EUC Governance Engineer

1 week ago

Cape Town, Western Cape, South Africa dentsu Full time

The dentsu technology team requires experienced 3rd line engineers to join its Global EUC technology team. This role will report to the EUC Governance Manager.

The successful candidate will provide support to our global user base across all EUC technologies. Responsibilities include providing support to end users and engaging in projects focusing on EUC services such as Microsoft 365, AD, Entra ID, Intune, SCCM and Azure Virtual Desktop.

Collaboration with the Global EUC Engineering teams, who own the global platforms, will be essential. They will provide support with knowledge, changes, major incident management, and ticket escalations.

This is a hands-on technical role requiring detailed experience supporting EUC Services.

Job Description:
Key Responsibilities

  • Support EUC services across Collaboration, Identity and Access, and Client Infrastructure EUC towers within a service management framework aligned with agreed standards and service levels.
  • Develop and maintain EUC policies, standards, and procedures in line with industry best practices and ITIL framework.
  • Assist with the implementation and administration of EUC technologies and solutions.
  • Collaborate with cross-functional teams to ensure alignment and support for EUC initiatives across the regions.
  • Stay abreast of the latest trends and advancements in EUC technologies and make recommendations for continuous improvement.
  • Actively engage with change and problem management processes, supporting the delivery of technological change across EUC services.
  • Create and manage knowledge base articles for EUC services and shift left tasks to the Service Desk or End User Services (Desktop Support) teams.
  • Ensure all incidents and service requests for the EUC services in scope are resolved, escalating tickets to the EUC Engineering teams only when a global change in service or process is required.
  • Ensure tickets are resolved promptly per the SLA Framework.

Qualifications And Experience

  • Proven ability to write technical documentation such as operational runbooks.
  • Technical aptitude needed to handle innovation and change resulting from implementing new technology solutions.
  • Proficient in ITIL IT service management, including change, incident and problem management.
  • Proficient in scripting with PowerShell including Microsoft Graph.
  • Strong technical expertise in either Collaboration, Identity and Access, and Client Infrastructure where required.
  • Excellent problem-solving skills and the ability to work under pressure.
  • Effective communication and interpersonal skills, with the ability to engage and explain complex issues to end users.
  • Proactive and self-motivated, with a commitment to continuous learning and professional development.
  • Qualifications or proven experience in relevant EUC technologies (e.g., Okta, Microsoft 365, Active Directory, SCCM, Intune, AVD).
  • Involvement in implementing technology processes, policies and standards.
  • Proven experience administering complex EUC environments at a 3rd line level in a large enterprise organization.

Personal characteristics

  • Ability to identify and manage priorities.
  • Excellent written and oral communication skills.
  • Excellent relationship and interpersonal skills.
  • Innovative and proactive approach to work.
  • Ability to set and achieve goals for self and your team.

Location:
Cape Town

Brand:
Dentsu

Time Type:
Full time

Contract Type:
Permanent

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