Coforge
Technical Support Specialist
London
Posted about 19 hours ago
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Role: Technical Support Analyst
Location: London, UK
Work-mode: Hybrid - 3 days weekly from office
Job type: 6 months fixed-term contract.
Skills: Vulnerability, Qualys, PowerShell and Microsoft SCCM/MECM
We at Coforge are looking for a Technical Support Analyst in London, UK.
Scope & Description of Required Work
The requirement is for one Technical Support Analyst to provide the following services:
- Act as the primary Desktop Engineering resource for endpoint vulnerability remediation activities.
- Review, analyse and prioritise vulnerability findings from Qualys and other approved security platforms.
- Investigate root causes of endpoint vulnerabilities, failed remediation and device non-compliance.
- Agree and deliver practical remediation plans with the End User Platform and Security teams.
- Package, test and deploy security updates, application updates and configuration changes through Microsoft SCCM and related endpoint tooling.
- Develop and improve PowerShell scripts for detection, remediation and validation.
- Troubleshoot failed patch deployments, software installation failures, SCCM client health issues and content distribution problems.
- Perform structured diagnostics before device replacement or reimage decisions.
- Support vulnerability remediation across physical workstations, laptops and Citrix virtual desktop environments.
- Maintain remediation records, technical evidence, ticket updates and closure notes.
- Identify recurring failure patterns and provide evidence for permanent engineering fixes.
- Provide accurate vulnerability, compliance and risk progress updates.
- Provide 2nd line support for Windows, Microsoft 365, desktop hardware, applications and remote access services.
- Build devices in line with the deployment lifecycle and asset management practices.
- Apply ITIL best practice to Incident, Request, Problem and Change management.
- Support wider Desktop Support operational priorities and queue management when required.
- Perform system administration in a Windows Active Directory environment.
- Support executive and remote users, meeting room AV technology and collaboration services when required.
- Maintain knowledge articles, remediation procedures and operational runbooks.
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Deliverables & Delivery Milestones
- Completed endpoint vulnerability remediation based on approved findings and priorities.
- Tested SCCM packages, security updates, application updates and configuration changes.
- PowerShell detection, remediation and validation scripts.
- Root cause analysis and diagnostic records.
- Complete remediation evidence, ticket updates and closure notes.
- Knowledge articles, remediation procedures and operational runbooks.
- Accurate progress, compliance, risk and dependency updates.
- 2nd line incidents and requests completed to agreed SLAs and quality thresholds.
- Delivery milestones and target dates agreed during onboarding and maintained through TMHCC planning and change processes.
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Acceptance Criteria
- Agreed remediation is completed in line with approved priorities, change controls and service levels.
- SCCM packages, scripts and configuration changes pass agreed testing and validation before production deployment.
- Remediation records contain technical evidence, ticket updates and closure notes suitable for audit and reporting.
- Root causes and recurring failure patterns are documented and referred for permanent engineering fixes where required.
- 2nd line incidents and requests meet agreed SLAs and quality thresholds.
- Knowledge articles, procedures and runbooks are complete, accurate and stored in the agreed location.
- Progress, risks, dependencies and blockers are reported accurately.
- Solutions comply with TMHCC security policies, procedures, controls and operational processes.
- Deliverables are accepted by the TMHCC Hiring Manager or nominated technical owner.
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