Unified Communications Support Engineer / Administrator
Job Title: Unified Communications Support Engineer / Administrator
Location: Dublin 8, Hybrid
Contract / Permanent: FTC 24 Months, With further extension
Role:
The Department is a major user of mobile devices and services to support management and staff in the execution of their duties, with a deployed estate of approximately 5,800 laptops and 2,100 smartphones. This role will be involved in the management, administration, and support of the Department's Omnissa Workspace One UEM implementation, providing expert technical services, advanced customer support, and troubleshooting of the enterprise mobile estate and operations.
The assigned resource will be part of a small team of civil servants and contractors, managing and supporting all aspects of the Department's communications environments, including fixed voice, contact centre, mobile voice and data, electronic communications, messaging, conferencing, and presence.
Experience Level Required:
* It is a mandatory requirement that the Resource proposed has the equivalent of intermediate level experience (i.e.: 4-6 years' experience) in this role.
* It is a mandatory requirement that the Resource proposed holds at a minimum the following qualifications or equivalents: VMware Certified Professional - Digital Workspace 2018.
Key Deliverables:
1. Management, maintenance, monitoring and reporting on the Workspace One environment and mobile estate
2. Contribute to the planning and implementation of maintenance and installation works, including building and configuration of infrastructure components in virtualized environments
3. Apply tools, techniques, and processes to track, log, and correct information related to configuration items
4. Research, evaluate, and make recommendations to ensure proper operation and performance
5. Initiate and monitor actions to investigate and resolve problems in systems, processes, and services
6. Security management to include anti-virus, patch, and update management to help mitigate risks to service quality
7. Capacity management for servers and applications – measure and assess platform capacity to meet future scalability of systems to ensure minimal downtime through predictable action
8. Involvement in problem and change management processes including working with the technical teams to facilitate successful testing and introduction of new products to the platform
9. Provide technical expertise to enable the correct application of operational procedures
10. Production of performance, usage, and analytic reports as required
11. Support of technical management and administration functions, including documentation to maintain accurate and appropriate records of all services and resources
12. Configuration and management of the Workspace One platform to ensure that it meets the organisation's needs, including configuring policies, settings, and profiles to ensure that devices and applications are secure and compliant
13. Mobile device management (MDM) and mobile application management (MAM) concepts
14. Managing application deployment in the Workspace One platform, including installing, removing, and updating as required
15. Management of user/device accounts including creation, deletion, password resets, assigning permissions and roles
16. Implementation of security policies, monitoring of security logs, and incident response
17. Provisioning of new devices on the Workspace One platform and de-provisioning lost/stolen or retired devices
18. Provision of support in troubleshooting issues with devices, applications, and network connectivity including technical support to users of the Workspace One platform
19. Create, manage, and roll out device profiles and compliance policies
20. Manage device refresh, mobile app rollout, and device OS upgrades
21. Support project teams for mobile app testing, communication, and deployment
22. Provide Level 2-3 support and be a point of escalation for our Customer Services Team
23. Support colleagues and peers including Technical and Customer Services through documentation, coaching, and knowledge sharing
24. Undertake ad hoc tasks from time to time as directed
25. Other duties as assigned
Requirements:
* The following Experience/Competencies/Skillsets are applicable to this Role.