RequirementsKey Responsibilities:
Automation Engineering:
- Design, implement, and maintain automation workflows to enhance efficiency in IT operations and desktop support tasks.
- Develop scripts and tools using languages such as PowerShell, Python, or VBScript to automate access management, incident handling, and configuration tasks.
- Integrate automation solutions with ITSM platforms like ServiceNow, Jira, or other ticketing systems.
- Monitor and optimize automation processes, ensuring reliability and scalability.
- Identify opportunities to streamline desktop support operations using automation tools like Ansible, Puppet, or SCCM.
- Administer and manage user access across enterprise applications and systems, ensuring compliance with GAM policies.
- Perform advanced troubleshooting and resolution of access-related incidents and escalations.
- Collaborate with security teams to implement role-based access controls (RBAC) and enforce least-privilege principles.
- Develop and maintain documentation for GAM workflows, policies, and processes.
- Conduct periodic audits to validate access permissions and ensure adherence to compliance standards.
- Provide expert-level support for desktop, laptop, and virtual environments, including hardware, software, and network configurations.
- Troubleshoot and resolve escalated issues related to operating systems (Windows, macOS), applications, and peripherals.
- Support and maintain desktop management tools like Microsoft Endpoint Manager (Intune), SCCM, or VDI environments.
- Collaborate with other IT teams to address underlying infrastructure issues impacting desktop services.
- Mentor L1/L2 support analysts, sharing expertise in automation and technical troubleshooting.
- Use monitoring tools to proactively identify and resolve desktop and access-related issues.
- Generate reports on system performance, ticket resolution times, and access audit results.
- Track automation effectiveness and provide insights for continuous improvement.
Technical Skills:
- Strong scripting skills in PowerShell, Python, or equivalent for automation.
- Proficiency with GAM platforms and identity management tools like Active Directory, Okta, or Azure AD.
- Expertise in desktop support technologies, including SCCM, Intune, and Windows/macOS troubleshooting.
- Familiarity with automation tools such as Ansible, Puppet, or Chef.
- Knowledge of ITIL processes and ITSM platforms like ServiceNow or Jira.
- 5+ years in IT support or operations roles, with at least 2 years in automation or L3 support.
- Proven experience in GAM and managing enterprise-scale access control systems.
- Demonstrated success in implementing automation for desktop support and access management tasks.
- Excellent problem-solving and analytical skills with attention to detail.
- Strong communication and collaboration skills for working across teams and training junior staff.
- Ability to manage multiple priorities and work under pressure.
- Certifications: Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation, or Azure Automation Specialist.
- Experience in hybrid environments with a mix of on-premises and cloud-based systems.
- Familiarity with endpoint security tools and compliance standards.
Skills Required
- 5+ years in IT support or operations roles
- at least 2 years in automation or L3 support
- Strong scripting skills in PowerShell, Python, or equivalent
- Proficiency with GAM platforms and identity management tools
- Expertise in desktop support technologies including SCCM and Intune
- Knowledge of ITIL processes and ITSM platforms
What We Do
Blue Pearl is a market-leading CLOUD Solutions developer with extensive knowledge and insight into the latest technologies, standardised processes, advanced technical capabilities and consulting processes available, ensuring wholistic success for our clientele. We offer professional consulting to compliment your business strategy and overall management and make it our priority to add value to any business by listening, analysing and creating a conducive solution that will empower our client. We implement a Data Analysis Process that includes inspecting, cleansing, transforming, and modelling data with the end-goal of discovering useful information, informing conclusions, and relevant information to support your decision-making. Your business cannot afford not to engage with us, allowing our data analysis to play a role in making your business decisions more scientific and helping your business achieve effective operation. Blue Pearl’s team of experts include BI strategists, BI analysts, Data Warehouse Architects, Data Scientists, Implementation and Development experts. With the use of BI, Analytics and Big Data, we effectively partner with our customers on their mission to achieve a competitive business advantage and real ROI from the structured information we collect.
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