Digital Workplace Engineer (2nd Line)

IAG GBS (Global Business Services) is part of International Airlines Group (IAG), one of the world’s largest airline groups with over 600 aircraft serving more than 122 million customers to 260 destinations across 91 countries annually. IAG includes airline brands such as Aer Lingus, British Airways, Iberia, Level, and Vueling, supported by IAG Loyalty and IAG Cargo. The group is committed to net zero emissions by 2050. IAG GBS provides centralized solutions in Finance Operations, Financial Planning and Analysis, Tax, Treasury, Audit, and Airline services across IAG. The company is headquartered in Kraków.

• Minimum 2-3 years experience working within a large scale enterprise
• Ability to manage print solutions such as Papercut, Ricoh Streamline, Lexmark
• Confident performing desktop and laptop hardware repairs; A+ qualification is an advantage
• Knowledge of Microsoft Configuration Manager and Microsoft Intune for device management
• Ability to manage and deploy corporate mobile phones using MDM tools, specifically Microsoft Intune
• MD-102 Microsoft Endpoint Administrator and MS-102 Microsoft 365 Administrator certifications are a bonus

• Be accountable for device image deployment and maintenance
• Manage support Incident and Service request escalations from IAG Transform teams, liaising with third parties and the business to resolve issues where required
• Resolve tickets for Change and problem management
• Ensure up-to-date documentation of DWP services, configurations, and procedures to facilitate knowledge sharing and team collaboration
• Provide EUC support for IAG Transform users in Krakow, Poland
• Install OS along with necessary software for end user devices based on tickets
• Use ServiceNow as the ITSM tool
• Manage physical asset inventory and stocks in Krakow office
• Coordinate with different teams within Digital Workplace based on issues
• Identify service improvements and implement with management approval
• Provide printer management support
• Support meeting room Smart hub
• Support wider team working in various office locations throughout Europe
• Occasionally travel to alternate sites such as Barcelona, Madrid, and London
• Work as a team player within Digital Workplace and with third party suppliers
• Report to and work closely with the Digital Employee Experience Lead