Job Description

Project Role :

Technology Support Engineer

Project Role Description :

Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Must have skills :

Workplace Technology Solutions

Good to have skills :

NA

Minimum

5

year(s) of experience is required

Educational Qualification :

15 years full time education



Roles & Responsibilities: General Workplace Technology Management o Deploy and manage hardware, OS, productivity, and office automation software. o Resolve technical problems and coordinate deskside dispatch services. o Maintain software and equipment configuration items in CMDB. o Ensure compliance with Aon standards for configuration and inventory. Software Support & Distribution o Monitor and install vendor-supplied corrections and patches. o Distribute standard and core security patches and new software to LAN and remote devices. o Publish software deployments via push/pull methods per policy. o Verify deployment of success and resolve incidents proactively. o Maintain compliance with software version controls. Patch Management o Monitor and notify Aon of available patches with deployment plans. o Test and validate patches on designated devices and images. o Coordinate user acceptance and regression testing. o Raise exceptions for delayed patches and deploy approved updates. o Document patch management procedures in SOPs. Application Packaging o Provide packaging services for system software and applications. o Coordinate with requestors and developers for discovery and integration. o Conduct conflict detection and remediation. o Deploy packages for UAT and release via change management. o Maintain SOPs and recommend process/toolset improvements. Image Engineering & Management o Maintain, test, and update device images quarterly or as directed. o Review and optimize images for security and user experience. o Deploy images remotely and troubleshoot deployment issues. o Ensure compatibility with current and planned environments. o Document image management procedures and suggest automation improvements. Workplace Device Encryption o Operate full disk encryption and recovery key services. o Support self-service portal for key recovery. o Troubleshoot encryption issues and validate log file transfers. Mobile Device Management o Understanding of MDM/MAM support using Aon-approved tools. o Manage user access, enforce IT policies, and perform break-fix support. o Document changes and provide monthly reports with recommendations. ________________________________________ Professional & Technical Skills: o Should be certified/equivalent experienced for configuring and supporting following: o Windows servers o Windows 10 / 11 image engineering and management o Microsoft Endpoint Configuration Manager (MECM including co-management) o Patch management, vulnerability remediation o Desktop management, device encryption (BitLocker) o Antivirus/malware protection o Software support and distribution, MSI packaging o Office 365, EMS, Intune, SCCM, Autopilot o Compliance policies, application deployment o Azure AD integration, Windows Server, Active Directory o Citrix technologies: XenApp, XenDesktop, NetScaler o Scripting (e.g., PowerShell), SLA management o Strong troubleshooting skills across Windows OS architectures o Excellent communication, documentation, and problem-solving abilities o Ability to develop and maintain SOPs, technical documentation, and training materials o Good to have certifications o Microsoft Certified: Modern Desktop Administrator Associate o Microsoft Certified: Endpoint Administrator o ITIL Foundation Certification o Citrix Certified Associate - Virtualization (CCA-V) ________________________________________ Additional Information: o This role requires coordination with global teams, vendors, and business units. o Must be able to manage multiple priorities in a fast-paced environment. o Expected to proactively recommend improvements in tools, processes, and technologies. o 6+ years of experience o Minimum 15 years of full-time education, with a Bachelor or engineering degree.




15 years full time education