Workspace Analyst

Location: Hungary (Hybrid)

Permanent Role – Full Time

Getronics is a global ICT integrator with a long history that extends over 135 years, across various locations in the UK, Europe, Asia Pacific and Latin America. Getronics are the founders and leading member of the Global Workspace Alliance with a unique model provides customer with consistent IT services. Our vision is to reimagine the digital future one customer at a time.

We have an exciting opportunity for a Workspace Analyst to join our team in Hungary!

Team Purpose:

The team provides 3^rd line Endpoint Management for multiple international customers, focused on the areas of:

• Windows endpoint and mobile device management: update and software deployment, configuration management and operating system deployment.
• Microsoft 365 service components management (Microsoft Defender).
• MS Intune product family management: maintenance and upgrading of Microsoft Configuration Manager (MCM), management of Intune.
• Software packaging: creation and maintenance of application packages.

All Incidents and Requests are to be resolved within SLA as exceeding these would have impact on our customer’s ability to function as a business.

Role Purpose:

The suitable candidate for this role will mainly support the preparation, testing and release of software within the customer environment. This support includes incident resolution as well as request fulfilment.

Primary Responsibilities:

• Ensure the right packaging and delivery approach is used, depending on the application.
• In accordance with agreed processes, execute the steps of the application packaging process within the SLA limits. These include: application intake, packaging (involving a variety of packaging tools), technical testing, documentation, deployment and maintenance.
• Resolve incidents and requests related to packages in accordance with the SLA.
  • Update the customer and the ITSM ticket throughout the lifecycle of it.
  • Liaise with change management, customer, application owners and vendors where needed.
• Liaise with the external packaging factory for select package requests. This includes reviewing their output to ensure the deliverables are up to the agreed standards, before continuing with the release process.

Secondary responsibilities:

• Suggest improvements to the packaging operation and automation.
• Manage and support customer environment built with Windows client Operating systems, Active Directory Group Policy, Microsoft Defender, Software Central and the Microsoft Intune product family (Microsoft Configuration Manager / Intune).
  • Respond to and resolve assigned incidents in addition to implementing requests and changes, ensuring appropriate actions are taken so that none of them exceed their SLA or cause unforeseen business impact.
  • Update the customer and the ITSM ticket throughout the lifecycle of it.
  • Liaise with the Service Desk, other Getronics resolver groups, the customer and vendors where needed, to resolve tickets.
  • Comply with relevant customer and Getronics policies and procedures.
  • Discuss any assigned tickets for which you need assistance with senior colleagues or management.
  • When a ticket is in risk of breaching SLA, escalate to management.
• Document issues and fixes in the Knowledge Management System.
• Actively keep your knowledge of the supported technologies up to date.

Skills/Experience:

• At least 4 years of experience in preparing applications for deployment on Windows Operating Systems, by employing available setup commands/scripting as well as repackaging and customizing setup applications using tooling such as InstallShield, RayPack, etc.
• Thorough knowledge of the MSI and MSIX packaging frameworks.
• Thorough knowledge of Windows 11 and AD Group Policies.
• Intermediate level knowledge of PowerShell Scripting and basic level VB scripting in support of automating application installations.
• Operational knowledge of the Microsoft Intune product family with a focus on application creation/integration and deployment.
• Possess excellent troubleshooting and logical reasoning skills.
• Experienced in working in an ITIL-based operations environment using ITSM toolsets such as ServiceNow.
• Flexible when emergencies occur.
• Proficiency in English.
• Experience in preparing applications for a Citrix environment.
• Microsoft Certifications
  • MD-100: Windows 10
  • MD-101: Managing modern desktops
  • Or MD-102: Endpoint Administrator
• Experience supporting multiple customer environments simultaneously.
• Experience working in an international environment.