MAC and Windows Desktop Support Engineer

Edinburgh, Midlothian
Harvey Nash Plc

MAC and Windows Desktop Support Engineer | 6 Month Contract | (Outside IR35) | Hybrid (Edinburgh) | Starting ASAP |

Day Rate: Market rate

Job Description:

The client has made significant strides re-organising its IT software delivery capability to align to key business domains. The organisations ambition is to have enduring IT teams aligned to these business domains ensuring that ownership of software products is clear. The client is on a journey to move from on-premises services to enduring products delivered from the cloud. The Employee Enablement domain is one of four platform domains established to enable the client to develop and support high quality and resilient digital products. The mission of the domain is to build an environment to enable, empower and support our staff in providing better value to the public – in essence to make their only problem that of doing their job, not the technology they use to do it.

The domain owns and supports the key productivity platforms including (but not limited to!): Microsoft 365 including enterprise voice, Miro, Windows/MAC Desktop, Windows Server, Citrix VDI, Exchange, SCCM, mobiles, Internet access, and printing and scanning. The client has a large desktop estate mostly comprised of Windows 10 and Ubuntu laptops. There is a growing demand for Apple Mac laptops and devices, and we beginning to grow this offering. These devices are currently largely standalone. However, to comply with governance requirements we require to mature our Apple offering so that it’s fully integrated with corporate tools (eg Active Directory etc.) and is fully manageable.

To this end we are looking for someone with knowledge of implementing management and governance tools and controls on Apple devices within an enterprise environment. You will work as part of our Desktop Experience team to develop Apple devices as a product that Employee enablement can sustainably offer and support long term to the staff of the client.

Main Duties:

Working with other members of the Employee Enablement and Development Enablement teams to deliver an Apple Mac based product offering that will:

• Integrate with AD
• Integrate with Security tools
• Integrate with existing management tools
• Ensure machines are being patched and reported on
• Allow application deployment
• Allow seamless access from Macs to corporate systems and applications
• Work with our existing office desk setups
• Enable an effective development environment comparable to that provided on our Ubuntu linux laptops

You will:

• Create Knowledge base articles for o Deployment
• Faq’s
• Service desk support
• Knowledge share with our service desk
• Implement a remote support solution for the MAC’s
• Create a Baseline build template.
• Ensure application of required Ros system settings and policies in a dynamic manner.
• Provide integration of Apple Id’s with Single sign on
• Work with our Service Enablement team to create any required request forms and workflows
• Ensure our Dev teams have the relevant tools to do their job from a Mac

More generally:

• Present proposed solutions/designs to the Architecture Steering Group/Platform Steering Group for peer review and Design Authority for signoff where required.
• Work with the team as a subject matter expert to support the Apple Mac platform. This includes assisting with BAU activities driven through our ServiceNow service management platform, health/performance.
• You will work with our other staff on tactical improvements to the platform to increase the resilience and drive down support calls.
• Ensure the Enablement teams are fully self-sufficient in the management of all delivered solutions.
• Ensure design and resulting production service is sufficiently robust, resilient, and scalable for RoS’ needs.
• Ensure needs of all customer personas are met (eg development teams, business users, IT Security, IT ServiceDesk etc.)
• Ensure relevant governance requirements are implemented.
• Deliver solutions based on a “cloud-first” mentality.
• Take active part in the team’s and department’s Agile culture including managing workload using Kanban techniques.
• Manage service health and integrity to an acceptable level.
• Work with the OpSec team to ensure appropriate security and access controls are in place, monitored and adhered to.
• Create and maintain service documentation.
• Attend both squad and wider department meetings, stand ups, show and tells and town hall meetings as required.
• Troubleshoot and resolve any service-related issues.

Essential Skills & Experience:

• Demonstratable knowledge of working with Apple Mac, Microsoft desktop OS, Workstation technologies, Intune, Active Directory, Office 365, Patching technologies, Citrix VDI
• Experience of working in a similarly sized (~1300 users) environment with Enterprise grade controls and processes.
• A good working knowledge of Service Now
• Experience of troubleshooting complex issues and faults across a desktop estate.
• Demonstrable ability to coordinate activity with stakeholders across the business.
• Ability to eloquently describe and justify changes and improvements through a robust change management system.
• Experience of working within a mature agile team where trust, communication, collaboration, forward thinking, workload visualisation and constructive challenge are key attributes.
• Demonstrable experience in understanding the needs of multiple customer personas, with the ability to balance competing and disparate needs.
• Demonstrate the art of the possible to internal customers who resist change.
• Experience delivering robust, resilient, and reliable services with a cloud-first approach.
• Experience performing full-service tuning including applications and client devices.

Desirable Skills:

• Ability to document knowledge and troubleshooting processes.
• Being able to give form of ‘Show and Tell’ sessions.
• Knowledge of security tools from enterprise class vendors such as Palo Alto, Forescout, Microsoft.
• Knowledge and experience of VFQ/Agile techniques including Kanban.
• Experience of the wider Microsoft 365 infrastructure.

This role has been deemed Outside IR35 by the client. Applicants must hold, or be happy to apply for, a valid Basic Disclosure Scotland. Please click the link to apply.