3rd Line - SCCM/Intune Engineer

The Patch Management service helps customers ensure their End User devices as well as their Servers are patched and security compliant. We achieve this by maintaining the latest patch on monthly / quarterly bases. Patch Management also provide software deployment to ensure all customer's core applications are on the latest / supported version.

Our goal is to provide users with the best possible upgrade experience, and we achieve this by using our mature and comprehensive standard process and tools. The service is governed and controlled by the Release team.

Patch Management is a global service delivered from the UK, India, and South Africa locations.

What you'll do

• Manage customer's security patching and Software Deployment requirement according to the agreed contract and SLA

• 1st point of contact for escalation of Patch related incident and problems

• Incidents and Problems are owned and managed through to resolution

• Undertake root cause analysis with technical teams where required

• Collaborate with other teams (where required) to ensure efficient remediation and resolution

• Facilitate meetings both internal and external

• Support other team members for cover and contingency

• This role will require a flexible approach and may occasionally require out of hours support

• Hand on experience of Windows patch management

• Technical experience of using deployment toolsets (SCCM/MECM, Intune, WS1, WSUS)

• Experience of deploying security patches and software packages

• Experience of Microsoft operating systems and Patch Management process

• Thorough understanding of release and change processes and risk management

• A keen interest in Microsoft Security and a desire to learn similar processes for other operating systems

• A flexible approach to working hours will be required to facilitate the patching process as working unsociable hours may be required

• Knowledge of VMware integration of operating systems

• In-depth technical knowledge of PC, peripheral and Network products

• Good written and verbal communication skills are essential to this role as are good documentation skills

• Attention to detail

• Excellent workload management

• Experience of MI /Customer reporting

• Excellent communication skills

• Excellent documentation skills

• Flexible team member

• Customer facing skills

• Ability to assist with Service Integration process (new business)

The ideal candidate will have proven experience and skills in ITIL Change Incident and Problem Management, as well as ITSM/Service Now tooling. You will be a flexible and proactive team member who takes a pragmatic approach to challenges and workload. Leverage your technical expertise and collaborate with the skills of those around you to deliver effective support to the team, ensuring the successful delivery of the Patch Management service to our customers. You will also have the opportunity to help drive service improvement, automation and maturity.