Title:  Technical Specialist-Cloud & Infra Engg

Area(s) of responsibility

Hybrid (3 days on-site)

LOCATION- Toronto, Canada

ROLE SUMMARY
Seeking an Endpoint Operations Technician who will be responsible for operating and supporting our Azure AVD and Microsoft Intune environment and the end users for our company’s physical endpoints (laptops, etc.) and virtual solutions. This role involves collaborating with the Desktop Engineering team to achieve project goals and offering daily end user escalation support to Sompo users worldwide. It includes working closely with Security and Compliance teams to validate new application requests and maintenance tasks. Key responsibilities include creating essential technical documentation, Standard Operating Procedures (SOPs), and end user-facing runbooks for all assigned projects and maintenance tasks, serving as a reference for both technical and end user audiences.

ROLE RESPONSIBILITIES
•    Provide support for multiple Windows platforms in both Physical and Virtual Environments such as AVDs.
•    Maintain desktop images and modify SCCM task sequences as needed.
•    Create and maintain existing support documents to maintain high quality standards in the delivery of End User Computing services.
•    Provide advice, guidance, and direction to carry out plans and procedures, ensuring schedule attainment, product development, process adherence, and performance.
•    Provide second-tier support for support teams, including root cause analysis and preventative analysis.
•    Provide technical support with expert knowledge and act as an escalation point for the Deskside Support Services Team and anything related to End User Computing environment, focusing on our Endpoint Security Protection, and application management.
•    Partner with Engineering teams to develop solutions.
•    Manage Azure Virtual Desktop (AVD) environment including creating Images, deploy VMs, monitor VM performance.
•    Develop automated solutions for deploying software packages, application patches/updates and workstation images.
•    Operate and support multiple Windows desktop images.
•    Manage the entire lifecycle of our global standard desktop and laptop models.
•    Maintain desktop images and modify SCCM task sequences as needed.
•    Monitor and address alerts from desktops using CyberArk.
•    Manage and support PXE environment – 1E products.
•    Provide level 3 support for escalated end user issues.
•    Manage Microsoft and 3rd party patch deployments.
•    Package, test, and deploy new applications as needed.
•    Have a positive impact with the team and our End User Computing environment.
•    Create new and maintain existing support documents to maintain high standards in quality in the delivery of End User Computing services.
•    Administrate and troubleshoot Microsoft Auto Pilot deployments.
•    Work with Microsoft Intune for Windows Device Management (device configuration, policies, etc.).

Long Description