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Enterprise End-user Services (EES) organization of Broadcom Global IT is a technology forward organization constantly scanning the industry for new innovative solutions to implement. The team of highly motivated individuals do not shy away from exploring, testing and introducing leading edge technology that will both increase efficiencies and enhance end-user experiences. With Cloud First tenet as our guiding principles, Broadcom Global IT implements leading edge new technology and services that increases the effectiveness and efficiencies of the workforce.

The team is looking for an individual with strong IT client services skills (PC and Mac) who thrives on working in a global environment with a broad range of people including vendors, support personnel, and end users. This individual will join a team of dedicated Global IT members to deliver client services to Broadcom users. A degree in Information Technology or Engineering with a minimum of 3 years IT Support experience is desired.

This role will focus on developing, improving and standardizing solutions for deploying, managing and supporting end user devices including mobile, PC and Mac devices. Experience with Windows/Mac device imaging and acting as an escalation contact for global site support teams including both on premise and remote locations is required. 

Utilizing the experience gained in developing client services solutions, this individual will also be responsible for updating knowledge and self-help articles with a primary focus on client services solutions for the IT KnowledgeBase (KB) using the Broadcom ITSM tool (currently on the Wolken platform). 

This position is based in India and will report directly to the Identity & Services Technology Sr. Manager.

Overall Required Skills/Attributes:

Knowledge of the Broadcom standard PC Environment (training may be provided as required)

Must understand and communicate difficult concepts and provide instructions in a clear and straightforward manner.

Must be able to document work for effective future maintenance.

Must be able to work and communicate effectively in a team environment, yet able to complete tasks individually.

Must be able to establish and maintain protection of sensitive data and resources with appropriate safeguards in accordance with policy and legal requirements

Must facilitate creation of appropriate records required for service continuity and performance evaluation.

Ability to effectively deliver and meet the customer’s expectations

Ability to work with Outsourced onshore and offshore partners to deliver resolutions

Ability to meet targeted response time (SLA)

Ability to work in a fast moving self-driven team with minimal supervision

Effective communicator who can articulate to all levels

Motivation, confidence and passion is a must including an eye for details and follow through

Minimal supervision with the ability to prioritize and manage time if workload is high.

Ability to work successfully in a fast-paced team environment.

Team player.

Enthusiastic and ready to chip in when needed.

Experience in managing outsource partners is preferred.

Prior employment in a company of similar size, culture and organization will be helpful.

Prepared to work in a Global Team (evening/night time conference calls is a norm).

Willing to put in extra hours during major projects. 

Able to quickly understand new services/concepts.

Experience working on the Wolken platform will be an added advantage.

Some travel required (anticipated <10%)

Device Management - Responsibilities:

Managing and supporting the Broadcom end user device management service utilizing the Omnissa WorkSpaceONE platform 

Globally managing all endpoints (Windows, Mac, iOS, Android), including the following key responsibilities:

Device security, policy, and patch management

Software deployment 

Asset tracking

Audit & compliance management

Device Management (MDM) - to recover, lock, wipe or brick Mobile devices when lost/stolen

WS1 administration & operations

Providing daily, weekly and monthly reporting on device enrollments

Troubleshooting and resolving device enrollment issues

Developing end user facing communications and working with the end user communications team as required

Device Management - Required Skills / Attributes:

At least 2 years experience with device management concepts

Deep Knowledge of the WorkspaceOne platform is required 

API management including integration support for services integrating with WorkspaceOne

Reporting and analytics leveraging the Workspace One intelligence service is critical

Managing, supporting and administrating WorkspaceOne integrations with Active Directory and SSO solutions is required

Knowledge of WorkspaceOne automation services

Understanding of automation concepts and knowledge of orchestration tools (such as Workato and AA360) a plus

Client Services Solutions Engineering - Responsibilities: 

PC Client imaging:

Gain deep technical expertise in the Broadcom PC imaging solution

Work closely with vendors providing imaging development, management and maintenance

Manage image updates – image “recipe” and deployment/update schedule

Ensure image is tested on all Broadcom standard hardware models

Ensure image is deployed to the global site support staff and partners including performing necessary updates to imaging guides

Deep technical support for Broadcom Service Desk and global client support staff for PC hardware and imaging issues. 

Design and implement new deployment solution (like PXE boot) for PC imaging

Gain deep technical understanding of the Broadcom Standard Client Hardware and Software support model and implement/improve solutions where possible.

Perform weekly reviews of the service desk top ticket drivers in the client services area and identify and implement solutions where possible.

Work with communications and webinars team to develop materials related to critical experience changes for users 

Additional client services, projects and deliverables as assigned.

Client Services Solutions Engineering - Required Skills / Attributes:

Strong knowledge of: 

DHCP & DNS

AD (Active Directory)

Wireless & Wireless Hotspots

Printers

Snooping/Virus

Dell Clients & peripherals

MacBook Air & MacBook Pros

Windows 11 and Apple OSX operating system

MS Outlook (limited transition support only)

Mobile devices (iPhone – iOS & Samsung Sx Android)

Symantec antivirus

Workspace One SW distribution

Windows patch updates

Broadcom Standard Browsers – Chrome, Firefox, IE & Safari

Windows Print

Client Network configuration – Client firewall, Wi-Fi and other system configurations

Very helpful for Incumbent to have knowledge and experience with:

Broadcom Standard Clients support

Broadcom Collaboration Services – Google Enterprise Apps, BOX, Video, Zoom & Zoom Conference

Single-sign On (OKTA)

Experience with Broadcom Standard Office software & applications (ex: MS Office, Zoom client & Browsers – Chrome, Safari, Firefox, etc).

Broadcom is proud to be an equal opportunity employer.  We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law.  We will also consider qualified applicants with arrest and conviction records consistent with local law.

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