SRE - End User Computing

The Role

We are currently looking for a dynamic, flexible, and knowledgeable candidate to fill the role of End-User Computing (EUC) Engineer. The EUC Engineer will provide technical support to end users on various technical issues and problems relating to hardware and software. He/she will be able to gain knowledge through the current documented procedures, processes, and resolve service tickets in a timely manner and according to Service Level Agreements. The selected candidate will interact with cross-functional teams, understand the support requirements, perform ad-hoc root cause analysis, and develop and maintain a knowledge base. The selected candidate should understand the service level requirements and strive for continuous service improvement by providing quality technical support to end users. He/she can identify interdependencies when analysing problems and developing creative solutions. He/she should display sound judgment when making decisions and demonstrate initiative when a situation calls for action.

Responsibilities

Provide IT Support

• Provide technical support to users.
• Perform ad-hoc analysis.
• Assist users with hardware and software installations.
• Act as a resource for colleagues with less experience.
  
  

Implement New Systems

• Develop technical specifications and evaluate technical responses.
• Install hardware equipment, software, and maintenance agreements.
• Perform acceptance testing of installed/upgraded equipment.
• Oversee integration, compatibility, and continuing operations of systems to ensure minimal disruption.
• Design new methods of highly complex reporting and presentation.
• Conduct office automation feasibility studies for all tasks.
• Prepare, propose, implement, and track projects, policies, procedures, and standards relating to Technology Management, IT security and infrastructure as a whole.
  
  

Maintain Systems

• Organise system activities including planned maintenance events, system backup processes and disaster recovery drills.
• Develop supporting documentation of all activities.
• Research alternates to existing software and hardware.
• To work closely with stakeholders in cross-functional groupings to ensure integration, project execution and successful implementation and support with minimal disruption to user operation.
  
  

Resolve Issues

• Review trends of support cases related to endpoint, deployment, and areas to identify any areas of concern, propose and implement improvement measures.
• Identify interdependencies when analysing problems to develop feasible innovative solutions in compliance with security.
• Coordinate activities to identify, diagnose and rectify problems with little precedence.
• Simulate user problems to resolve operating difficulties.
• Develop innovative solutions and/or systems modifications to reduce user problems.
• Develop mitigating and/or preventive solutions.
• Assist senior leaders in project planning and testing.
  
  

Ideal Candidates Should Have/be

• At least 5 years or more experience in Desktop EUC environment using leading methodologies ( Windows 10 platforms) & processes with some network and firewall knowledge preferred. Understanding of Windows 11 is an advantage.
• Possess leadership qualities.
• Successful track record in project management, user and vendor management and as a project lead for small to mid-scale projects.
• Experience in MS Windows environment & application support.
• Strong leadership and analytical skills and ability to work independently.
• Experience in End-user device deployment and planning in Finance or Ratings industries is an added advantage.
• At least relevant hands-on experience in project management of large-scale projects.
• Strong interpersonal skills with the ability to work with different groups of stakeholders.
• Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, and vendors.
• Sound understanding and hands-on experience in all phases of the project lifecycle.
• Effective written and verbal communication skills
• Knowledge of Microsoft Active Directory. Proficient and deep understanding of Microsoft Active Directory including monitoring and troubleshooting of GPOs is an advantage.
  
  

Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to: [email protected] and your request will be forwarded to the appropriate person. 

US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.

202 - Middle Professional (EEO Job Group) (inactive), 20 - Professional (EEO-2 Job Categories-United States of America), IFTECH202.1 - Middle Professional Tier I (EEO Job Group)

Job ID: 294118

Posted On: 2023-10-30

Location: Ramat-Gan, Israel