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SalaryJob Title: End User Operations Services Specialist (Technical Specialist - Std)/ Mid-level Floorwalkers (Ops Specialist)
Location: London, UK
Duration: 6-12 month Contract
Mobile Operations Overview: This team is responsible for the Dev-Ops Level support of the centrally managed Device Management End User platforms: Mobility, Remote Access RAS, Server Based Computing Platforms, MobileIron, Intune, zScaler and related platforms.
The team is responsible for driving knowledge improvement to the Tier 1 and Tier 2 Service Desk, engagement with vendors (including those providing managed or hosted services that deliver desktop or printing environments) and engineering teams for unresolved incidents. The team is also responsible for Disaster Recovery event coordination, outage management and problem resolution on these platforms. Finally, the Mobility Operations team will be the service owner of the platforms and associated products, and will be responsible for driving the service improvement plans, incident reduction through problem management, definition of communications and release plans and the engagement with 3rd party vendors.
The Operations Services Specialist ensures all provided IT services are robust, controlled and delivered effectively and efficiently. This includes monitoring services, preventing and resolving service failures, fixing problems as well as carrying out operational tasks. The Operation Services Specialist will manage degradations or disruption of services identified and reported by service consumers or by the analysis and reactions to events on the respective service components in order to quickly re-establish the service to the full extent. The Operations Services Specialist works through service related requests in accordance with existing service catalogue components. They will manage access requests to enable, revoke or modify privileges based on proper policy standards or direction from CISO. They will provide governance of the services, based on calculated service and capacity availability metrics, to ensure availability is not jeopardized by insufficient capacities as a result of consumption trends, upcoming campaigns or peak consumptions.
This position is required for supporting critical services such as Intune managed autopilot windows devices, Intune managed personal/corporate mobile devices, dbRAS and RSA 2FA, and essential mobile services including MobileIron, dbMAC and other platforms. This role also contributes to the day to day support of over 150,000 mobile end points. A strong technical resource with experience in mobile platforms and demonstrated people management skills is required to drive our strategic vision and to transition to best-in-class future mobile platforms .
The successful candidate will have key skills & competencies such as:
Provide first-level support for Microsoft Intune and Windows Autopilot-related issues.
Assist end-users with device enrollment, application deployment, and configuration in Microsoft Intune.
Working knowledge in Registering a device, working on Compliance Remediation, reporting, working on Delivery Optimization, Update Windows Defender security intelligence, Windows Update feature upgrade and quality patching during autopilot, Driver and Firmware Servicing, Windows Driver update management.
Troubleshoot and resolve basic Intune-related problems, including connectivity issues and device compliance.
Collaborate with other IT support teams to escalate and resolve more complex issues.
Maintain accurate records of support activities and resolutions in a ServiceNow.
Keep up-to-date with Microsoft Intune features, updates, and best practices.
Participate in the development and maintenance of support documentation and knowledge base articles.
Design and implement Intune configurations and policies to meet organizational needs.
Conduct root cause analysis for recurring or severe Intune-related problems.
Participate in the planning and execution of Intune migrations and upgrades.
In-depth knowledge of Microsoft Intune architecture, policies, and features with understanding of Microsoft Intune and mobile device management.
Experience with PowerShell scripting and Intune Graph API for automation and customization in Intune are a plus
Proficient in Windows, iOS, and Android operating systems.
Strong analytical and problem-solving skills.
Excellent communication and collaboration skills.
Ability to work collaboratively in a team environment.
Relevant certifications (e.g., Microsoft Certified: Modern Desktop Administrator Associate) are a plus.
Soft skills:
Proven record of thoroughness and diligence as any mistake can affect 150,000 end points
Good communication skills with stakeholders
DevOps/ITIL experience a plus
Axiom is a global information technology, consulting and outsourcing company and services provider. Our IT solutions empower organizations and individuals throughout the world to maximize value and quality to succeed in today's challenging business environment. As a fast-growing new economy company, we focus our strengths to offer world-class solutions and services through the convergence of technology, innovation, expertise and experience. We provide software consulting, development and IT-enabled services to clients across the globe. We work towards delivering sustained value creation for customers, employees, industries and society at large. Core offerings include data warehousing, middleware development, product development and web-enablement of legacy applications in verticals like telecom, finance, healthcare, manufacturing, energy & utilities, retail & distribution, enablement of legacy Relentless exploration of technology horizons and a Global Delivery Model that is a judicious combination of onsite, offsite and offshore development, offer a complete range of high-ROI business solutions spanning the consulting, technology, operations and process outsourcing value chain.
We are committed to providing solutions that are simple to use and cost-effective, that meet the specific set of needs defined, and that are adaptable to meet future needs.
Our aim is to work in partnership with our clients to deliver innovative and tailored solutions. Listening to and understanding your issues To deliver benefit—rapidly—to our clients. To create a unique customer focus, both in our relationships with our clients and in our approach. To use our world beating, innovative applications and methodologies to deliver high business value to our clients. Attaining senior level commitment to your project. Collaborative working and transparency. Building the right team for the job. Regular communication and documentation. Respecting the knowledge and experience of your staf.
