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Tier 3 IT Help Desk and MDM Specialist

3 months ago

Scotland, United Kingdom Option One Technologies Full time

Tier 3 Helpdesk, Support and Endpoint Management Specialist


Job Summary:

As the Tier 3 Support and Endpoint Management Specialist, you will serve as the highest level of technical support for complex issues and escalations. You will be responsible for resolving the most challenging end-user and system problems, managing and optimizing endpoint infrastructure, and providing expert guidance to Tier 1 and Tier 2 support teams. Your role will involve advanced troubleshooting, system analysis, and strategic planning for helpdesk and endpoint management.


Key Responsibilities:

Tier 2 Support:

  • Provide first-line technical support for end-users across various platforms and applications
  • Resolve common issues related to hardware, software, networks, and peripherals
  • Manage and respond to support tickets within defined SLA timeframes
  • Perform basic to intermediate troubleshooting and problem resolution

Tier 3 Support:

  • Serve as the escalation point for complex technical issues
  • Perform root cause analysis on systemic issues and develop long-term solutions
  • Provide advanced technical support for desktop, laptop, and mobile devices across various platforms (Windows, macOS, Linux, iOS, Android)
  • Provide advanced technical support for systems and platforms (Microsoft 365, Azure, GSuite, others…)

Ticket Management in JIRA ITSM:

  • Oversee the ticket queue and ensure timely responses to all tickets within Jira ITSM
  • Assign and allocate resources effectively to manage workload and meet SLAs
  • Develop and implement strategies to improve ticket resolution times and quality
  • Generate reports on ticket metrics and identify trends for process improvement

Endpoint Management:

  • Design, implement, and manage advanced endpoint management strategies
  • Lead the implementation and optimization of Remote Monitoring and Management (RMM) tools
  • Oversee and optimize patch management processes for operating systems and applications
  • Implement and manage advanced endpoint security solutions in collaboration with the network and cybersecurity team

Financial Data Application Support:

  • Provide support for financial data applications such as Bloomberg, FactSet, Enfusion and others
  • Troubleshoot issues related to data feeds, integrations, and custom setups in financial applications
  • Liaise with financial application vendors for advanced support and issue resolution
  • Stay updated on new features and updates in financial data applications and communicate changes to users

Advanced Technical Tasks:

  • Develop and maintain automated scripts (PowerShell, Bash, etc..) and tools to improve efficiency and resolve recurring issues
  • Implement complex remote access solutions (VPN, VDI, RDP) for enterprise environments
  • Conduct performance tuning and capacity planning for endpoint infrastructure
  • Develop and maintain disaster recovery and business continuity plans for endpoint systems

Leadership and Training:

  • Provide mentorship and technical guidance to junior support staff
  • Develop and deliver technical training for IT staff and end-users
  • Contribute to the development of IT policies and procedures related to support and endpoint management

Strategic Planning:

  • Evaluate and recommend new technologies to improve endpoint management and user experience.
  • Participate in project planning and implementation for large-scale endpoint initiatives.
  • Collaborate with other teams to integrate support and endpoint management with overall IT infrastructure and security strategies.


Required Skills and Qualifications:

  • Must be professionally fluent in English, written and verbal
  • Bachelor’s degree in computer science, Information Technology, or related field
  • 7+ years of experience in IT support and endpoint management, with experience across all support tiers
  • Strong knowledge of Microsoft 365, SharePoint, Azure, G Suite, and VoIP systems
  •  Strong knowledge of Windows 8/10,11, VMs, and Mac Operating Systems & Desktop Administration
  • Advanced certifications (e.g., CompTIA Advanced Security Practitioner, MCSE, VMware Certified Professional, ITIL Expert)
  • Proven experience in managing and optimizing ticket queues and support processes
  • Strong knowledge of financial data applications (Bloomberg, FactSet, Enfusion, etc.) and their technical requirements
  • Experience with email security platforms such as Mimecast and Proofpoint
  • Extensive knowledge of enterprise endpoint management tools and practices
  • Strong networking knowledge (TCP, IP, VPN, Firewall, Switching, SFTP, and Cloud network)
  • Strong experience with scripting and automation (e.g., PowerShell, Bash)
  • Deep understanding of operating system internals and troubleshooting methodologies
  • Experience with enterprise mobility management (EMM) and unified endpoint management (UEM) solutions
  • Familiarity with ITIL frameworks and IT service management best practices
  • Knowledge of cybersecurity principles and best practices for endpoint protection
  • Excellent problem-solving and analytical skills, with the ability to troubleshoot issues across all complexity levels
  • Strong leadership and mentoring abilities
  • Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences
  • Ability to work under pressure and manage multiple priorities simultaneously
  • Customer-service oriented with a focus on delivering high-quality support.