Role: Sr Modern Workspace Engineer/SME

6+ month contract possible full time hire down the line

Location: Must go on-site in Media PA up to 4 days a week at times.

Summary:

The Modern Workspace Contractor is responsible for engineering, delivering, supporting, and securing our modern corporate computing solutions. The position serves as a technical subject matter expert for Windows and MacOS imaging, software packaging & deployment, Active Directory, Group Policy, MDM/MAM, and VDI. The role is responsible for escalated incident and problem handling, and operational optimization.

The project has a focus on remediating security vulnerabilities, and to do so will require researching, testing, and re-engineering solutions to address gaps, legacy technical challenges, and to otherwise improve the health and stability of various functions within the organization. Recent tasks include research into legacy/undocumented local administrator rights and the deployment of Intune-backed LAPS, the decommissioning plan for Microsoft Silverlight on legacy applications, improving Adobe update cadences, and research into fleet-wide printer management platforms.

Principal Duties:

• Act as a subject matter expert in modern corporate computing. Provide technical oversight in the design, development, testing, and delivery of technology solutions as well as managing daily operational support.
• Responsible for daily operational support of both corporate and store environments for the operations teams. Manage trouble ticket queue, build support documentation, and improve support processes to reduce ticket escalations.
• Research technology-related products and make recommendations based on business or operational requirements. Anticipate potential problem situations/risks and address with effective responses.
• Apply IT security standards and practices as well as adhere to these standards in the development and design of new and existing technologies within our corporate and store infrastructure.
• Maintain a very high degree of decision impact due to system privileges and responsibilities.
• Analyze and refine system design, configuration, hardware, software, and associated utilities across the entire corporate computing and unified communications infrastructure.
• Integrate enterprise-wide tools for automating, monitoring, and managing the current and future infrastructure technology.
• Administer, support, and maintain solution components. Troubleshoot high-level hardware and software problems and document procedures to guide the resolution process.
• Develop processes to ensure all corporate computing is running the current approved, current, and supported OS/firmware versions & configurations at all times.
• Work with internal and external business clients to plan new systems and system enhancements necessary to address expanding business needs.
• Provide work effort and duration estimates for projects to team lead and project managers.
• Assist with the development of the strategic vision for our technical infrastructure services. Assist in developing project plans to install, upgrade, and manage systems and utility software.
• Prevent temporary or undocumented configuration changes. Create audit reports that identify and remediate non-standard configurations.
• Inventory and asset management of appropriate infrastructure. Meet and establish working relationships with field engineers and account managers to establish clear communication paths. Provide technical leadership and continuous improvement of standards to enable a more customer-focused, responsive department.
• Follow production support models and processes designed to enhance response times and maintain high availability of all production infrastructure components and systems.
• Engineer corporate computing and unified communications operational support activities to facilitate reporting and meet established service level agreements.
• Research, evaluate, and stay current on emerging tools, techniques, and technologies; maintain skills and capabilities through education, training, and hands-on experience. Accept new responsibilities, as required, to enable business growth.

Basic Qualifications:

• Experience building support processes and writing technical support documentation.
• Expert with Windows and macOS imaging techniques and troubleshooting. Experience with light-touch/zero-touch programs like Windows Autopilot preferred.
• Extensive experience supporting software packaging and deployment with modern tools like Powershell App Deploy Toolkit or similar products on a modern device management platform.
• Experience managing, configuring, and optimizing both on-prem Active Directory and Azure AD for multiple domains.
• Senior engineer level experience in the field of modern computing, with an emphasis on support and operational engineering.
• Experience configuring and optimizing Group Policy between multiple use cases/personas over different domains.
• Understanding of cloud infrastructure such as Amazon Web Services or Microsoft Azure preferred.
• Extensive experience with MDM/MAM technologies to support both company-issued and BYOD devices in the following device classes: phones, tablets, handhelds, laptops, and desktops. Experience with Intune and/or Jamf preferred.
• Experience administering an expansive modern enterprise computing environment with 500+ locations.
• Exposure to support ticketing and enterprise infrastructure management platforms. SolarWinds experience preferred.
• Extensive working knowledge of scripting and automation, with proven ability to script the execution of various OS-level functions. PowerShell and Ansible experience preferred.
• Direct experience supporting unified communications in a large enterprise environment. Experience with Polycom/Logitech/Crestron video conferencing equipment, focusing on Teams and/or Zoom.
• Experience managing, optimizing, and troubleshooting VDI/DaaS environment. Experience with Amazon Workspaces preferred.
• Extensive experience administering M365 services and licensing models, including Exchange Online, SharePoint Online, Teams, the Office suite, One Drive, etc. Experience with BitLocker, Power BI, and Defender preferred.
• Prior experience implementing standard support frameworks (e.g., ITIL).
• Experience maintaining, enhancing, and customizing user experience monitoring tools.
• Understanding of compliance standards. Experience with PCI-DSS standards preferred.