Solutions Engineer, Device as a Service, Apple Devices

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Job Description:

Are you someone interested in working in an agile start-up environment while leveraging the brand recognition, solution capabilities and global reach of one of the world's largest IT corporations? The Emerging Compute Solutions team operates in a highly dynamic landscape with a product portfolio that encompasses commercial services, analytics and machine learning, commercial mobility devices, retail point of sale devices, thin clients and workflow transformation. The business unit builds a best-in-class, multi-OS Services portfolio powered by software, cloud, analytics and machine learning as well as expert IT resources. Our services portfolio powers HP's Device as a Service (DaaS). For more info on DaaS, please visit: http://www8.hp.com/us/en/services/daas.html.

The team is seeking an experienced Apple solution engineer with a passion for technology and products and who wants to revolutionize the IT industry by delivering endpoint management and security as a service for Apple devices. This role will act as the technical lead in our team for Apple products and troubleshoot problems that arise during deployment of Apple devices and ongoing fleet management through EMM. The solution architect role will also design IT workflows used by HP remote agents to deliver managed endpoint services for DaaS for Apple products. Your mission will be to modernize and scale endpoint management and security IT workflows so that we can effectively and proactively manage iOS and Mac OS endpoints.

The person will make a big impact to HP by developing highly technical and innovative service delivery processes; troubleshooting issues affecting fleets of devices; leveraging AI and machine learning to develop automated workflows; develop processes and drive tool enablement that lets us deploy solutions to global customers. This role will contribute directly to the growth of HP, its customers and it partners. This person will work closely with product management, technology partners, channel partners, customers and internal technologists though direct and indirect reports. Specifically, this person is responsible for crafting and delivering a stellar customer experience for Apple devices deployed through DaaS. This position reports to the Senior Manager DaaS APM Solutions in the Emerging Compute Solutions global business unit. Through this position, the individual will be expected to routinely exercise independent judgment in developing methods, techniques and criteria for achieving objectives.

Key Responsibilities

Design IT workflows for Apple Products

  • Have a keen understanding of EMM and analytics technology
  • Have in depth product knowledge of Apple products, iOS and MacOS
  • Deliver holistic endpoint lifecycle services for Apple devices using both human and AI techniques
  • Influence the APM product development team to deliver modern IT workflows, analytics and reporting
  • Envision the future state technology of HP Services for Apple devices

Design and lead the solutions that enable IT transformation for HP DaaS APM for Apple products
  • Design the software-enabled service infrastructure needed to support external customer requirements; responsible for technical aspects of solution design, analysis, coding/testing and integration success
  • Enable and lead a differentiated delivery experience through HP DaaS Analytics and Proactive Management tool kit
  • Drive change through people, process and technology tool innovation
  • Understand the core business processes, and apply current technology trends to innovate for the future
  • Design customer first processes, demonstrating an ability to create conceptual mock-ups and process maps
  • Stay knowledgeable of cutting edge technology trends
  • Direct and influence multiple groups across diverse business units to drive unified solutions
  • Work closely with the sales team and our product management and design teams to enable a feature set that resonates with customers and our channel partners
  • Influence the engineering product development of cloud-based IT (including IT infrastructure, connectivity and applications) solutions

Skills Required:
  • Ability to troubleshoot and resolve end user issues around the Apple endpoints
    • Debug issues around iOS and macOS and related technologies: DNS, DHCP, Wireless and Wired Networking, TCP IP
    • Understand Software distribution, Imaging deployment Settings Management (MDM/MCX)
    • Familiarity with MDM processes and tools
    • Bash Scripting
    • Sufficient knowledge on Apple enterprise services, including APNs, App Store, Apple Software Update, DEP, VPP
    • Be able to train end users and both internal (Level 1, 2 Customer Support) and external (customer) tech support resources
  • Advanced experience of IT processes, tools and solutions
  • Deep expertise and working knowledge of EMM/device management
  • Deep expertise and working knowledge of Apple products, iOS, MacOS, DEP and VPP OS
  • Know technically how to troubleshoot errors and app crashes
  • Functional knowledge around analytics and machine learning
  • Deep knowledge of cloud services, software and mobility hardware technology
  • Customer focused always
  • Excellent written/oral communications and analytical skills
  • Excellent interpersonal skills; ability to build, consensus building, manage and influence virtual teams
  • Ability to interface effectively with all levels of management and functional disciplines


Credentials Needed
  • BA or BS in Technology related field, advanced university degree preferred
  • Additional technology (hardware, EMM software, OS) certifications a strong plus
  • Typically 5+ years' experience in product management or development at a technology company (hardware, cloud, SaaS or large scale cloud services vendor)
  • Typically 5+ years of relevant software experience
  • ITIL Certification preferred, strong understanding of ITIL tools, processes and terminology a plus


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