Unified Communications Support Engineer/Administrator

Job Title: Unified Communications Support Engineer / Administrator

Location: Dublin 8, Hybrid

Contract / Permanent: FTC 24 Months, With further extension

Start date: February 19th, 2025

Role:

The Department is a major user of mobile devices and services to support management and staff in the execution of their duties, with a deployed estate of approximately 5,800 laptops and 2,100 smartphones. This resource will be involved in the management, administration, and support of the Department’s Omnissa Workspace One UEM implementation, providing expert technical services, advanced customer support and troubleshooting of the enterprise mobile estate and operations. The Resource will report to the Mobile Services Manager.

The assigned resource will be part of a small team of civil servants and contractors, managing and supporting all aspects of the Department’s communications environments, including fixed voice, contact centre, mobile voice and data, electronic communications, messaging, conferencing, and presence.

Experience Level Required:

• It is a mandatory requirement, that the Resource proposed has the equivalent of intermediate level experience (i.e.: 4-6 years’ experience) in this role.
• It is a mandatory requirement, that the Resource proposed hold at a minimum the following qualifications or equivalents: VMware Certified Professional - Digital Workspace 2018.

Key Deliverable:

The following non-exhaustive list of Key Deliverables are applicable to this Role.

• Management, maintenance, monitoring and reporting on the Workspace One environment and mobile estate
• Contribute to the planning and implementation of maintenance and installation works, including building and configuration of infrastructure components in virtualized environments
• Apply tools, techniques, and processes to track, log, and correct information related to configuration items
• Research, evaluate, and make recommendations to ensure proper operation and performance
• Initiate and monitor actions to investigate and resolve problems in systems, processes, and services
• Security management to include anti-virus, patch, and update management to help mitigate risks to service quality
• Capacity management for servers and applications – measure and assess platform capacity to meet future scalability of systems to ensure minimal downtime through predictable action
• Involvement in problem and change management processes including working with the technical teams to facilitate successful testing and introduction of new products to the platform. To make certain that system modifications and services changes are identified, documented, and supported before action
• Provide technical expertise to enable the correct application of operational procedures
• Production of performance, usage, and analytic reports as required
• Support of technical management and administration functions, including documentation to maintain accurate and appropriate records of all services and resources
• Configuration and management of the Workspace One platform to ensure that it meets the organisation's needs. This includes configuring policies, settings, and profiles to ensure that devices and applications are secure and compliant
• Mobile device management (MDM) and mobile application management (MAM) concepts
• Managing application deployment in the Workspace One platform. Including installing, removal and updating has required
• Management of user accounts/device accounts including creation, deletion, password resets, assign permissions and roles
• Implementation of security policies, monitoring of security logs and incident response
• Provisioning of new devices on the Workspace One platform and de-provisioning lost /stolen or retired devices
• Provision of support in troubleshooting issues with devices, applications, and network connectivity including technical support to users of the Workspace One platform
• Create, manage, and roll out device profiles and compliance policies
• Manage mobile devices, enrol or unenroll devices, disable or wipe devices
• Manage device refresh, mobile app rollout and device OS upgrades
• Support project teams for mobile app testing, communication, and deployment
• Provide Level 2-3 support and be a point of escalation for our Customer Services Team
• Support colleagues, and peers including Technical and Customer Services through documentation, coaching and knowledge sharing
• To undertake ad hoc tasks from time to time as directed
• Other duties as assigned

Requirements

The following Experience/Competencies/Skillsets are applicable to this Role.

• Service Management
• Account Management
• Policy Management
• Capacity Management
• Technical Management
• Security Management
• Device Management
• Application Management
• Compliance / Governance
• Documentation
• Service Administration
• Service Support
• Problem / Change Management
• Collaboration / Knowledge Transfer
• Client / Server Configuration

Job Types: Permanent, Fixed term
Contract length: 24 months