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Name of role: Engineer – Endpoint & Evergreen
Reports to: Head of Function – Endpoint & Evergreen
Location: (US (United States), UK (United Kingdom))
The Endpoint & Evergreen Engineer will be an end user focused technology specialist with experience of key device platforms, technology solutions, operational deployments, and device management solutions. The candidate will deliver continuous improvements to our platforms and services to ensure that we are constituently improving the end user experience while meeting appropriate levels of device and information security.
Your main duties will include engineering, automation, product lifecycle and development of all in scope Microsoft and related platform services. You will provide end to end modern lifecycle management for Windows (10 and 11), Mac OS, Virtual & Mobile devices. This will include device and peripheral hardware, asset management, application deployment and control, print services, client security management, Anti-Virus, compliance, and Endpoint Security.
The role will require you to work closely with our Field services and Service desk teams to provide L3-L4 support. You will need to liaise with our internal business partners to understand their technology requirements and/or pain points so we can provide solutions to ensure we are delivering Pearson end users with a seamless technology experience.
Responsibilities and Duties:
Implementation of technology deployments, operating system builds, software distributions, software upgrades, patching / evergreen across the estate.
Improve colleague experience/improve security by working with introducing modern endpoint security solutions (MFA, Hello, Passwordless for example)
Implementation of solutions to automate systems and processes.
Management of incident, problem, and change requests to ensure Service Level Agreement
(SLA) targets are met.
Maintain technology, processes, and policies to enable the use of employee-owned devices securely on the company network
Assist in creating and maintain equipment standards and supporting documentation for end users and technology staff.
Autonomously deliver projects as directed by line management to agreed timescales, cost and quality
Prioritize workflows, recommend key decisions, and manage assigned project communication to team via team meetings and line management
Ensure appropriate and effective communication and coordination with other members of Pearson Technology Operations and clients in the business areas.
Identify and escalate critical issues to other internal/external teams when required
Undertake a wide variety of support calls and provide an efficient support service to all customers, ensuring all targets are met including focusing on priority calls
Communicate effectively within the Service Desk Team and across all other internal departments to ensure the effective escalation and resolution of customer problems.
Assist in maintaining our CMDB.
Liaise with 3rd party suppliers and support desks as necessary
Skills and Abilities:
Windows operating systems (troubleshooting and configuration)
Microsoft Endpoint Manager (Intune) and JAMF
Autopilot and Operating system deployment
Full Disk Encryption, BitLocker, Microsoft Defender suite of security products
Knowledge of GPO, Configuration profiles, Compliance policies & Conditional access
Windows security updates, Driver and system patching
Basic knowledge of PowerShell or equivalent scripting language
Knowledge of application packaging, deployments and customizations.
Application management (AppLocker/WDAG etc) Software catalogue and Application lifecycle Management
Engineering and release management, unit testing, L3 technical support, User Acceptance Testing and root cause analysis.
Must be eager to learn new technologies and Services
Positive attitude and passion for good customer service and user experience
Must have excellent verbal & written communication skills
Has a high degree of initiative and self-motivation
Ability to collaborate across globally dispersed teams
Excellent analytical and problem-solving skills
Expected to own tasks through to completion without supervision whilst managing customer and management expectations
Excellent organizational and time management skills
Ability to work efficiently and manage workload
A passion to automate
Customer and service delivery focused
Able to analyses call data, evaluating and making logical recommendations based on findings.
Must be able to foster co-operation and teamwork to achieve defined objectives. Must have the ability to interact and collaborate effectively with Pearson colleagues from other teams and with a wide range of stakeholders and business partners.
Educational & Professional Qualifications:
Bachelor’s degree or equivalent in Computer Science, Engineering or other relevant field or have equivalent proven industry experience.
Recent Microsoft Certifications or equivalent proven industry experience.
We want the best Engineers; Professional qualifications are a distinct advantage, however if you are the best of the best and bring extensive knowledge and practical demonstratable experience we welcome your application.
Organization: Corporate Strategy & Technology
Req ID: 10377
Pearson provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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