Senior EUC SCCM Engineer

The SCCM Support Engineer is a key player in the End User Compute environment of an organization. They are required to perform their duties with efficiency, and through proactivity and automation reduce downtime and ensure consistent operations. SCCM Support Engineers are required to formulate long term strategies through proactive management of common issues to minimise the possibilities of system breakdowns and streamline day-to-day support and operations.

Primary Objectives:

Monitor infrastructure

The SCCM Support Engineer ensures that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard, they will perform necessary checks, apply monitoring tools, and respond to alerts. Where software is a component of the solution, they will also take responsibility for ensuring that the software is installed and configured according to client requirements and kept up to date.

Identify problems and errors

The SCCM Support Engineer identifies problems and errors proactively or when they occur. They will log such incidents promptly with the required level of detail and liaise with all stakeholders including client IT environments, vendors, carriers, and Dimension Data colleagues to expedite diagnosis of errors, and problems and identify a resolution.

Ensure resolution of incidents and requests

The SCCM Support Engineer investigates second line support calls assigned to them and identify the root cause of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within agreed service level conditions. They will provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.

Incident management

When required SCCM Support Engineer will take responsibility for receiving calls and incidents at the service desk. They assist in analysing, assigning, and escalating the support calls and provide telephonic support to clients where required. They update incidents accurately with progress and required resolution details.

Shift management

SCCM Support Engineer that work shifts will be required to follow a handover procedure for shift changes to ensure service continuity. They are accountable for completing and maintaining any shift handover schedules.

Reports

SCCM Support Engineer is also responsible for producing breach and other reports that are necessary for the correct operation of processes. They identify failures and shortcomings in the current processes and escalate with recommendations.

Behavioural skills

SCCM Support Engineer is required to strictly comply with all processes and procedures as prescribed by Dimension Data and the client when relevant. Their ability to communicate promptly, well, and to capture all pertinent details when required will contribute to their success.

Key Roles and Responsibilities:

· Ensure that assigned infrastructure at the client site is configured, installed, tested and operational and that software is installed and configured according to client requirements.

· Provide End-user Computing support to clients which include provisioning, client & software management, monitoring, implementation, troubleshooting and support for End-user Computing operations and related infrastructure.

· Identify problems and errors proactively or when they occur and log all such incidents promptly with the required level of detail.

· Take full ownership for managing the incident to resolution within the service level conditions.

· Create, maintain, and distribute software and application packages to automate and simplify daily support operations.

· Provide telephonic support to clients when required and update the relevant systems as per Dimension Data procedures.

· Perform the necessary hand over procedures in cases where shift work is required or when going on leave.

· Produce breach and other reports to identify failures and shortcomings.

· Own the ITSM Incident Value chain, connect with and engage colleagues to ensure accelerated updates into ITSM, call closure and feedback to clients.

· Update all client documentation when required (SOPs, Work Instructions, Build Guides and Designs)

· Update ITSM knowledge base with lessons learnt and insights into recurring incidents and system-related errors.

· Assist in benchmarking industry standards and make recommendations where applicable.

· Ensure that overall health of the SCCM environment and always maintain an N-1 status.

· Manage and own the Microsoft Security Updates lifecycle (Patch Management) using SCCM.

· Perform Software deployments and Enterprise-wide software rollouts using SCCM.

· Maintain/Improve SCCM Client Agent coverage and health for the client's endpoint environment.

· Create simple or complex custom reports using T-SQL/SQL Reporting Services on request from client or internal.

· Manage SCCM Role-Based Access and related security.

· Manage and maintain SCCM infrastructure and its dependant SQL database.

· Create, maintain, troubleshoot, and deploy Operating System Deployment (OSD) images and provide second line support to relevant support areas.

Knowledge, Skills and Attributes:

· Demonstrate solution and service knowledge.

· Possess sound knowledge of desktop and server operating systems, systems management, and infrastructure, as well as PowerShell scripting and automation.

· Demonstrate problem analysis and solution formulation skills.

· Demonstrate learning and service orientation.

· Demonstrate excellent attention to detail.

· Demonstrate proactive management.

· Extensive knowledge and experience including configuration and implementation of endpoints and applications.

· Strong general knowledge of networking, systems management, security, desktops, laptops, servers, and firewalls.

Academic Qualifications:

· Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

The SCCM Support Engineer is expected to gain certifications relevant to services supported.

Certifications carry additional weight on candidate's qualification for the role.

Required Experience:

· One of the following:

§ Bachelor's degree or higher in computer science, management information systems (MIS), and/or related field and two years or more of systems software programming.

§ Associate degree in one of the above fields and/or related field (or approved certification in an IT program) and four years or more of system software programming. Experience may be substituted for education on a year for year basis.

§ Five years or more of current experience:

· Working as an SMS/SCCM administrator.

· Creating, managing, and administering SCCM software deployments.

· Advance SCCM skill set and ability to use and administer the toolset without assistance and/or additional training.

· Experience performing SCCM Administrator responsibilities, which include software import and deployment process.

· Skills in reading log files.

· SCCM simple and complex Custom Reporting.

· Experience in supporting, troubleshooting, and administering the SCCM 2012 or higher toolset and infrastructure.

Required Certifications:

· ITIL Foundation v4

· Administering System Center Configuration Manager and Intune

· Microsoft 365 Certified: Fundamentals

· Microsoft 365 Certified: Modern Desktop Administrator

· Microsoft 365 Certified: Mobility and Security