Lead End User Solutions Engineer

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Job description

Job Purpose Summary

The End User Services Services team is responsible for working with the Architecture, Project Management and Operations teams, in order to design, build, test and implement Desktop and Remote Access Services globally. This involves the engineering of core builds, supporting hardware and software, and all related infrastructure. The team is also responsible for the design and development of the technologies and toolsets that are required to manage and maintain the delivery of the firm's Desktop within the production environment.
In addition, the team also provides design and engineering resource to projects, which have been tasked with the delivery of new technologies to support the firm's IT and business strategies. For example, engineering solutions to support a 'Bring Your Own Device' approach, in line with the firm's consumerisation strategy.
Reporting to the Global End User Computing Manager, the Lead End User Solutions Engineer will be tasked, responsible and accountable for the low level design and engineering of Remote Access Service solutions ( Citrix XenDesktop, XenApp, Nettscaler, RSA and VMware) and Desktop Solutions ( Windows 10, Group Policy, SCCM), relating to strategic, project and BAU initiatives. The Lead End User Solutions Engineer will provide input to Architecture on the development of the roadmap for these services, and will also provide engineering resource to project teams, often acting as the technical lead.
The successful candidate will be a technically competent and service oriented IT Engineer, with practical experience of the design and delivery of business critical services to a large global organisation. They will possess a thorough knowledge of both Microsoft and Citrix technologies, as well as a good all-round understanding of supporting hardware and back-office infrastructure. They will be accustomed to working within the ITIL framework of Incident, Problem, Change and Release Management, and also familiar with the full IT project life cycle.

Key Responsibilities:

The Lead End User Solutions Engineer's key responsibilities include:
• Act as a escalation point for the off shore teams, providing advice and guidance on the resolution of Incidents and changes assigned.

• Undertaking the documentation and engineering of production ready Remote Access and Desktop solutions - including supporting infrastructure and toolsets - in-line with the firms IT strategy and End User Services roadmap.

• Develop the firm's 'Gold' Desktop and Remote Access Services builds, and define service related global hardware and software standards, policies and procedures.

• Demonstrate a structured and methodical approach to technical solution development, across the full lifecycle of Design, Build, Test and Implement.

• Attend project meetings, providing Engineering input and direction as necessary.

• The production of high-quality documentation and the completion of any required knowledge transfer, to support the implementation of new or significantly changed solutions. Liaise with Service Management and the relevant Support Teams, in order to ensure the smooth transition of such solutions in to production.

• When and if necessary, to act as an escalation point and provide 4th line support to resolve service related Incidents and Problems.
• Mentor the End User Engineers in technical aspects of the solutions delivered by the team

• Remaining up-to-date on Desktop and Remotes Access Service technologies. Carrying out investigation and research - and completing any required training - to ensure they are au fait with the latest industry trends and developments.

• Support the End User Operations team on Priority Incidents ( P1 & P2)

• Work on RCA and Problem tickets , updating and ensuring these are completed in a timely manner

Skills & Experience
Professional Expertise

• Must have End User Engineering experience with Azure
• Remote Access Service technologies (e.g. Citrix XenServer, XenDesktop ,RSA and XenApp) 3rd Line Expertise
• Microsoft Windows Desktop Operating Systems (7 & 10) and associated technologies (e.g. VPN & BitLocker)
• Microsoft core client applications (e.g. Office 2007, 2013 & 2016)
• Microsoft Desktop Service support and management technologies (e.g. Active Directory Group Policy & SCCM 2012/07) 3rd Line Expertise
• Desktop Virtualisation technologies (e.g. VMWare VDI)
• Third-party Desktop Service support and management technologies (e.g. LoginVSI, Systrack)
• Consumerisation technologies to support BYOD/CYOD (e.g.VmWare Flex)
• Desktop and Remote Access Service related hardware (e.g. Lenovo ,Microsoft Surface Pro & Citrix NetScaler)
Qualifications
The role holder should be qualified to a minimum of:
• ITIL Foundation with a firm understanding of all Service Management processes and outsourced vendor management models (quality and cost).
• Relevant technical qualifications

Experience and skills
• Strong technical background, preferably gained from an Engineering and Support
• Experience in having worked in a process-driven organisation, with strong understanding of the practical implications of service management processes
• Strong relationship skills and confidence in communicating at all levels among technical teams, project managers and IT peers
• Strong negotiation and influencing skills, encouraging team ethic and buy in to ideas.
• Ability to manage multiple workstreams/projects/roles simultaneously
Written Communications
• Highly developed written communication skills and be capable of producing global and sensitive communications to a varied audience.

How we will support you

From your first day with us, you will have varied opportunities to continuously grow and development your skills and knowledge. From formal training, informal coaching and mentoring through to skills-based and technical training and on the job learning.

About the Firm

Whatever your area of expertise, you will find a range of career opportunities at Clifford Chance. And wherever you're heading, Clifford Chance is where you can be true to your ambitions.

Our firm, work and people span jurisdictions, cultures and languages. In a world where commercial success increasingly relies on globalisation, we offer clients a truly international perspective, and we offer our people a rewarding and stimulating career.

We're proud of our approachable, friendly and team-based way of working. Highly professional and self-assured, with an entrepreneurial streak, our people are more than happy to share their expertise and knowledge.

Equal opportunities

At Clifford Chance we understand that our true asset is our people. Diversity and Inclusion is good for our team and their families, our firm and society.

We are committed to treating all employees and applicants fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.

Our goal is to deliver an equality of opportunity, an equality of aspiration and an equality of experience to everyone who works in our firm. Find out more here.

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