Collaboration Services - Technical Specialist GCC

Job Description

TitleTechnical Specialist – End User Computing

DepartmentEnterpriseTechnology Services

LocationIndia - Bangalore

Reports To GCC Senior Technical Manager

Level5

We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our Global client Computing team and feel like you’re part of something bigger.

About your team

The Global Client Computing (GCC) team is responsible forengineering and delivering solutions and infrastructure to support Fidelity’s global desktop, laptop, virtual desktop and thin client estate. The estate includes around 15,000 VDIs2,000 PCs, 11,000+ laptops,5,000 Dell Wyse thin clients and 900+ Macs and supporting infrastructure across 25 countries.

About your role
Reporting to the Senior Technical Manager, the incumbent will be part of the Global Client Computing team whose primary focus is management of the Windows/Mac estate, including the supporting infrastructure, production delivery of software / updates and maintaining security compliance of the estate.

The role will be a combination of day to day support activities and project work, with a focus on Business As Usual (BAU) activities. This will involve liaison at all levels within Enterprise Technology Services (ETS) and various business communities. The incumbent will have a primary focus on the systems management infrastructure and they will provide global support / guidance. Further to this the role will include training others as part of a centre of excellence, looking to bring up skills across the organisation and ensure consistent standards.

This role requires a high level of skill and experience with Mac,JAMF Pro (Cloud), Intune configuration management,solution engineering, security patching, vulnerability management, security & networking for the end user computing environment. The successful candidate will own problems, handle escalation support, and work with the Engineering & BAU teams, Service Delivery, IT Security & regional desktop support teams.  

Key Responsibilities

• JAMF engineering and administration to provide global MAC device management, user identity and endpoint protection

  
  

• Microsoft Intune device management and policy configuration

  
  

• Management and implementation of Apple Business Manager (DEP/VPP)

  
  

• Maintain security compliance across our Global Mac estate using JAMF / MECM

  
  

• Automation of tasks and worflows using AppleScript

  
  

• Vendor management

  
  

• Ensure vulnerabilities are patched quickly and compliance levels are maintained 

  
  

• Develop and implement best of breed vulnerability, security, Evergreen upgrade processes

  
  

• Troubleshoot complex issues related to MAC policy, software deployment & security patches 

  
  

• Analysis of log files and windows events to identify incidents and performance issues. Manage and Triage incidents with Service Delivery, IT Security and desktop support teams where relevant 

  
  

• Escalate issues to our 3rd party vendors including Microsoft, Apple, JAMF, Zscaler and Ivanti (Pulse)

  
  

• Work closely with GCC Engineering, GCC Packaging, Senior Technical Management, Product Owners and Project Managers to support technology across the Collaboration stack

  
  

• Help deliver service improvements without unnecessary investment in new products by working smarter, promote use of better tools and make the most of the existing product set  

  
  

• To act as a Subject Matter Expert for macOS, JAMF and Apple device hardware

  
  

• Adherence to Security Policy standards. Ensure operational requirements are matched in the delivery of services around standards and engineering, identifying when support arrangements may need to change in order to efficiently and effectively onboard new technology

  
  

• Maintain support documentation and issue tracking using Confluence, Jira and ServiceNow. Publish and maintain hardware certification standards

  
  

• Provide up to date Knowledge Base articles and training sessions for our regional desktop support teams

  
  

• Manage Product enhancement via Agile processes with Product owner

  
  

• Provide Management reporting of end-to-end services via PowerBI

  
  

• Ensure the EUC estate meets all Audit requirements.

  
  

Experience and Qualifications Required

Extensive technical experience covering the following:

• JAMF Administration on JAMF Pro (Cloud and on-premise)

  
  

• Microsoft Intune device management and policy configuration

  
  

• Enterprise level patching and vulnerability management

  
  

• Advanced macOS troubleshooting skills

  
  

• Browser support

  
  

• Troubleshooting and optimisation skills in an Enterprise environment

  
  

• Advanced understanding of Patch Management and Policy creation/implementation

  
  

• Strong communicationand documentation skills

  
  

• Experience working in a compliance-driven environment.

  
  

• Office 365

  
  

• Ability to deliver custom solutions (via automation or other products) to address non-standard requirements or provide additional value.

  
  

• Strong understanding / experience of the following products/technologies: Remote access technologies and client troubleshooting – Pulse VPN, NetScaler, Zscaler Cloud Proxy 

  
  

• Active Directory and Group Policy, Azure AD 

  
  

• PKI infrastructure - Certificate Management and NDES

  
  

Experience with the following is an advantage: 

• An understanding of development tools and VIP end user computing requirements

  
  

• Microsoft Autopilot maintenance and engineering

  
  

• Microsoft Endpoint Configuration Manager (System Centre Configuration Manager)

  
  

• Knowledge of build task sequence in SCCM

  
  

• Enterprise level Group Policy and Active Directory troubleshooting skills

  
  

• Windows 10/11 troubleshooting

  
  

• Enterprise printing

  
  

• WAN / LAN technologies and principles, 802.1x

  
  

• Troubleshoot complex issues with Laptop hardware, drivers and BIOS updates 

  
  

• Service oriented

  
  

• A disposition to take responsibility. An ability to work under pressure and to tight deadlines, whilst following standard change control procedures

  
  

• Organised with good attention to detail

  
  

• Structured and methodical in problem solving

  
  

• Working within a global team

  
  

• Flexibility to travel between locations 

  
  

• Banking or Finance related business experience desirable

  
  

Feel rewarded

For starters, we’ll offer you a comprehensive benefitspackage. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.