IT Technician Systems Analyst
Hybrid Position based in London
Technical experience required
- In-depth knowledge of MECM/SCCM, APP-V, MSI Packaging, PowerShell App Deployment Toolkit, AVD, standard desktop applications such as Office, Adobe, AV products, Group-Policy, Configuration Profiles, Conditional Access Policies and Install Shield.
- Strong knowledge for M365 services specifically around device management and identity (Endpoint Manager, Autopilot, MECM/SCCM coexistence) – accreditation preferable.
- A strong practical understanding of IT security and compliance best practices.
- A strong working knowledge of desktop deployment and maintenance specifically around Windows 10/11.
- Strong understanding of laptop hardware, desktop hardware and virtual desktops
- Strong PowerShell and scripting abilities.
- Experience in creating, maintaining and deploying customised operating system build on a global scale.
- Working knowledge of legal-industry applications such as Worksite (iManage), BigHand, Interaction.
- Experience of SharePoint, SQL, Exchange, Template Management and Mimecast
- Good knowledge of Windows-based Servers, PCs, laptops, and IOS devices
- Knowledge of Virtual technologies such as VMware, Citrix VDI and AVD
- Experience of working in an ITIL-based support environment and with Help Desk systems such as Top Desk
- Excellent customer service
Areas of focus and responsibilities
- The packaging of all applications using App-V or MSI (Install Shield)
- OS builds, MECM/SCCM and Intune deployments of applications and troubleshooting
- Automated OS patching, compliance and troubleshooting
- Ensuring managed endpoints are contactable and UpToDate.
- 3rd line support of the desktop infrastructure in particular MECM/SCCM troubleshooting
- Creating scripts / applets to improve desktop support processes
- Provide technical assistance and know-how to the test and release process. Working closely with application testers and 3rd party vendors
- Ensure that systems are remediated with latest patches and meet baseline policies.
- Ensure software deployments are successful and remediate where necessary
- Support systems, ensuring that the highest levels of stability and reliability are maintained.
- Identifying, documenting and undertaking maintenance and administration processes on systems infrastructure globally
- Provide a technical resource for projects run by the firms PMO, progressing projects and tasks on time and to budget
- Monitor the team queue in the Help Desk call-logging system to ensure incidents are managed in a timely manner and escalated using the correct procedures. Close calls when a satisfactory resolution has been achieved.
- Define and track SLAs for key systems with special emphasis on legal applications.
- Produce and maintain technical documentation and articles for the knowledge base.
- Maintain technical leadership in assigned technologies, and ensure that responsibilities for key technologies are appropriately allocated and understood by colleagues
- Working with the Team leader, ensure that support contracts are in place for all systems and appropriate support, backup and capacity procedures are in place and documented
- Assist with occasional infrastructure / server support and patching out of other office core hours
- Identify major support incidents and liaise with support teams Follow the Major Incident process by informing IT Management of any escalating support issues in order that they may be resolved within reasonable time scales
- Establish and maintain contact with colleagues in all offices to ensure that a consistent approach is being adopted across the firm
- Continually maintain and expand strong working knowledge of current Firm-supported and future technologies to provide technically accurate solutions to end-users
- Adhere fully to the Change and Release management processes
- Adhere fully to the Problem management process and to the investigation of the root cause of outages
- Develop, present and implement proposals to improve systems and infrastructure
- Ensure that the housekeeping and administration of systems are carried out in accordance with the firm’s policies and procedures
- Ensure security is maintained in line with the Firm’s security standards
- Contribute to the IT Risk register to identify and manage operational risks and work to eliminate areas of vulnerability
- Occasional assistance with cover for the global service desk phones and email
