JOB SUMMARY :
The suitable candidate will join EY’s Global MobilePlatform team as a Level 3 Support Administrator with responsibility acrossEY’s Enterprise Mobility Management platforms : Citrix XenMobile, and MicrosoftIntune.
In co-ordination with other IT teams and support functions,this position is responsible for Operations across a complex XenMobile MAM andMDM environment and Intune managed mobile productivity apps.
As a Level 3 support engineer you will assist in troubleshootingof complex incidents, issues and problems, and perform change and releasesupport across the platforms.
Day to day activities will include complex break fixthrough problem and incident management, deployment of applications,documentation, reporting, and some scope to implement change and fulfil servicerequests.
You may also be required to provide consultation to otherteams within EY including, but not limited to, architecture, engineering,development, and project management.
ESSENTIALFUNCTIONS OF THE JOB :
Systems Administration of the MDM Intune cloud & XenMobile.
Responsible for tracking of device inventory in the MDM cloud environment and performing audits of the Intune system.
Telephone, e-mail and on-site problem diagnosis and resolution.
Administering and maintaining of the XenMobile & Intune Installation and configuration systems at Client with level 3 support.
Be a mentor and work with other vendors and on-site vendors that support the MDM, Microsoft Office 365, and telecommunication systems.
Complement our managed service provider vendor with support / operations of XenMobile application servers, application layer, MicroVPN and authentication, and productivity apps provided by Citrix and in house developed apps.
Infrastructure Integration integrate and assist with transition of new services based on system designs into Operations, participate in automation, consolidation, and projects.
Provide support to senior IT personnel on planning and implementing infrastructure plans
Enforce mobile device policies and procedures in the MDM Intune environment.
Provide support for loading commercial off-the-shelf and in-housed develop mobile applications into Intune application catalog and help deployment of those applications.
Respond to requests from internal and authorized external business units in a timely manner.
Prioritize and execute tasks in a time-sensitive environment.
Ability and desire to conduct research and resolve tickets from the end user community for mobile device issues and new products.
Good Knowledge on tablets and Mobile Devices
Complex break / fix, resolution of first-time errors, design / configuration change management
Capacity planning and management
Service Improvement & Automation of production operations
Accountable as Operations for tools and procedures
Request fulfilment, Incident, Problem, Change and Release Management
Participate in an on-call help desk rotation
Communicates with user, business and customer on progress in resolving calls, including setting accurate expectations on resolution
Other duties as assigned
ANALYTICAL / DECISION MAKING RESPONSIBILITIES :
Sound analytical and problem solving skills are required to manage multiple technical challenges from multiple issue or projects simultaneously.
KNOWLEDGE AND SKILLS REQUIREMENTS :
A background in supporting mobile email and application servers in an enterprise environment
Genericexperience of MAM and MDM solutions essential
Knowledge of Citrix XenMobile MAM and MDM solutions
Knowledge of Microsoft Intune desired
Experience with the following operational tasks for mobile devices and users.
Provisioning, enrolling and managing mobile users.
Providing access to email and applications on mobile devices.
Supporting an enterprise app store.
Basic MAM and MDM task such as remote wipe and password resets.
Provide service reporting and analytics.
Knowledge of Citrix Netscaler an advantage
Knowledge of Azure and office365 an advantage
A basic understanding of Active Directory, Networking, Firewalls and Exchange 2013 / 16
Any application developments skills would be a bonus
Excellent teamwork, time-management and organizational skills.
Intermediate Microsoft SQL and PowerShell skills required.
SUPERVISION RESPONSIBILITIES :
No direct supervision responsibilities for this role
OTHER REQUIREMENTS :
Provide support in a follow the sun support model. Candidate will be required to operate in a follow the sun support model.
This will require some flexibility around the working day
Candidate may be required to perform complex changes during weekend change windows. Typically organized in advance and rotated throughout the team
Some limited international travel may be required
JOB REQUIREMENTS : EDUCATION :
A degree in Computer Science or technology related discipline, or equivalent work experience required
Minimum of 7-10 years of IT experience IT technical support or an equivalent function
CERTIFICATION / SKILLS
Citrix XenMobile certified
Intune Professional Certification preferred
Microsoft Office 365 MCSA certification preferred