Desktop and Server Support Specialist (Endpoint Management) - IT Services - 99981 - Grade 6

The role sits within the Endpoint and Software Configuration team, responsible for configuring staff and student devices and delivering software via self-service platforms. It supports hybrid working by agreement, with periods requiring full on-campus presence.

The post holder provides software and hardware support across campus, using expertise in operating system deployment, application packaging, deployment and lifecycle management in a large, complex environment. This includes packaging and deploying applications for Windows and macOS using Microsoft Configuration Manager, Intune, AppsAnywhere and JAMF Pro.

The role involves working closely with colleagues to ensure service reliability and providing technical guidance across IT Services. It also includes troubleshooting complex issues and packaging bespoke software using advanced configurations, such as PowerShell scripting and secure integrations, in line with University standards.

Main Duties

• Manage and support application packaging and deployment to users and devices across the University, including remote sites, using Microsoft Configuration Manager, Intune, AppsAnywhere, and JAMF Pro.
• Assume responsibility for the packaging, deployment, and thorough testing of applications to ensure optimal delivery, functionality, and seamless integration within hosted environments and platforms.
• Develop software installation packages for both in-house developed and commercial-off-the shelf software.
• Monitor critical services (Microsoft Configuration Manager, Intune, AppsAnywhere, and JAMF Pro) and collaborate with team members to ensure systems are effectively documented, maintained, and upgraded or patched as required.
• Manage application deployments within Active Directory by coordinating deployments via Configuration Manager, Intune, AppsAnywhere, and JAMF Pro, making effective use of OUs and security groups.
• Coordinate both third-party and internal application deployments related to version updates and revisions.
• Demonstrate strong communication skills to facilitate comprehensive consultation with customers and service providers at every stage.
• Maintain and update documentation, procedures, and processes as needed.
• Deliver one-to-one training and guidance to device users, both in person and through written Knowledge Base articles.
• Provide recommendations based on value-for-money considerations, ensuring alignment with overall strategic objectives and standards.
• Liaise with external vendors and contractors, as appropriate, to ensure timely and satisfactory service provision.
• Provide continuous support for desktop services, collaborating closely with the central ITS Service Desk and senior team members to ensure efficient resolution of support calls and thorough documentation for future reference.
• Fosters a fair and equitable workplace for all staff.

Do you have experience in macOS?, * Educated to Degree level (or equivalent qualifications) or relevant technical qualification and relevant experience - where no equivalent qualification is held, extensive proven practical and technical experience in a similar role will be required.

• Fully conversant and proficient with:

• Autopilot
• AppsAnywhere (Application Packaging)
• Intune (application packaging, Autopilot and configuration policies)
• Jamf Pro (application packaging, operating system deployment and configuration profiles)
• MacOS Operating System
• Microsoft Configuration Manager (application packaging and operating system deployment)
• Microsoft Windows Client Operating System
• Strong scripting skills in PowerShell & Bash

• Knowledge and support experience in any of the following areas will be an advantage:

• Desktop Analytics
• Android
• iOS
• ITIL methodology
• Microsoft SQL Server
• Microsoft Windows Server Operating System
• VB scripting

• A strong customer service orientation, showing the ability to both understand/interpret end user requirements and articulate IT solutions that deliver on end user business requirements.
• The ability to work effectively as a member of a team towards quality service goals and deadlines.
• The ability to effectively prioritise and schedule workloads in the face of conflicting demands.
• Excellent communication skills with both internal and external users demonstrating an ability to:

• Communicate complex IT technical problems in a non-technical manner.
• Communicate confidently at all levels within the organisation.
• Express ideas coherently through a variety of media.

• Experience of software and application packaging in a complex enterprise environment with existing knowledge in Microsoft Configuration Manager, Intune & Jamf Pro.
• Evidence of literacy and numeracy, with the ability to write clearly, and to analyse information and data.Knowledge of the protected characteristics and duties under the Equality Act 2010, including fostering good relations and advancing the universities Public Sector Equality Duty (PSED).

Pulled from the full job description

• Sick pay
• Company pension
• Paid volunteer time
• Transport links

The University of Birmingham is proud to have been a part of the City of Birmingham and the wider region for over 100 years, and we are equally proud to be recognised as a leading global university. We want to attract talented people from across the city and beyond, support them to succeed, and celebrate their success. We are committed to helping the people who work here to develop through our sector-leading Birmingham Professional programme which provides all professional services staff with development opportunities and the encouragement to reach their full potential. With almost 5,000 professional services jobs in a wide-range of functions in Edgbaston and in our campus in Dubai, there are plenty of opportunities for you to be able to develop your career at the University. We believe there is no such thing as a typical member of staff and that diversity is a source of strength that underpins the exchange of ideas, innovation, and debate. We warmly welcome people from all backgrounds and are committed to fostering an inclusive environment where diversity is at the heart of who and what we are, and how we work. Supporting our people to achieve a healthy work/life balance is important both to our employees and to the success of the University and, depending on the role, we offer a variety of flexible working arrangements. We therefore welcome discussions on all forms of flexible working. In addition, you will receive a generous package of benefits including 40 days paid holiday a year, one paid day a year for volunteering, occupational sick pay, and a pension scheme. We also have three high quality subsidised day nurseries. The University is situated in leafy Edgbaston and there are excellent transport links to our beautiful campus, including main bus routes and a train station on site. On campus we have a state-of-the-art sports centre with pool, shops, places to eat and drink, our own art gallery, museum and botanical gardens. Find out more about the benefits of working for the University of Birmingham, The role of IT Services is to ensure that the University of Birmingham community has access to responsive, resilient, secure and accessible systems and support. Our technologies enable our students, staff, researchers, visitors, and partners to confidently and creatively use digital services, technology, and data for the benefit of their learning, teaching, research, or work. IT Services are building a culture of innovation, collaboration, openness, and inclusivity, and we apply the principles of customer focus and continuous improvement to everything we do. We want to attract outstanding, inspirational, and talented people, support them to succeed, and celebrate their success. Our IT Services division has an active People and Culture network and Women in IT group, bi-annual making IT happen awards recognition programme, and Social Committee which arranges regular activities and events for colleagues. With a new Digital Strategy, this is an exciting opportunity to join the team making IT happen at the University of Birmingham.