End User Device Senior Engineer

About GBG

GBG is the leading expert in global identity and location. In an increasingly digital world, GBG helps businesses grow by giving them intelligence to make the best decisions about their customers, when it matters most.

Every second, our global data, agile technology, and expert teams, power over 20,000 of the world's best-known organisations to reach and trust their customers.

Why you should be@GBG

Reach

The precision of location data is critical to businesses that need to know exactly where their customers are so they can reduce failed deliveries, share great customer experiences and remove unnecessary costs. We provide the unique insight to know locations as well as the people who live there, because we understand global addresses better than anyone else.

This means our customers have confidence that their products and services will arrive in time and to the right location In the race to serve global customers, we exist to help every business in the world, reach every customer in the world.

Trust

When a digital business grows, most customers are genuine. However, many are fraudsters who manipulate identities to gain illegitimate access. We give our customers unique insight to decide which are trustworthy and which are fraudulent, because we understand identity better than anyone else.

This means businesses can confidently onboard good customers, reward great customers and reject fraudsters. In the fight against Identity, Fraud, trust is key, so the more you can know and the earlier you know it, the better decisions you can make.

The Team

The role fits in the IT Support & Operations team within corporate IT, which is part of the global Technology function at GBG, working to ensure that GBG deliver a world-class experience for our team members globally. IT Support & Operations team look after all aspects of corporate IT including support of our team members on the tools that they need daily to successfully carry out their roles. We ensure that services are available for team members to utilise and that such services are the best option available to GBG in terms of quality, performance, and cost. We strive for a timely response whilst providing the best customer experience we can.

Specifically, the End User Device Specialist is responsible for the end user device issue and life cycle management, including maintaining the security and compliance of all end user devices, both allocated and shared, such as in meeting.

The Role

As End User Device Senior Engineer, you will work alongside the Digital Workplace Lead to take ownership of GBG’s end user computing and device lifecycle. This will include both hardware and software, and you will be expected to develop internal processes to effectively manage all devices on all MDM’s while maintaining compliance against defined GBG Policies and Procedures including Security and Compliance. In collaboration with our EUD Quality Assurance Engineer, you will also be responsible for ensuring our end user software remains compliant with licensing requirements along with being up to date to maintain our security posture.

What you will do:

• Support for our Digital Workplace Lead
• Maintain our deployment tools to ensure all software remains compliant and up to date
• Produce and socialise roadmaps for both hardware & software
• Ensure our builds meet user and security requirements
• Deployment of planned and tested software updates globally
• Maintenance of GBG’s end user security posture
• Implementation and deployment of new tooling in line with GBG standards
• Device compliance reporting
• Develop and implement policy and process relating to end user device management
• Ongoing assessment and testing of new and emerging technologies in line with the Digital Workplace Lead strategy
• Take a leading role to continually develop and maintain high quality training guides to aid knowledge share and transfer at all levels in the ITSM function.
• Produce and maintain high quality user guides for our end users to assist with self-service support in the GBG estate
• Assist with problem tickets relating to end user devices and work with stakeholders and other technical resources to analyse and identify the root cause and implement the necessary remediation work to resolve them
• Provide high quality customer centric support to our end users
• Ensure Our software deployments remain compliant in line with any vendor licensing
• Maintain communication and collaboration with business teams to ensure key updates are communicated to agreed standards
• Maintain availability and security operations to agreed standards schedules, keeping systems healthy and secure; and maintain application and service configuration adhering to GBG Change Control process and deployment procedures

Expected Behaviours

• Supporting and Co-operating: supports others and shows respect and positive regard for them in all situations. Puts people first, working effectively with individuals and teams, customers and team members Behaves consistently with clear personal values that complement those of the organisation.
• Analysing and Interpreting: shows evidence of clear analytical thinking. Gets to the heart of complex problems and issues. Applies own expertise effectively. Quickly learns new technology. Communicates well in writing.
• Organising and Executing: plans ahead and works in a systematic and organised way. Follows directions and procedures. Focuses on customer satisfaction and delivers a quality service to the agreed standards. Is responsible for achieving the teams committed support KPIs and SLAs.

Requirements

• High level of experience in developing process and policy to meet business needs
• High level of Experience in maintaining Intune & JAMF deployment tools
• Excellent report writing skills
• Good understanding of license and compliance.
• High level experience in Intune & JAMF configuration and maintenance
• Excellent troubleshooting skills with a deep understanding of the technologies being supported
• Experience in providing a best-in-class customer service to end users, including regular meaningful communication
• Excellent application of technical procedures and maintaining technical knowledge base to rapidly resolve issues
• Performance driven to ensure business and technology can be evidenced against agreed SLAs and KPIs
• Proactive / self-starter approach to addressing issues and resolving tickets
• Ability to work autonomously as well as part of the wider team
• Good written and oral communication
• Experience of ITIL operational support working practices
• Experience of introducing new technologies into service and support
• Good organisational skills

Desirable Skills:

• Comprehensive understanding of Endpoint Management with Intune
• Deploying and managing modern managed Endpoints
• Windows 10/11 along with update rings / servicing / feature updates
• Autopilot and device provisioning models
• Application packaging, deployment and testing
• Comprehensive understanding of Active Directory and Entra ID
• Security baselines and standards (NSCS/CIS etc.)
• Cloud LAPS
• MDM/MAM/EMM with Intune (Android/iOS)
• Office Apps and Channel updates
• Entra Conditional Access
• Entra MFA
• PowerShell and MS graph
• Knowledge of end user software stack (Office, SharePoint, One Drive)
• MAC OS
• JAMF Platform, administration, configuring, packaging
• Understanding of security best practice
• Effective communicator
• Problem solving
• Forward thinker to help drive innovation

Benefits

To find out more

As an equal opportunity employer, we are committed to providing fair opportunities for everyone regardless of age, gender race/ ethnicity, sex, religion, age, nationality, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. Everybody is welcome and our inclusion and diversity programme, be/yourself, is designed to ensure that you can thrive. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.

To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to behired@gbgplc.com and we’ll be in touch. You can also check out our career site here.

Why not apply and make life@GBG work for you?