Consultant - Workplace Engineer, Workplace Technology

About the role

Responsible for 2nd level technical support for the Workplace Technology used by National Australia Bank colleagues. Provision of 2nd level technical support to investigation and resolve macOS and Windows system issues - including platform, environment, base application and user setup issues. Main Responsibilities: Provides 2nd-level technical support of all facets of the Workplace Technology offerings Represents the service(s) across the organization Accountable for the successful resolution of Medium and Low incident management records for users Understands the end-to-end (E2E) technical service(s) including dependent components and infrastructure Accountable for the successful resolution of high, medium and low problems management records Contributes to technical incident bridges with internal staff and 3rd party suppliers. Collaborates with Workplace Technology SME's to ensure that projects handed to Workplace are delivered in accordance with stated strategic and tactical objectives. Identifies opportunities to drive efficiency through Automation Contribute to the tracking and reporting against agreed service KPIs, SLA's, Service Health and the contractual obligations of 3rd party Service Providers. Drive continuous technical improvement to the service ensuring Security and Architectural standards are adhered to. Maintains a high level of knowledge relating to the nominated service including roadmaps, pre-release features and the 2nd level impacts when considering implementation in the NAB environment. Maintains knowledge and understanding of the wider Workplace Technology portfolio and identifies opportunities to leverage complementary technologies to drive efficiency through effective consumption of existing toolsets. Contributes to the technical governance of service management processes including, incident, problem, change, configuration, capacity, continuity (DR), availability, asset, monitoring and alerting Asset lifecycle planning to ensure that the asset fits with the Groups standards and strategic direction Collaborate with 3rd party service providers, project services and service management to ensure high quality and successful transition of all service(s) changes Ensure adequate communication, knowledge sharing and issue resolution across delivery and support teams Stakeholder Management & management of stakeholder expectations Ensure appropriate data quality controls are in place across the portfolio Fulfil other tasks as assigned by your People Leader and/or authorized representative of NAB Vietnam from time to time KEY CHALLENGES: Providing technical support for a business-critical function ensuring service stability, resolution of incidents within SLA and driving efficiency within the service. Driving operational & technology change agenda to mature services in line with industry direction Ensuring service change and service transition is executed flawlessly MANDATORY TECHNICAL SKILLS 3-5 years' experience delivering technical support and development services to large scale enterprise deployments of macOS and Windows end-user platforms 3-5 year's managing and administering large scale JAMF and Active Directory (physical and virtual) end-user environments for macOS and Windows. Experience implementing and managing Base Operating Environments (BOE) and SOE 5 years' experience delivering Workplace services in an enterprise environment. Experience in JAMF and/or AD support and implementation Experience (2 years) experience in creation of scripts (PowerShell or other similar tech) to drive Automation opportunities Experience (2+ years) experience delivering service in an enterprise ITIL environment In-depth understanding of the security challenges in complex EUC environments Strong awareness and understanding of hardware, networks, software technologies and applications Relevant industry certifications desirable. Strong business communication and interpersonal skills Proven ability to remain flexible to deliver business outcomes Tertiary qualification in a Technology discipline or related field Proven experience in coordinating multiple stakeholders and 3rd parties to deliver successful outcomes in a time sensitive environment Knowledge and understanding of industry trends and technology THE BENEFITS AND PERKS We appreciate and reward our colleagues who do great work every day - from excelling for our customers, to taking ownership of an issue to get it resolved. Here's how we support our people with a range of exclusive benefits. 1. Generous compensation and benefit package Attractive salary 20-day paid annual leave and 7-day paid sick leave 13th month salary and Annual Performance Bonus Premium healthcare for yourself and family members Monthly allowance for team activities Premium welcome kit and occasional gifts of appreciation Extra benefits on yo