Associate_Windows 365 + Intune _IT Services Co_IFS

Internal Firm Services Associate At PwC, our people in infrastructure focus on designing and implementing robust, secure IT systems that support business operations. They enable the smooth functioning of networks, servers, and data centres to optimise performance and minimise downtime.

Those in cloud operations at PwC will focus on managing and optimising cloud infrastructure and services to enable seamless operations and high availability for clients. You will be responsible for monitoring, troubleshooting, and implementing industry leading practices for cloudbased systems.

• At PwC we look for new ways to make technologies work together. Our VDI service is based on cloud, compute, networking, identity and security offerings that form a digital foundation to power a new equation for our clients needs.
• We are currently seeking candidates who can provide all aspects of support and management of our cloud hosted VDI infrastructure. If you are seeking an exciting career with the scope to grow your skills through major change on a global scale, then PwC will empower you to do so.

• Provide response and resolution for service requests and incidents according to SLA KPIs
• Identify patterns and prevent happening of mass scale issues
• Create, maintain and perform regular service maintenance procedures (patching, upgrades, unused device cleanup etc.)
• Create and maintain configurations, policies and groups in the system follow the naming convention and rules defined by the architects
• Follow PwC s ITIL procedures Service Request and Incident Management, Change Control, Problem, Major Incident management etc.
• Deliver and follow internal SOPs as part of the Service Runbook
• Lead AVD / W365 troubleshooting and problem resolution from a technical perspective during major incidents. Follow related procedures and documentation due diligence. Take ownership of complex technical matters as required.
• Participate and provide technical expertise and support for AVD / W365 related projects
• Cooperate with fellow team members about cross functional issues / engage vendors as necessary
• Bear overall responsibility for uptime, performance and capacity of the system establish regular monitoring for these items. Implement and respond to alerts from automated monitoring of the AVD / W365 VDI infrastructure
• Maintain AVD / W365 features, capabilities and services
• Create and maintain KB articles for 1st level support / 2nd level engineering team
• Build and maintain relationships with key stakeholders and service customers

• Experience in Managing Virtual Desktops (VMware /Citrix/ AVDs / Cloud PCs)
• Experience working with Customers Globally

• Good analytical and troubleshooting skills
• Strong knowledge on Microsoft Intune , Microsoft Azure/ Cloud computing concepts

• 2 years Virtual Desktop Operations experience supporting a medium / large scale deployment
• Working knowledge of Group Policy Management, DNS and Active Directory including Sites and Services
• Demonstrated ability to troubleshoot Azure cloud infrastructure and platform services
• Experience with Azure and a fundamental understanding of networking in Azure

• Scripting and Automation Proficiency with PowerShell and Power Automate
  Familiarity in Active directory , Group policy
• ITIL 4 Certification, along with process knowledge on Incident Management, Problem Management and Service Management.
• Certified AVD Admin/AVD Specialist
• Bachelor of Computer Science preferred
• 34 years Virtual Desktop Operations experience supporting a medium / large scale deployment
• Proven track record of leading small teams (35 members)
• Ability to identify and resolve complex, cross platform technical issues by using technical expertise as well as delegation
• Allocate tasks to the support team and ensure timely and quality delivery

Degrees/Field of Study required Bachelor Degree Degrees/Field of Study preferred Microsoft Windows 365 Accepting Feedback, Accepting Feedback, Active Listening, Cloud Administration, CloudBased Service Management, Cloud Engineering, Cloud Infrastructure, Cloud Infrastructure Architecture Design, Cloud Infrastructure Optimization, Cloud Migration, Cloud Operations (CloudOps), Cloud Performance Optimization, Cloud Service Delivery, Cloud Strategy, Communication, Emotional Regulation, Empathy, Inclusion, Infrastructure Management, Infrastructure Performance, Intellectual Curiosity, Microsoft Azure, Optimism, Performance Monitor, Teamwork {+ 4 more}