Lead End User Services Support Engineer | Dallas, TX Lead End User Services Support Engineer | Dallas,  …

Selby Jennings
in Dallas, TX, USA
Festanstellung, Vollzeit
Seien Sie der erste Bewerber
USD80000 - USD95000 per year
Selby Jennings
in Dallas, TX, USA
Festanstellung, Vollzeit
Seien Sie der erste Bewerber
USD80000 - USD95000 per year
This is an opportunity to join a market leader in the investment industry where you will be joining a collaborative team that is focused on delivering top solutions for clients and internal stakeholders alike. This role is an individual contributor role with the opportunity to develop into a leader and manager in the near future. This group is building out a class-act group of professionals for their new team in Downtown Dallas.

Responsibilities

  • Work with a global team to support logical access functions, including access to systems including but not limited to Active Directory, AWS, Linux, network systems, and external cloud services.
  • Daily operational tasks will be focused on account provisioning, network and system entitlements, distribution list management, and network content access permissions.
  • Research, evaluate, develop and implement IAM designs and standards following industry best practices
  • Ensure that current and planned technical solutions are compatible with the company's business needs and strategic objectives
  • Work with the other IT organizations to design, develop, and implement IAM solutions and enhancements in support of development, test, and production environments
  • Provide technical expertise and assistance to other IT and Business groups. Lead both technical and non-technical discussions regarding IAM and facilitate analysis and design workshops
  • Provide technical assistance to IAM Engineering and IAM L2 Operations team as required
  • Provide technical leadership for all IAM Delivery strategic and cross-functional projects
  • Provide quality and fast resolution to service and incident requests submitted to our support center via phone, email, chat and ticketing system.
  • Provide Executive support both onsite and offsite.
  • Consistently document all information related to service and incident requests to ensure all interactions with customers and peers are documented in our Ticketing System and other information systems.
  • Actively capture, create, and correct help articles for our Support Knowledge Base.
  • Assist in keeping IT support process documents up-to-date.
  • Open support cases with software and hardware vendors when required.
  • Establish and follow assigned priorities based on business and operational needs.
  • Establish and maintain effective working relationships by working cooperatively with others to perform preventive maintenance and repairs.
  • Assist user community with the installation and configuration of IT equipment such as PCs, Laptops, Apple Macbooks, printers, iPhones, Android mobile devices, etc.
  • Assist with training for new and existing users regarding current and new technologies.
  • Basic troubleshooting of network and voice infrastructure.
  • Identify and appropriately use defined escalation processes for requests that require further technical investigation or the interaction of other IT Teams.
  • Define and create standard operating procedures (SOP) to promote consistency across the various layers of services offered.
  • On rare occasions, travel to remote sites for IT projects and field installations as required.
  • Conduct weekly asset management and inventory of spare parts.
  • Work with procurement staff to purchase hardware and software.
  • Carry out other duties as management may request of you.

Pre-requisite knowledge, skills and experience

  • Technical Degree in Information Technology
  • 5 years' hands-on experience designing, architecting and building security solutions in the area of IAM and application security
  • A minimum of 3-5 year's experience in supporting Windows and Apple operating environments.
  • Strong knowledge of current IAM space and have a self-driven desire to research current information on the security landscape
  • Advanced knowledge and experience in Powershell and Active Directory.
  • Knowledge and experience of O365 services, Azure, conceptual and practical understanding of IT Infrastructure designs, technologies, products, and services
  • Excellent organizational and time management skills
  • Able to work independently and creatively problem solve complex technical problems
  • Able to provide leadership, guidance and training to others
  • Able to provide accurate estimates of timeframes necessary to complete efforts, develop milestones and implementation plans
  • Ability to analyze and solve complex problems and to work in a group setting as well as independently
  • Excellent attention and orientation toward meticulous work
  • Experience supporting MacOS machines, such as Macbook Pro and iMac, using Jamf or other tool
  • Strong knowledge of Virtual Desktop Infrastructure (VDI) and experience with setup and support on VMware Horizon platform
  • The right candidate is expected to have some experience or exposure to one or more of the following technologies: Active Directory/Group Policies, PowerShell scripting, DHCP/DNS, Domain controllers, Patch management, WSUS, Windows Server 2012/2016 OS, VDI, VMware Horizon, Exchange Server and Email routing, Office 365, TCP/IP Switching and Routing, Firewall and Web Proxy, Windows 10 support, MacOS Support, Microsoft Deployment Toolkit (MDT), DUO, Windows Deployment Services (WDS), Manage Engine SDP and Desktop Central.
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