Remote Desktop Systems Engineer

Primary Role

Remote Desktop Systems (RDSM) Engineer - specific RDSM functions and is responsible for providing end to end life cycle management to assigned RDSM services and technology areas. The RDSM Lead drives services, operational processes, procedures, and standard technologies to realize operational efficiencies of RDSM Services and supporting Technologies.

Working Relationships

• Working with End User Experience and Global Account Lead;
• May manage a small team with 2-3 persons for Support via RDSM Services;
• Directly report to Line Manager or superior or client if need.

Professional Responsibilities

• Develops processes and procedures to establish management and control over RDSM Toolset server software licensing. Develops RDSM Services and Technology Presentation Material;
• Define management and operational metrics and data collection methods for assigned RDSM Services and Technology areas;
• Develop and implement Service Definitions for the RDSM Services;
• Manages and communicates RDSM Services and Technology Roadmaps to the global account base via the Account;
• Provides input into vendor agreements to ensure operational support and training requirements are addressed;
• Actively partners and works with the End User Experience Organization by providing service requirements and setting RDSM priorities for specific support areas;
• Develop and maintain a strong conceptual understanding of the RDSM Services and supporting Technologies;
• Adheres to the Release Management Process when introducing or updating RDSM Services and supporting Technologies;
• Maintain a personal knowledgebase and industry awareness of RDSM Best Practices and Technologies through publications and bulletins, and manufacturer’s web site information;
• Able to lead and participate in concurrent RDSM project activities and multi-task;
• Consistently supports the team objectives and acts as a team player at all times;
• Performs all assigned tasks meeting task schedules in a consistent manner;
• Escalates issues in an appropriate manner as required;
• Mentor other RDSM member to improve knowledge and skill-set;
• Responds to requests from management in a timely manner;
• Closes action items and issues in a timely manner;
• Ability to constructively resolve conflicts with others to the betterment of the organization and all involved;
• Estimates resources required for project execution;
• Addresses and escalates project issues;

Professional Requirements

• At least 03 years in knowledge/experience of various elements within the Remote Desktop System Management is a must;
• Having technical/process working knowledge in all of the following areas: Systems Management Toolsets, Microsoft Operating Systems, Desktop Hardware and Software, Desktop Remote Control are needed;
• Technical/process understanding of the following areas: Software Distribution, Patch Management, Electronic Inventory Management, Anti-virus, Active Directory, Microsoft Server Infrastructure
• Good English communication is required;
• Problem solving and the ability to breakdown complex processes and issues, team collaboration.
• Experienced with Windows OS client and infrastructure troubleshooting (Win2K, WinXP, Vista);
• Knowledge of Active Directories, advanced knowledge of the Windows Networking, knowledge of Anti-Virus client, and server side software and infrastructure are preferred;
• Experiencing with electronic Desktop Management Software (SCCM, SMS, BMC-CM etc.).

Education/Training

• College degree is a must;
• University is preferred;
• Other certificates (Microsoft System Center Configuration Manager 2007 / 2012, MCTS Certification or MCSE, MCITP, Microsoft Server Infrastructure) are preferred;