About the Role

• The Global Desktop Engineer position is responsible for working cross-functionally with other technical teams to troubleshoot issues, support projects and design solutions and maintain the Desktop environment for LexisNexis and RELX Corporate users. This role will be responsible for  
• Strong technical aptitude and desire to learn emerging skills and technology areas to strategically keep us in a position to take advantage of innovations.  
• Focus on staying on the front edge of new technologies, evaluating, proving and deploying innovative solutions that drive business outcomes that align with our organizational goals. 
• You have the ability to coordinate work across IT support teams.  
• You have a heavy focus on supporting customers and taking ownership of issues to ensure that the issue is recovered and customer impact is mitigated. 
• You have strong communication skills. 
• You can explain technical topics to a non-technical audience  
• You are motivated and driven.  Always up for a challenge and looking for new ways to invent and simplify. 

Responsibilities: 

• Position provides monitoring, troubleshooting, recovery, and problem escalation in a multi-platform desktop environment. 
• Leveraging the ServiceNow ticketing systems, a successful candidate will manage and resolve reported issues, and provide escalation to US Based Desktop Engineers for critical out of hours issues.  
• Implement monthly Desktop patching tasks, including creating associated changes and ensuring the changes are successful. 
• Package applications to be deployed via Systems Center Configuration Manager or Endpoint Manager (Microsoft Intune). 
• Collect and provide monthly reporting of key metrics.  
• Provide support to Level 1, Level 2, and Level 3 end user compute support to maximize customer productivity. 
• Collaborate across teams, find creative solutions to improve process, tooling, and training. 

Requirements:

• Prior experience and confidence in troubleshooting and repairing Windows 10 and Mac OS products. 
• Experience performing patching for Windows security and McAfee 
• Creates and deploys Application Packages for SCCM and Endpoint Manager (Microsoft Intune) 
• Active Directory, MS Exchange, SCCM, JAMF administration  
• Active directory group policy management and maintenance 
• Image management and software deployments 
• PowerShell and scripting experience. 
• IOS / Android support 
• Microsoft 365 administrative and application support. 
• Experience in running and communicating metrics and reporting 
• Support experience, knowledge and proficiency with use of Service Management tools for Incident, Problem and Change Management.  
• Support experience utilizing various operational tools including, but not limited to ServiceNow, SCCM, Intune, McAfee, AWS, or Azure.  
• Experience/interest in scripting/development (Python, PowerApps etc.) skills will present additional opportunity in this role. 
• Experience/interest in data analytics (PowerBI) will present additional opportunity in this role. 
• Experience/interest in Automation (RPA, PowerAutomate, etc.) skills will present additional opportunity in this role.