Senior Analyst - IT Operations (SCCM & Intune)

Job Description

Since 1992, Ciena has been driven by a relentless pursuit of network innovation. We believe in a network that grows smarter, more agile, and more responsive every day. This means that when you digitally interact in your world - picking up the phone, streaming video, texting a friend or loved one your interactions are being enabled by Ciena technologies. Ciena makes your social / entertainment / business existence REAL.Position SummaryCO team IT Operations Analyst is responsible for support and management of internal endpoints, support and coaching for 1st & 2nd Tier Operation Support teams on OS Platforms, desktop applications, deployments and issues, as well as close collaboration with the internal IT Engineering teams to handle escalations, provide documentation, resolve complex technical issues and implement new products.Responsibilities

• Assist and support front-line operation support teams in solving advanced technical issues with guidance and coaching.
• Be the liaison with Engineering teams collaborating for resolution of complex desktop problems, communicate technical information and implementation of corrective and innovative solutions to front-line operations support teams.
• Resolve escalated cases and advanced technical scenarios related to Endpoint Management Software, Applications, Microsoft products, and hardware and peripherals.

• Educating front-line operation teams on the implementation of new endpoint initiatives, providing associated training and Knowledge Articles as required for end-user support global teams.
• Software and Application deployments, including targeting & packaging, patching & updates, inventory control, and security baselining.
• Support automated management process for employee endpoints, providing them a seamless and efficient end-user experience to enable productivity.
• Monitor and analyze gaps building processes to rationalize, troubleshoot and escalate technical problems with endpoint management clients, client inventory, application deployments and security patching.

Required Qualifications

• 5 years experience customer service and support of Windows Operating systems in a global enterprise environment from both software and hardware troubleshooting standpoint.
• and technologies such as AD, DNS, Exchange, and VMware.
• 3 years of experience with Configuration Management, MDM and Deployment methods with SCCM and Intune.
• Experience with Query & Criteria languages, and Data analysis (ex. SQL & WSQL).
• Experience with application deployment/packaging and the different technologies required to deploy new applications/services with zero end-user interaction automatically.
• Experience with deployment methods including inventory control, security baselining, patching, software, and application deployments.
• Understanding of Windows 10 new features, feature updates, and industry best practice processes.
• Understanding of Microsoft Patching Cycles & Policies, best practice processes. (ex. WSUS, Win10 Update Rings)
• Knowledge of new and emerging enterprise technologies (ex: Azure, Intune, Windows Analytics, Autopilot)
• Office 365 or Microsoft 365
• and any other client support or project interaction.
• Additional experience considered an asset.
  • Level 3 Support of Mac OS and Jamf for Mac Management.
  • Experience in one or more scripting tools (ex: Batch, VBS, or PowerShell)

Education

• Post-Secondary Degree in Information Technology would be an asset.
• Active technical certifications would be an asset.
• ITIL-Foundation and Agile experience an asset.

Required Skills

• Technical Expertise - Involves demonstrating a commitment to increasing knowledge and skills in current technical/functional area, keeping up to date on technical developments, staying informed as to industry practices.
• Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions, can see hidden problems, is excellent at analysis, looks beyond the obvious, and does not stop at the first answer if not the best answer.
• Customer Service - Proficient in analyzing complex problems, proposing effective solutions, and understanding and applying business vision and direction.
• Flexibility - Is open to change, enjoys the challenge of unfamiliar tasks, anticipates, and adjusts to problems and roadblocks.
• Communication - Has a good level of communication to establish good relations and collaboration between operations and engineering teams during meetings, incident management, and any other client support or project interaction.
• Ability to work independently and effectively as part of a team, multi-task and reprioritize effectively when required to achieve deadlines.

*LI-CNAbout CienaCiena is a network strategy and technology company with a passion to provide an experience, to you and our customers that is as rewarding as the outcome. We attract the best and brightest those with outstanding talent, motivation, and the right attitude to contribute to our success. Our culture balances our openness and informality with professionalism and trust and is built on the foundation of our core values: Customer First, Integrity, Velocity, Innovation, and Outstanding People. Ciena enables everyone to have a voice and a network that supports them while on the journey to discovering their passion and purpose. We trust each individual to do what they can to reach their full potential and make an impact on the business, whenever, wherever they are in the world. With Ciena s highly innovative, forward-thinking business practices, we reward people for pushing the boundaries. Unlock your potential at Ciena!Being You CienaAs part of our commitment to diversity and inclusion, we want to foster an environment that values and respects all individual s strengths, perspectives, ideas, and ability to meet the needs of our customers globally. Ciena values the diversity of its workforce and respects its employees as individuals, regardless of race, ethnicity, religion, gender, age, national origin, disability, sexual orientation, veteran or marital status or any other category protected by applicable law. We do not tolerate any form of discrimination.Ciena is also committed to compliance with all fair employment practices regarding citizenship and immigration status. If contacted in relation to a job opportunity, you should advise Ciena in a timely fashion of the specific accommodation measures required for you to be assessed in a fair and equitable manner. ,

Keyskills :
it operationsclient supportcustomer serviceinventory controloperating systemscorporate liaisonmicrosoft productsincident managementinformation technologyconfiguration managementhardware troubleshooting