Senior Staff Software Engineer

Intuit's Endpoint Management team is tasked with building, securing, and operating several of Intuit’s Core IT functions for our global workforce. We enable our employees to do the best work of their lives by providing resilient and innovative technology solutions. We're looking for a talented individual to join the Endpoint Management team as a Sr. Staff Endpoint Systems Engineer.

This is a fantastic opportunity to join a reputable and well-established company as a part of a highly progressive and transformative IT team. Primarily, you will provide operational support for Intuit’s various Desktop Management applications. Secondarily, you will work closely with system architects and other Endpoint Management Engineers to support Intuit’s Infrastructure Technology stack.

Responsibilities

• The primary focus is technical leadership in the planning, designing, implementing, and supporting of Intuit’s physical and virtual endpoints (Apple, Windows, mobile, Amazon Workspaces, Secure Enterprise Browser, etc.)
• Provide focus and leadership utilizing endpoint and end user data and AI to accelerate self-healing initiatives and improve future deployments.
• Provide operational support for Intuit’s Endpoint Management environments based in WorkSpace One in addition to our AWS Servers infrastructure (Edge Compute).
• Provide end-user support as directed by management and work on multiple functions of high complexity.
• Ensure thorough testing of solutions for functionality and compatibility.
• Provide capacity planning and performance monitoring to sustain and improve desktop and mobility service availability.
• Continually apply DevSecOps principles and apply best practices that improve quality assurance, and product reliability, and deliver quality systems that exceed customers’ expectations.
• Coordinate service/support needs with vendors, application support teams, and internal teams through effective partnership, collaboration, and communication.
• Provide change request leadership for the deployment of application or infrastructure-related changes.
• Provide Level 3 support for Modern device's OS for end-users.
• Participate in application troubleshooting and incident problem resolution with other infrastructure teams, including application, storage, messaging, cloud, and server teams.
• Represent the team in change, incident, and problem management calls and manage request tickets queues.
• Maintain and define hardware, software, and configuration standards (Operational Run-books and Playbooks).
• Partner with other Product Infrastructure teams to apply standards and policies relevant to operational excellence.
• Develop workflows, process and automation procedures.
• Proactively identify gaps, risks, and issues and escalate to management accordingly.
• Mentor colleagues 1:1 from a technical and growth perspective and continuously develop a strong talent pipeline.
• Participate in on-call as part of a team rotation.

Minimum Qualifications

• Microsoft Windows Server administration experience (7+ years).
• Recent iOS and Android EMM (WorkSpace ONE or similar platforms) administration experience (7+ years).
• Recent Chrome OS/Google Chrome Browser administration, deployment, and support experience (2+ years).
• Extensive experience with PC, Mac, and Modern mobile devices troubleshooting.
• Extensive experience with Virtual Machines (AWS Workspaces, Horizon VDI or Citrix) troubleshooting.
• Strong knowledge and experience supporting Microsoft Office 365 and Google Application Suite.
• Hands-on experience with Microsoft Autopilot and Apple DEP technologies, VDI technologies.
• Hands-on experience with Microsoft Intune and Azure AD and/or Ping Federated.
• Knowledge of Enterprise Desktop Management tools like Workspace One.
• Ability to establish best practices for monitoring and forecasting system/application capacity.
• Excellent written and verbal communication skills.
• Experience in presenting to both technical and management teams.
• Self-starter with the ability to work independently and in a collaborative team environment.
• Able to lead technical meetings and discussions with teams across the organization.
• Capable of effectively managing relationships with internal and external partners.
• Excellent time management and organizational skills.
• Experience creating software packages, deployment, patch management, and data analytics in our endpoint environment.
• Contribute and maintain internal documentation as it relates to technical information, procedures, and processes.

Preferred Qualifications

• Strong familiarity with AGILE practices like SCRUM.
• Strong technical project management experience.
• Knowledge and experience with Active Directory and Group Policy.
• Hands-on experience using scripts and scripting languages such as Python, PowerShell, Perl, or Ruby to deploy, manage, and automate device configurations and related monitoring/reporting/alerting tools.
• Experience working with AWS, Azure, and other Cloud platforms/technologies.
• Strong Automation background/skills.
• Familiarity with REST APIs and tools like Postman.
• Strong Ticketing system experience (ex. Service Now).
• ITIL v3 or v4 Practitioner certified.
• AWS Professional or equivalent Certified.
• Project/Program Management Certification or Equivalent Experience.
• VMware Certified Professional - Digital Workspace Certification.
• Strong knowledge of endpoint security (antivirus, malware, MFA).

The successful candidate will exhibit the following traits:

• Analytic Ability: Makes well-reasoned, appropriate decisions based on analysis of highly uncertain input or outcomes; Integrates information from a variety of sources, quickly, to arrive at a broad understanding of issues; Approaches problems or issues systematically, looking for connections, trends, and potential causes.
• Business Results Orientation: Anticipates and addresses obstacles, redirecting efforts to accelerate work or improve quality while achieving results in a timely manner; Surfaces problems, issues, and solutions with speed and accuracy; Holds self and team accountable for the outcome.
• Communication: Prepares and delivers coherent, highly credible, and engaging presentations that have an impact; Writes technical concepts and information clearly and thoroughly for technical and non-technical audiences; tailors communication style and content to the audience.
• Creativity & Innovation: Demonstrates initiative, creativity, and innovation to drive more effective design and process ideas to fruition within or outside their area of discipline; Demonstrates an entrepreneurial perspective by envisioning, and aggressively pursuing, new and innovative ideas and approaches to achieve business unit objectives; Leverages leading-edge technologies, processes, tools and practices to contribute to the organizations future.
• Decision Making: Chooses the best alternative(s) based on a review of pros, cons, trade-offs, timing, and implications; Evaluates the consequences and implications of alternatives, actions, or decisions at a workgroup level; Makes timely decisions on problems/issues requiring immediate attention. Supports the speed and quality of decision making.
• Organization Influence & Relationship Management: Proactively builds a broad base of support among key decision-makers and influencers; Advocates for positions firmly, but appropriately, without pushing or compromising positions too much; Presents a persuasive rationale for positions; Deep customer empathy - listening to the customer, establishing long-standing relationship and trust. Follow through to customer resolution; maintains customer satisfaction and loyalty; Gather and internalize rich customer feedback, using it to generate innovative solutions that fill core or future needs; Addresses customer needs by involving the right people at the right time.
• Learning Ability: Demonstrates flexibility and resilience in response to obstacles, constraints, adversity, and mistakes; Seeks opportunities to learn from new discoveries, innovations, ideas, and ways of looking at things; readily and resourcefully adapts to changing needs, conditions, priorities, and opportunities.
• Prioritization: Prioritizes and balances time, actions, resources, and initiatives to ensure achievement of critical goals; Aligns cross-functional self and team priorities based on changing needs.
• Process Orientation: Author / Designer of procedures. Applies situational judgment and teaches others. Confidence in escalating when a process is broken or inefficient and makes recommendations on how to resolve it.
• Teamwork: Builds relationships with people across disciplines and functions, throughout the organization; involves others as appropriate when issues affect them. Resolves conflict; Builds collaboration by identifying and conveying common interests and priorities (including removal of barriers and breaking down silos); Inspires, energizes, motivates, and draws out the best work from a cross-functional team; Ensures that positions satisfy the needs, interests, and concerns of key stakeholders; Mentors and coaches colleagues, builds partnerships across organizational boundaries while resolving resource conflicts.