The IT End User Services Engineer (Mobility) at WIRB-Copernicus Group (WCG) will primarily be responsible for the configuration and management of the Mobile Device Management system (Airwatch) and will interface with business groups and provide guidance/assistance in the implementation of mobile applications. This position will also be responsible for providing documented support procedures for MDM system, and technical training and guidance to level-2 IT support team. As part of the End User Services Engineering function, this position will also be responsible for taking up assignments in Windows PC Imaging, Image deployments using SCCM and MDT, and provide Level 3 Desk side support from time to time.
LOCATION: The person selected can work at either our Hamilton NJ or Plymouth Meeting PA, location. This is not a remote position.
Bachelor's degree in Computer Science, Computer Information Systems, or other technical discipline highly desired.
CompTIA Mobility+, VMWare Workspace ONE certifications
SCCM Training, MSCA
3+ years in infrastructure mobile technologies, including implementing and supporting mobility systems at the engineering level in an enterprise environment with 10,000+ managed mobile devices (Apple iOS and Android operating systems)
3+ years of experience in configuring and administering MDM/UEM systems and multiple device types (Samsung, Apple, Dell, Toshiba) in an enterprise environment
3+ years of end user support (onsite and remote) across multiple end user devices including PCs, tablets and mobile phones
Level 3 Desk Side support experience a plus
Experience working in a regulated environment a plus
The candidate must possess strong knowledge and experience in the following areas:
o AirWatch/Workspace One Mobile Device management
o Microsoft SCCM/In-tune UEM
o Windows PC/Tablet OS Image creation, deployment and maintenance
o Microsoft PowerShell scripting
The candidate must have excellent customer service attitude and ability to work with others in a highly collaborative environment
Strong ability to communicate highly technical information to management teams
Ability to understand business' goals and objectives, with demonstrated ability to apply technology in solving business problems
Strong organizational skills, capability to schedule and coordinate multiple activities in results-oriented environment. Initiative and ability to enforce policies and procedures through influence
Highly available and responsive to occasional after-hours problem management in a mission critical 24/7 support environment
Working knowledge of Active Directory and networking concepts such as TCP/IP and other networking protocols and services: DNS, WINS, DHCP, Routing, MAC
Working understanding of LAN, WAN including firewall and VPN technologies
Working Knowledge of Scrum and Agile methodology
Configure and maintain MDM and UEM systems (AirWatch, SCCM/MS In-tune) to have hierarchical levels of control for Engineering team vs Support team
Management and administration of mobile device management systems
Undertake device evaluation and OS Imaging, testing, and packaging for deployments along with associated IQ/OQ documentation
Interface with business groups and corporate IT to implement business solutions
Work with application teams to test and deploy apps to the various mobile devices
Provide technical guidance and operational procedure to Level 1 and 2 support staff who support mobility users in office and remote locations globally
Work with close coordination with key stakeholders (Security, Network and Server Administrators) in Information Systems to plan/configure MDM, MAM and devices
Design & Development of global automated application deployment mechanism for standard software
Patch Management - Design & Development of global Microsoft patching capabilities
Implementation of Security standards as agreed upon with IT Security function
Initiate and manage HW and SW lifecycle
Provide up to date documentation on design and support processes
Lead and execute changes to production environment after vigorous testing and validation
Build end user Deployments and Manage Rollouts of standard software
Resolution of any escalated user tickets (L3 Support)
Provide Tier 2 IT support to onsite and remote end users on a variety of IT hardware and software issues as assigned from time to time.
May need to provide after hours on-call support in the evenings and weekends in case of emergencies.
May require domestic and international travel, approximately 10% of the time, including overnight and weekend stays as necessary, consistent with project needs and office location.
WCG is the world’s leading provider of solutions that measurably improve the quality and efficiency of clinical research. The industry’s first clinical services organization (CSO), WCG enables biopharmaceutical companies, CROs, and institutions to accelerate the delivery of new treatments and therapies to patients, while maintaining the highest standards of human subject protection. WCG’s highly motivated team delivers transformational solutions that stimulate growth, protect ethical compliance, and maximize efficiency for those who perform clinical trials.