Associate Engineer (Hybrid) at TransUnion

What You'll Bring:

How You’ll Contribute:

In this critical role, you’ll be responsible for working with different business units to develop the engineering design that supports the business and operational requirements for standard systems or enhancements to existing systems.

You will provide technical support and guidance to the IT Service Desk in relation to the End User experience. The role also requires a high level of technical analytical skills in the areas of software and hardware as well as proactive activities.

The purpose of the role is to assist in the operational support, reactive installation and maintenance of Transunion office systems and associated hardware technologies.

To build your own technical and professional skills, you will proactively seek out on-the-job training from seniors’ and other resources within the greater company.

As a Desktop Engineer, you’ll need to manage multiple projects simultaneously, with occasionally conflicting priorities. Key responsibilities span 2 areas:

Support

• Day to day End user Support through Service Requests and Incident Management
• End user software installations and upgrade
• End user hardware installations, upgrades, and maintenance. (PC's, Laptops, MacBook, Monitors, docking stations etc.)
• Proactive maintenance of the End user estate, security compliance and patching
• Update process documentation on an on-going basis
• Partnering and facilitating support vendors
• Working closely to deliver service with Infrastructure, Application teams.
• Working with InfoSec teams, ensure that DR and BCP requirements and documentation is kept up to date and fit for purpose.
• Carry out Microsoft & Third-party application patching.
• Provide guidance and advice to other Technical Support staff involved in supporting systems EUC systems.
• Provide cost effective technology solutions and continually review to identify savings.
• To provide a robust, stable End user experience, reducing the support overhead
• To ensure Laptop security and patch levels are maintained and monitored. (SCCM)
• Secure / Monitor all Laptops/Desktops to prevent illegal or unapproved installation of software.
• Install, test, and advise on all Laptop hardware, software, and applications.
• Adhere to software licensing standards.

Analysis

• Learns how to identify opportunity and may be able to offer recommendations and solutions for improving efficiency and service.
• Researches and evaluates technology solutions that improve and enhance efficiencies for the corporate environment and recommends solutions to manager.
• The role requires a high level of technical expertise in the application layer and systems administration,
• responsibilities of the SCCM environment, Anti-Virus, Windows patching, and Mobile Device Management.
• The role is also required to make recommendations in the way we manage our processes more effectively:

including:

• Windows 10/11 experience
• Mobile – iOS
• ITIL best practice
• Troubleshooting and triage
• Vendor Management
• SCCM knowledge
• Solid End User Hardware experience
• A good understanding of software, Office, Viso, Adobe, SQL Etc.,
• Active Directory
• Security and Compliance
• Software licensing and Asset management

Impact You'll Make:

What You’ll Bring: 

• Proven work experience not less than 5 years as IT Support Technician, 
• Desktop Support Technician or similar role
• A+, N+, MCSA, Basic Cloud Certification/s
• Quick study for on-the-job learning/training
• Support 3rd Party solutions & apps (viz, Avaya, Buster, Horizon, VMWare)
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude
• Ability to perform remote troubleshooting and provide clear instructions.
• Experience with remote support applications and techniques (e.g., VPN, RDP, MFA, RCV)
• Excellent understanding of Windows Event logs and how to identify problems.
• Proficient in Ticket management and helpdesk functionality (Remedy)

Professional skills:

• Excellent use of Microsoft Technologies esp. MS Teams.
• Good written and verbal communications skills.
• Experience in the use of project management tools and methodologies.
• Ability to manage concurrent projects to plan.
• Experience leading projects.
• Demonstrated ability to execute and perform timely follow-up to ensure customer satisfaction
• Ability to manage projects to plan.
• Ability to instill quality in every aspect of the job function
• Create, Update & Maintain Knowledge base of commonly recurring issues/solutions.