Job Description

SUMMARY

The GSS Software Deployment Technician\'s main responsibilities are to Deploy Software to Sitel Endpoints using Microsoft Endpoint Configuration Manager, and to Support the Patch Management processes for Microsoft and Third-Party Applications.

As a key member of the Global Site Services team, this role will work with site IT departments to ensure that required software is deployed in a consistent manner across all endpoints whether In Center or @Home.

This includes maintaining installed versions via Patch Management to ensure that systems remain compliant and up to date.

In this role, the GSS Software Deployment Technician will act as first point of entry for the GSS Team and will validate tickets to ensure that correct approvals are in place before proceeding. Where the Software Deployment Technician is unable to complete the work themselves, they will route the ticket accordingly within the wider GSS/W@H Team for action.

The GSS Software Deployment Technician will ensure that ticket tracking systems are completed accordingly to record actions taken, and where required will provide supplemental reporting from SCCM to confirm deployment status.

The GSS Software Deployment Technician will have a strong background across multiple areas of IT. Prior experience of working in diverse multi-discipline teams across a global stage is desirable.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The GSS Software Deployment Technician will provide support to the business in the following areas:

DAY-TO-DAY DUTIES

Using Microsoft Endpoint Configuration Manager (formerly SCCM)

• Software packages
  • deployment
  • reporting
  
  

• Microsoft Software Update management
  • deployment
  • reporting
• 3rd party Software Update management
  • deployment
  • reporting
• Collection creation and maintenance (including housekeeping)
• Client Deployment and Health
  • reporting
• 1st line Ticket Queue Management
  • Maintaining assigned tickets
  • Routing tickets to wider GSS Team
  
  

• Personal
  • Follow company standards and procedures.
  • Keep up with technical development and trends in his/her specialty and advises the manager and team.
  • Must interact with the other members of GSS and Global IT teams.
  
  

• Contribute to employee satisfaction
  • Treat facilities and equipment with care.
  • Work towards individual, team and global goals.
    

• Contribute to company\'s goals:
  • Adhere to and demonstrate Sitel Values.
  • Observe Sitel policies and guidelines.
  • Carry out directions from leadership.
  
  

CORE COMPETENCIES:

• Communication
  • Excellent soft skills.
  • Excellent English skills, both verbal and written.
  • Displays good judgment when dealing with clients, customers and co-workers.
  • Writes accurate documentation and reports.
  
  

• Teamwork
  • Develops confidence and trust.
  • Sets and works to own standards.
  • Displays a positive attitude.
  
  

• Acquaintance
  • High level of accuracy.
  • Data capture and data quality.
  • Is punctual.
  • Is flexible and creative
  • Willing to broaden and acquire knowledge continuously.
  • Able to work under pressure and meet deadlines.
  
  

EDUCATION/QUALIFICATIONS

• Education
  • Computer Science, Business Degree and/or equivalent acquired by provable experience.
  • IT certification in, relevant technology for the role favourable
    • Microsoft 365 Certified: Modern Desktop Administrator Associate would be advantageous.
    
    

• Experience
  • Required
    • Demonstrable experience of supporting Windows 10.
    • A creative, motivated, and dedicated attitude is required.
    • Experience with installing software and both operating system and software updates
    • Must work well in a dynamic team that is geographically dispersed.
  • Highly Advantageous
    • Prior knowledge / experience of Microsoft SCCM/MECM and Office 365
    • Prior Experience using remote control software such as TeamViewer and SCCM Remote Control
    • Experience of troubleshooting complex endpoint issues using various Windows event logs or SCCM logs
    • Prior experience working with 3rd party patch management tools such as Flexera CSI or Patch My PC
  • Advantageous
    • Knowledge of Microsoft products such as, but not limited to, Active Directory, DNS, DHCP, Hyper-V, DISM, MDT, WDS, Windows AIK, Azure and InTune
    • Knowledge of Windows 11
    • Familiar with package creation using InstallShield.
    • Familiar with Orca and creating MSI transform files
    • Familiar with Amazon Workspaces
    • Knowledge of IPv4 networking
    • Prior global call center/outsourcing experience would be advantageous.
    • Experience working in an ITIL environment.
    
    

SUPERVISORY RESPONSIBILITIES

None

SECURITY COMPLIANCE

Employees are required to maintain compliance with Sitel Group safety, security, and privacy programs. Responsible for being an active participant in the Sitel Group safety, security and privacy programs to protect Sitel Group\'s business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all Sitel Group employees.

GSS Software Deployment Technician