Requirements

Key Responsibilities:

Automation Engineering:

• 
  Design, implement, and maintain automation workflows to enhance efficiency in IT operations and desktop support tasks.
• 
  Develop scripts and tools using languages such as
  PowerShell
  ,
  Python
  , or
  VBScript
  to automate access management, incident handling, and configuration tasks.
• 
  Integrate automation solutions with ITSM platforms like
  ServiceNow
  ,
  Jira
  , or other ticketing systems.
• 
  Monitor and optimize automation processes, ensuring reliability and scalability.
• 
  Identify opportunities to streamline desktop support operations using automation tools like
  Ansible
  ,
  Puppet
  , or
  SCCM
  .

Global Access Management (GAM):

• 
  Administer and manage user access across enterprise applications and systems, ensuring compliance with GAM policies.
• 
  Perform advanced troubleshooting and resolution of access-related incidents and escalations.
• 
  Collaborate with security teams to implement role-based access controls (RBAC) and enforce least-privilege principles.
• 
  Develop and maintain documentation for GAM workflows, policies, and processes.
• 
  Conduct periodic audits to validate access permissions and ensure adherence to compliance standards.

Desktop Support (L3):

• 
  Provide expert-level support for desktop, laptop, and virtual environments, including hardware, software, and network configurations.
• 
  Troubleshoot and resolve escalated issues related to operating systems (Windows, macOS), applications, and peripherals.
• 
  Support and maintain desktop management tools like
  Microsoft Endpoint Manager (Intune)
  ,
  SCCM
  , or
  VDI environments
  .
• 
  Collaborate with other IT teams to address underlying infrastructure issues impacting desktop services.
• 
  Mentor L1/L2 support analysts, sharing expertise in automation and technical troubleshooting.

Monitoring and Reporting:

• 
  Use monitoring tools to proactively identify and resolve desktop and access-related issues.
• 
  Generate reports on system performance, ticket resolution times, and access audit results.
• 
  Track automation effectiveness and provide insights for continuous improvement.

Required Skills and Qualifications:

Technical Skills:

• 
  Strong scripting skills in
  PowerShell
  ,
  Python
  , or equivalent for automation.
• 
  Proficiency with GAM platforms and identity management tools like
  Active Directory
  ,
  Okta
  , or
  Azure AD
  .
• 
  Expertise in desktop support technologies, including
  SCCM
  ,
  Intune
  , and
  Windows/macOS troubleshooting
  .
• 
  Familiarity with automation tools such as
  Ansible
  ,
  Puppet
  , or
  Chef
  .
• 
  Knowledge of ITIL processes and ITSM platforms like
  ServiceNow
  or
  Jira
  .

Experience:

• 
  5+ years in IT support or operations roles, with at least 2 years in automation or L3 support.
• 
  Proven experience in GAM and managing enterprise-scale access control systems.
• 
  Demonstrated success in implementing automation for desktop support and access management tasks.

Soft Skills:

• 
  Excellent problem-solving and analytical skills with attention to detail.
• 
  Strong communication and collaboration skills for working across teams and training junior staff.
• 
  Ability to manage multiple priorities and work under pressure.

Preferred Qualifications:

• 
  Certifications:
  Microsoft Certified: Modern Desktop Administrator Associate
  ,
  ITIL Foundation
  , or
  Azure Automation Specialist
  .
• 
  Experience in hybrid environments with a mix of on-premises and cloud-based systems.
• 
  Familiarity with endpoint security tools and compliance standards.