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IT/Technical & Product Development
TEC00126 Requisition #
Elsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity.  Our strategy is to combine content with technology, supported by operational efficiency, to turn information into actionable knowledge.  To deliver against our strategy, we employ over 9,000 people (including 1,000 technologists) in over 70 offices across 24 countries.
Role Summary:
We have a fantastic opportunity for an experienced Principle Systems Engineer to join our EUC Enterprise Engineering team.
The primary objective of this role is ultimately to ensure that our users are working as effectively and as efficiently as possible.  This requires you to provide excellent thought leadership, direction and coaching to other systems engineers.  This is a hands-on technical role supporting, managing and constantly improving a varied estate of the latest end user technology. 
Key Responsibilities:
You will be responsible in assisting the Enterprise Engineering Manager in directing the successful completion and delivery of the EUC roadmap, whilst acting as a point of escalation to help resolve challenging technical issues.  The Principle Systems Engineer will also assist in advising and evaluating technologies, reviewing standards, policies and procedures.
Additionally, you will share your in-depth technical knowledge with the team through coaching and leading by example, hosting lunch and learn sessions and helping build a true shift-left culture within Elsevier.
  • Define and deliver our end user device strategy – including accountability for hardware selection, lifecycle management and end user experience improvements
  • Define and deliver of a Bring Your Own Device policy
  • Gather requirements and enhance Elsevier’s collaboration offerings
  • Engage with Service Assurance functions to mature governance processes
  • Ensure all staff are provided with training and resources needed to fulfil their objectives. Ensure all staff are provided with frequent feedback and coaching to meet and exceed individual and team performance goals consistently
  • Occasional travel and after hours or weekend work may be required dependent on business and project needs
Key Performance Indicators:
  • Incidents, Problems and Requests are managed through to resolution within specified OLA’s
  • Achievement of Customer Satisfaction targets measured through scoring and feedback from key stakeholders
  • Knowledge Base articles are produced to assist with issue resolution and end user self-service
Technical Skills / Knowledge
  • Must have a deep understanding of Windows and Mac enterprise environments (including exposure to SCCM/JAMF).
  • Must have practical knowledge of large OS and hardware deployments of PC / Mac desktops and laptops
  • Must have practical knowledge of application deployments in an enterprise environment
  • Excellent knowledge of Microsoft Office 365 suite of products and services.
  • Must have knowledge of mobile operating systems, including iOS and Android.  Must have experience with Mobile Device Management systems (ideally InTune).
  • Must have support and troubleshooting knowledge of Video Conferencing solutions, including Skype, Polycom and Logitech
  • Knowledge of supporting DaaS platforms and supporting remote desktop users (ideally AWS WorkSpaces)
  • Must understand security best practices in relation to desktop, mobile and file systems services
  • Good experience in the automation of manual tasks and seeking out efficiencies by ‘shifting left’ where possible, for example the automation of Desktop provisioning and Application deployment, including end user self-service
  • Strong problem-solving experience involving leading teams in identifying, researching, planning and coordinating the resources necessary to effectively troubleshoot/diagnose complex issues
  • Strong communication (verbal and written) and customer service skills. Strong interpersonal, communication, and presentation skills applicable to a wide audience
Experience and Education:
  • 10+ years of Systems Engineering in an enterprise environment (10,000+ clients)
  • BSc or equivalent experience required
Preferred Qualifications:
  • AWS Certification
  • Microsoft MCSE certification in relevant disciplines
  • ITIL Intermediate Level

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