[Hiring] End User Computing Solutions Engineer @Avita Care Solutions

Role Description

The End User Computing Solutions Engineer (Level 3) is an integral part of the End User Computing (EUC) Team, bringing advanced expertise and leadership to the role. A strong customer service mindset is crucial for success in this position. The End User Computing Engineer is responsible for providing expert technical support and solutions for complex end-user computing environments. This position identifies common issues and develops proactive strategies to prevent future occurrences. The role involves leading engineering responsibilities for significant projects within the EUC team and supporting other End User Computing Engineers (L1 and L2) with their respective projects.

This is a remote role, with interviews conducted onsite.

• Leads technical work efforts and/or projects, providing guidance and expertise to the team.
• Adheres to Avita Project Management policy and procedures to document project requirements, goals, and outcomes, and maintains project status in approved project management tools.
• Coordinates system work/downtime with vendors and company operations management team.
• Creates and maintains documentation for system configurations, troubleshooting procedures, and end-user guides.
• Independently troubleshoots, diagnoses, and resolves complex technical hardware and/or software issues.
• Monitors, troubleshoots, and performs maintenance on systems assigned to this position.
• Manages Microsoft Active Directory and makes advanced changes/updates as needed.
• Works on projects related to Microsoft Entra ID and Microsoft 365, performing necessary updates or modifications.
• Creates and deploys policies and applications within Microsoft Intune.
• Maintains proper change control management by submitting change control requests to the change control register and documenting results of changes.
• Proactively follows up on implemented changes and ensures that any resulting incidents are addressed timely.
• Ensures timely resolution of outstanding requests and incidents.
• Directs and monitors requests and incidents handled by vendors.
• Utilizes Avita IT Service Management (ITSM) Platform for tracking requests and incidents.
• Aids Service Desk Engineers and Systems Engineers in troubleshooting complex issues.
• Supports the cross-training and professional development of Service Desk Engineers.

Qualifications

• Minimum of 5 years of experience in providing end-user support in a corporate environment.
• Bachelor's degree in Computer Science or closely related field of study preferred.
• Certifications preferred: CompTIA A+, CompTIA Cloud+, ITIL Foundation, MCSA, Microsoft 365 Certified: Modern Desktop Administrator Expert, Project Management Professional (PMP).
• Proven experience in managing and leading IT projects, including software and hardware rollouts.
• Proven track record of delivering projects on time, within scope, and within budget.
• Customer-focused with a passion and drive for customer satisfaction and delivering business value.
• Ability to manage multiple tasks and projects simultaneously.
• Knowledge of project management methodologies and tools.
• Advanced knowledge and hands-on experience with hardware/device and software troubleshooting.
• Experience in stakeholder management and communication, ensuring that project goals align with organizational objectives.
• Ability to identify project risks and develop mitigation strategies to ensure successful project outcomes.
• Exceptional written and verbal communication skills.
• Strong listening, problem-solving, negotiation, analytical, and critical thinking skills.
• In-depth knowledge of ITIL concepts and comprehensive IT support.
• Advanced knowledge and experience with Microsoft 365 and Active Directory.
• Comfortable leading one-on-one training and large group presentations.
• Availability Monday through Friday for regular shifts, with potential weekend/after-hours work for various projects.
• Some weekend/after-hours work may be necessary for various projects.
• Travel up to 10% of time to support company activities nationwide.

Benefits

• Healthcare benefits (medical, dental, vision) for eligible team members and their families, along with additional company paid and voluntary benefit offerings.
• Six company paid holidays and three personal floating holidays, paid time off (PTO), paid leaves - two weeks paid parental leave, bereavement, sick leave, time to vote and jury duty, award recognition program, professional learning and development opportunities.
• Company paid benefits – basic life and AD&D, Maven and Health Care Advocate Work/Life Balance Program, health/dependent flexible spending.
• Voluntary benefits – long and short-term disability, pet insurance, legal, accident, hospital indemnity, critical illness, whole and supplementary life insurance, identity theft protection, 401(K) retirement savings plan with company match.
• All benefits are subject to the applicable plan terms.