Your opportunity
Schwab's purpose is to help everyone become financially fit. Over the last thirty years, Schwab has grown from a brokerage house into one of the nation's leading financial institutions.
The Enterprise Technology & Infrastructure organization at Schwab is comprised of centralized teams that support Schwab business goals through the delivery of technology, operations, projects, business continuity and offshore management. The focus is on maximizing operating leverage by integrating functions, increasing productivity, and gaining efficiencies in order to better position Schwab to compete in the marketplace and to reinvest in areas that matter most to our clients.
Summary and Responsibilities:
Endpoint Engineering, as part of Schwab Technology Services (STS) provides our users over 75k endpoints spread out across 8 different platform types (Virtual, Physical, Cloud) and operating systems. This role focuses on leading endpoint performance and optimization, reporting and resolving issues before users call into the helpdesks.
The ideal candidate would have deep knowledge of the environment and tools that provide visibility into performance metrics, playing a primary role in the daily management of the proactive workload coming from data gathered. The candidate would work directly with Engineering, Operations, and Support teams to parse solutions across the teams. It's also expected that the candidate would work with Service Owners, Application owners, and Cyber and Network partners to advocate for a premium user experience.
The role will require a self-organized and self-driving individual with a passion to provide efficiencies for the end user. After significant investment in tooling, the candidate will be asked to usher partners to leverage the reporting and solutions we can provide. A high level of socialization will be needed to help organize stakeholders' cooperation and drive change in how and when they respond to known issues.
Documentation of ROI from the tool is critical to this role as we eliminate cycles, processes, and even helpdesk calls before they occur. Ensuring we capture these gains as we eliminate reactive excess are crucial metrics to illustrate the tool's benefit. Coaching and training is equally important as we provide front line support teams with more clarity, speed, and ability to fix issues quicker.
What you have
- Environment Monitoring and Reporting.
- Troubleshooting Windows O/S and Performance Testing.
- Collaboration, individual engagement through Agile planning and execution.
- BigFix and Jamf OS Management. Driver, Hardware, & BIOS configuration.
- Participate in 24x7 on-call rotation escalation support for operations team.
- Responsible for identifying opportunities for Process Improvement and Incident reduction.
- Assist with continual improvement of service delivery around performance tooling.
- Provide feedback on standards and procedures to Engineering teams.
- Drive change in process, providing front line support the ability to fix issues on first contact.
Qualifications:
- 5 - 7 years' experience in workstation management and support.
- Strong customer service skills.
- Troubleshooting mindset (eventlog parsing, regmon, filemon, fiddler, dump analysis Procmon, procexp, etc).
- The ability to work well within small teams and foster relationships with our technology partners.
- Ability to analyze system issues and requests, and quickly identify the technology issue and appropriate solution.
- Ability to work both independently and as part of a team to troubleshoot a wide variety of desktop application issues and application dependencies.
- Strong communication skills with both written and verbal.
- Participate in and lead cross team / interdepartmental collaboration identifying opportunities to improve the associate computing experience with end user technologies. Collaborate directly with Engineering teams on the introduction of new services or systems.
- Responsible for identifying opportunities for Process Improvement and Incident Reduction
- Basic knowledge with VMware and Citrix platforms.
- Basic knowledge of PowerShell scripting.
- Basic knowledge with Mac OSX.
- Basic Knowledge of Windows Registry and Profile Management structures.
- Basic Knowledge and experience with relevant networking specifications, including but not limited to TCP/IP, DHCP, DNS, etc.
What’s in it for you
At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.
We offer a competitive benefits package that takes care of the whole you – both today and in the future:
- 401(k) with company match and Employee stock purchase plan
- Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
- Paid parental leave and family building benefits
- Tuition reimbursement
- Health, dental, and vision insurance
