Position Summary:

The Workspace and Collaboration Engineer’s role within IT Service Delivery is to plan, design, build, install, configure, manage, secure, document, and support solutions for the End User and mobile device environment at Reyes Holdings. This position is responsible for developing, documenting, and implementing best practices and standards aimed at optimizing key functional areas such as O365, Citrix, SCCM, JAMF, MDM, AirWatch, Intune, and device imaging.

The Workspace and Collaboration Engineer will provide technical expertise, with ability to work on multiple projects and issues simultaneously, focusing on operational excellence and continuous improvement activities for Global IT Operations through ITIL based IT Service Management processes and procedures. The successful candidate must have excellent customer service, written, and verbal communication skills, and must be able to work collaboratively across multiple departments, business partners, and suppliers to meet operational performance and reliability targets.

This role is critical in ensuring we collectively achieve our Reyes Holdings IT Purpose: Enabling Business & Employee Success Through IT Services That Anticipate Demand and Simply Work, Anywhere, Anytime.

Position Responsibilities may include, but not limited to:

Responsible for automation and process improvement of current End user and mobile environments focused on processes for inventory of existing assets, tracking of newly purchased assets, imaging, patching, application deployments, and central management.

Plan, design, build, secure, maintain, and support End User facing platforms such as O365 and Citrix.

Responsible for the management and maintenance of enterprise Mobile Device Management platforms such as: Intune, SCCM, JAMF, AirWatch, and End user devices.

Research emerging technology and provide subject matter expertise for architecture roadmaps and planning as it relates to mobile devices, End user devices and associated support technologies.

Based on industry-best standards, develop and maintain technical standards and system configuration documentation, physical and logical diagrams, knowledge base articles, and runbooks related to End User devices.

Build, maintain, and audit all related documentation as it relates to policies, standards, processes, procedures, topologies/diagrams, configuration, training, service records, support contacts, disaster recovery, and backup/recovery.

Responsible for software and hardware upgrades and EOL/EOS refresh as part of life cycle management, including ongoing security patching and vulnerability remediation according to established policies and standards.

Proactively and reactively identify and remediate performance issues through monitoring and systems testing, using the appropriate administration tools and utilities.

Provide Tier 3 technical expertise and support and act as escalation point for the IT Service Center and Managed Service Providers to review and resolve technical issues through completion, including root cause analysis and corrective actions.

Participate in an on-call rotation to provide operational support as needed, which may include off hours.

Adhere to and participate in the current and future IT Service Management processes including, but not limited to incident, problem, and change control procedures.

Other projects or duties as assigned.