Business Technology & Digital Solutions is a fast-growing organization responsible for driving the digital transformation at FUJIFILM Biotechnologies. You will be surrounded by highly dedicated and skilled colleagues worldwide, all working together to ensure stable, efficient, and compliant IT solutions. The Global Desktop Engineering team is part of the Infrastructure & Operations (I&O) department.  
 
We are seeking an experienced, passionate, and service-minded Senior Global Desktop Engineer. The Global Desktop Engineering team is responsible for building, monitoring, managing, and troubleshooting the organization's End-User Computing environment. This role provides critical technical guidance and expertise, diagnosing and resolving high-level technical issues across a diverse range of technologies. It involves analyzing inquiries, identifying the appropriate technical areas or vendors to resolve problems, consulting with managers and colleagues on action plans, and serving as the ultimate point of escalation within the business. 
 
This pivotal role ensures seamless End-User Computing and application performance, delivering exceptional support to our global users. 
 
A key aspect of this position is training and mentoring other Global Desktop Engineers, sharing knowledge, and developing their skills to enable effective troubleshooting and support. This includes leading the creation and maintenance of the organization’s knowledge base, as well as developing end-user support and training documentation. 
 
Furthermore, the candidate will participate in project execution and quality assurance, administer support processes and procedures, and manage client build, software deployment, and patch management. They will also oversee asset management of client hardware and document all relevant processes and procedures. 
 
The ideal candidate possesses a service-oriented mindset, capable of handling customer requests while prioritizing based on criticality. Candidates should have strong knowledge of End-User Computing technologies and demonstrate analytical and methodical approaches to IT incidents and requests, showcasing proven problem-solving skills to address complex technical challenges. Excellent teamwork and collaboration skills are essential for effective interaction within diverse teams and fostering a cooperative work environment. The candidate should exhibit a self-motivated and resourceful attitude, with the ability to prioritize and execute tasks in high-pressure situations while maintaining a strong sense of responsibility and commitment to service. 

Key Accountabilities

• Technical Guidance and Issue Resolution: As the primary point of escalation within the organization, the Senior Global Desktop Engineer is responsible for diagnosing and resolving complex technical issues across a diverse range of technologies
• Training and Mentoring: This role is responsible for training and mentoring other Global Desktop Engineers by imparting essential technical knowledge and skills, empowering them to effectively address and resolve technical issues independently 
• Knowledge Base Management: The Senior Global Desktop Engineer is responsible for the creation and maintenance of the Global Desktop Engineers 's knowledge base. This includes documenting solutions to common issues, establishing best practices, and developing end-user support and training materials
• Project Execution and Quality Assurance: They are responsible for participating in technical projects, ensuring that they are executed efficiently and meet the organization's quality standards
• Client Build, Software Deployment, and Patch Management: Ensure effective software deployment and patch management while also managing asset tracking for client hardware

Qualifications & Experience

• Bachelor’s degree in information technology, Business Administration, Computer Science or a related field
• Highly Regulated Environment Experience: minimum +10 years of work experience
• +5 years of experience as Autopilot & Intune Administrator
• in depth knowledge of jamf
• Proficient knowledge of Tanium 
• In-depth knowledge of MAC environment 
• In-depth knowledge of Active Directory and Group Policy Objects (GPO).
• Proficient knowledge of SCCM “System Center Configuration Manager”
• Excellent analytical, organizational, and problem-solving skills.
• Familiarity with regulatory compliance related to software licenses and hardware disposal
• ITIL Processes Knowledge: Understanding of ITIL processes is required. 

Impact & Decision Making

• Ensuring mimimal service interruption  
• Positively impact on end users experience. 
• Identifing recurring issues and optimizing processes.Identifying solution and present recommendation
• Accountable for assigned incident and request
• Responsible for image and maintenance Crop, MCN and LAB PCs
• Prioritize own task under assigned work area 

Key Knowledge

• Operating Systems Expertise: Extensive experience with various operating systems, particularly macOS, Microsoft Windows 10, and 11
• Networking Knowledge: A solid understanding of networking concepts, including DNS, DHCP, and TCP/IP.   SQL Server: Familiarity with SQL Server, as SCCM uses SQL Server as its backend
• PowerShell Scripting: Scripting skills, especially with PowerShell, are often necessary for automating tasks within SCCM
• Software Distribution: Proven skills in packaging and deploying software via SCCM, Intune, and Jamf
• Project Management: Ability to manage projects, including planning, coordinating, and executing tasks effectively
• Microsoft Suite Proficiency: Proficient in Microsoft Office 2016-2019, Office 365, Teams, and cloud-based phone systems, with strong administrative knowledge
• ITSM Knowledge: Solid understanding of IT Service Management (ITSM) principles and practices to facilitate effective IT service delivery
• Hardware Expertise: Excellent knowledge of computer hardware, including PCs and networking hardware
• Interpersonal and Communication Skills: Strong interpersonal skills and a service-oriented approach. Must be a team player and an effective communicator in English, both verbally and in writing.   
  Analytical and Problem-Solving Skills: Ability to apply analytical and methodical approaches to IT incidents and requests, with proven capabilities in resolving complex issues
• User Interaction: Experience working closely with end-users to manage issues and requests, with a strong focus on customer service and satisfaction
• Teamwork and Collaboration: Excellent teamwork and collaboration skills to work effectively within diverse teams and promote a cooperative work environment
• Self-Motivated and Resourceful: Demonstrates a self-motivated and resourceful mindset, with the ability to prioritize and execute tasks efficiently in high-pressure environments while maintaining a strong sense of responsibility and commitment to service