Unified Communications Support Engineer Administrator
Unified Communications Support Engineer Administrator
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Job Description
Job Title: Unified Communications Support Engineer / Administrator
Location: Dublin 8 Hybrid
Contract / Permanent: FTC 24 Months With further extension
Start date: February 19th 2025
Role:
The Department is a major user of mobile devices and services to support management and staff in the execution of their duties with a deployed estate of approximately 5800 laptops and 2100 smartphones. This resource will be involved in the management administration and support of the Department s Omnissa Workspace One UEM implementation providing expert technical services advanced customer support and troubleshooting of the enterprise mobile estate and operations. The Resource will report to the Mobile Services Manager.
The assigned resource will be part of a small team of civil servants and contractors managing and supporting all aspects of the Department s communications environments including fixed voice contact centre mobile voice and data electronic communications messaging conferencing and presence.
Experience Level Required:
It is a mandatory requirement that the Resource proposed has the equivalent of intermediate level experience (i.e.: 46 years experience) in this role.
It is a mandatory requirement that the Resource proposed hold at a minimum the following qualifications or equivalents: VMware Certified Professional Digital Workspace 2018.
Key Deliverable:
The following nonexhaustive list of Key Deliverables are applicable to this Role.
Management maintenance monitoring and reporting on the Workspace One environment and mobile estate
Contribute to the planning and implementation of maintenance and installation works including building and configuration of infrastructure components in virtualized environments
Apply tools techniques and processes to track log and correct information related to configuration items
Research evaluate and make recommendations to ensure proper operation and performance
Initiate and monitor actions to investigate and resolve problems in systems processes and services
Security management to include antivirus patch and update management to help mitigate risks to service quality
Capacity management for servers and applications measure and assess platform capacity to meet future scalability of systems to ensure minimal downtime through predictable action
Involvement in problem and change management processes including working with the technical teams to facilitate successful testing and introduction of new products to the platform. To make certain that system modifications and services changes are identified documented and supported before action
Provide technical expertise to enable the correct application of operational procedures
Production of performance usage and analytic reports as required
Support of technical management and administration functions including documentation to maintain accurate and appropriate records of all services and resources
Configuration and management of the Workspace One platform to ensure that it meets the organisations needs. This includes configuring policies settings and profiles to ensure that devices and applications are secure and compliant
Mobile device management (MDM) and mobile application management (MAM) concepts
Managing application deployment in the Workspace One platform. Including installing removal and updating has required
Management of user accounts/device accounts including creation deletion password resets assign permissions and roles
Implementation of security policies monitoring of security logs and incident response
Provisioning of new devices on the Workspace One platform and deprovisioning lost /stolen or retired devices
Provision of support in troubleshooting issues with devices applications and network connectivity including technical support to users of the Workspace One platform
Create manage and roll out device profiles and compliance policies
Manage mobile devices enrol or unenroll devices disable or wipe devices
Manage device refresh mobile app rollout and device OS upgrades
Support project teams for mobile app testing communication and deployment
Provide Level 23 support and be a point of escalation for our Customer Services Team
Support colleagues and peers including Technical and Customer Services through documentation coaching and knowledge sharing
To undertake ad hoc tasks from time to time as directed
Other duties as assigned
Requirements
The following Experience/Competencies/Skillsets are applicable to this Role.
1. Service Management
2. Account Management
3. Policy Management
4. Capacity Management
5. Technical Management
6. Security Management
7. Device Management
8. Application Management
9. Compliance / Governance
10. Documentation
11. Service Administration
12. Service Support
13. Problem / Change Management
14. Collaboration / Knowledge Transfer
15. Client / Server Configuration
The following Experience/Competencies/Skillsets are applicable to this Role. 1. Service Management 2. Account Management 3. Policy Management 4. Capacity Management 5. Technical Management 6. Security Management 7. Device Management 8. Application Management 9. Compliance / Governance 10. Documentation 11. Service Administration 12. Service Support 13. Problem / Change Management 14. Collaboration / Knowledge Transfer 15. Client / Server Configuration
Education
It is a mandatory requirement, that the Resource proposed has the equivalent of intermediate level experience (i.e.: 4-6 years experience) in this role. It is a mandatory requirement, that the Resource proposed hold at a minimum the following qualifications or equivalents: VMware Certified Professional - Digital Workspace 2018.
Employment Type
Full Time
