Technical consultant

2 weeks ago

Bengaluru, India Getronics Full time
An exciting opportunity to join our team within a growing ICT Services company with a global portfolio, as a Workspace analyst.
The Getronics family is an ICT Services group with an extensive history that extends over 130 years, with 3700 employees in 20 countries across Europe, Asia Pacific & Latin America. It has a complete portfolio of integrated ICT services for the large enterprise and public sector markets including Workspace, Applications, Unified Communications, Data Centre, Cloud, Consulting, Partner Technology, Managed Services and Security.
Getronics is the leading member in the Global Workspace Alliance, a unique model that provides customers with a consistent IT service throughout the world, with one single point of contact and billing entity, delivering services to over 180 countries. The GWA manages 5.5m workspace assets globally.
Team Purpose:
The team provides 3rd line Endpoint Management for multiple international customers, focused on the areas of:
Windows endpoint and mobile device management: update and software deployment, configuration management and operating system deployment;
Microsoft 365 service components management (Microsoft Defender);
MS Intune product family management: maintenance and upgrading of Microsoft Configuration Manager (MCM), management of Intune;
Software packaging: creation and maintenance of application packages.
All Incidents and Requests are to be resolved within SLA as exceeding these would have impact on our customer’s ability to function as a business.
Role Purpose:
The suitable candidate for this role will mainly support the preparation, testing and release of software within the customer environment. This support includes incident resolution as well as request fulfilment. In addition they will contribute in the BAU support of the Endpoint environment.
Primary Responsibilities:
Ensure the right packaging and delivery approach is used, depending on the application.
In accordance with agreed processes, execute the steps of the application packaging process within the SLA limits. These include: application intake, packaging (involving a variety of packaging tools), technical testing, documentation, deployment and maintenance.
Resolve incidents and requests related to packages in accordance with the SLA.
Update the customer and the ITSM ticket throughout the lifecycle of it.
Liaise with change management, customer, application owners and vendors where needed.
Where applicable, liaise with the external packaging factory for select package requests. This includes reviewing their output to ensure the deliverables are up to the agreed standards, before continuing with the release process. Manage and support customer environment built with Windows client Operating systems, Active Directory Group Policy, Microsoft Defender, Software Central and the Microsoft Intune product family (Microsoft Configuration Manager / Intune).
Respond to and resolve assigned incidents in addition to implementing requests and changes, ensuring appropriate actions are taken so that none of them exceed their SLA or cause unforeseen business impact.
Update the customer and the ITSM ticket throughout the lifecycle of it.
Liaise with the Service Desk, other Getronics resolver groups, the customer and vendors where needed, to resolve tickets.
Comply with relevant customer and Getronics policies and procedures.
Discuss any assigned tickets for which you need assistance with senior colleagues or management.
When a ticket is in risk of breaching SLA, escalate to management.
Secondary responsibilities
Suggest improvements to the packaging operation and automation.
Document issues and fixes in the Knowledge Management System.
Actively keep your knowledge of the supported technologies up to date.
Skills/Experience:
At least 4 years of experience in preparing applications for deployment on Windows Operating Systems, by employing available setup commands/scripting as well as repackaging and customizing setup applications using tooling such as Install Shield, Ray Pack, etc.
Thorough knowledge of the MSI and MSIX packaging frameworks.
Thorough knowledge of Windows 11 and AD Group Policies.
Intermediate level knowledge of Power Shell Scripting and basic level VB scripting in support of automating application installations.
Operational knowledge of the Microsoft Intune product family including Microsoft Configuration Manager with a focus on application creation/integration and deployment.
Possess excellent troubleshooting and logical reasoning skills.
Experienced in working in an ITIL-based operations environment using ITSM toolsets such as Service Now.
Flexible when emergencies occur.
Proficiency in English.
Nice to Have:
Experience in preparing applications for a Citrix environment.
Microsoft Certifications
MD-100: Windows 10
MD-101: Managing modern desktops
Or MD-102: Endpoint Administrator
Experience supporting multiple customer environments simultaneously.
Experience working in an international environment.

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