Systems and Operations Engineer

The Systems and Operations Engineer will lead the design, implementation, and continuous improvement of Unified Endpoint Management (UEM) and client device services, manage enterprise printing and peripheral services, and administer Active Directory within the WTO's Client Services Section. The role supports digital transformation initiatives and requires collaboration with internal and external stakeholders to optimize service delivery and operational performance.

Responsibilities

• Lead the design, implementation, and continuous improvement of Unified Endpoint Management (UEM) and client device services across the organisation.
• Oversee mobile device lifecycle management, configuration standards, compliance, and security baselines, ensuring seamless integration and enterprise infrastructure, while enhancing user experience and operational efficiency.
• Lead the integration of predictive analytics and Artificial Intelligence (AI) within UEM and endpoint services to anticipate service degradation, identify root causes, and enable automated or self-healing mechanisms.
• Define and monitor data-driven KPIs to drive continuous improvement, reduce recurring incidents, and significantly minimise manual and repetitive operational workload.
• Manage and optimise enterprise printing and peripheral services, ensuring reliable, secure, and cost-effective operations.
• Drive service improvements, standardise configurations, and work closely with service providers and internal stakeholders to enhance service delivery, user satisfaction, and operational resilience.
• Ensure the effective administration and governance of Active Directory, particularly management of groups, admin accounts, and service accounts.
• Provide back-up support across related services, including ServiceNow, Microsoft 365 applications and services, and endpoint management platforms, ensuring service continuity and operational resilience.
• Provide day-to-day support and operational management for the CSS, including monitoring, proactive maintenance, troubleshooting, responding to incident and change requests, coordinating third-level support, and optimizing existing services for efficiency and performance.
• Stay up to date with technological advancements by researching online, attending technical briefings, and participating in courses, seminars, and self-training to deliver effective solutions and technical support.
• Manage the assigned responsibilities in regular interaction with the IT ServiceDesk, IT Security team, and IT Infrastructure Section within ITSD, as well as third-party service providers.

Requirements

• Advanced university degree in computer science, information technology, computer software engineering, or a similar field is required. Alternatively, a first level university degree in the discipline combined with professional expertise equivalent to an advanced university degree may be considered.
• Proven experience in Unified Endpoint Management (UEM), including device lifecycle management, configuration, compliance enforcement, and security baselines across enterprise environments.
• Strong knowledge of endpoint management technologies, including Microsoft Intune and/or Microsoft Endpoint Configuration Manager (MECM), and Windows operating systems.
• Demonstrated expertise in Active Directory administration, including management of OUs, GPOs, groups, privileged accounts, and service accounts, with a focus on governance, access control, and security.
• Solid experience in managing enterprise printing and peripheral services, including print infrastructure, queue management, and service optimisation.
• Strong knowledge of Microsoft 365 applications and services, including integration with endpoint and identity platforms.
• Solid knowledge of ITIL processes, particularly Incident, Change, and Problem Management, applied within an enterprise service delivery model.
• Understanding of IT security best practices relevant to endpoint management, Active Directory, and enterprise services, including compliance and risk mitigation.
• Good knowledge of enterprise IT infrastructure, including IT networks, LAN/WAN environments, and Internet technologies (TCP/IP).
• Experience working with service providers and outsourced environments, including service governance and performance management.
• Familiarity with automation and scripting (e.g. PowerShell) to streamline operations and improve service efficiency.
• Good analytical and troubleshooting skills, with the ability to diagnose and resolve complex technical issues across endpoint, identity, and service layers.
• Experience or familiarity with analytics, automation frameworks, or Artificial Intelligence for IT Operations (AIOps), such as predictive analytics, anomaly detection, or automated remediation in endpoint or service management environments.
• Composed and decisive under pressure: Stays focused, prioritises effectively, and makes sound independent decisions even in demanding situations.
• Clear, empathetic communicator: Expresses ideas concisely, listens actively, and remains genuinely open to different perspectives and feedback.
• Analytical and persuasive: Connects the dots between data and broader goals, and communicates findings in a convincing way that encourages progress.
• Collaborative and relationship-driven: Works openly across teams, shares knowledge willingly, and handles conflict constructively.
• Innovative and adaptable: Approaches problems with curiosity and creativity, embraces emerging trends and technologies — including AI and automation — and experiments with new ways of working.
• Principled, accountable, and discreet: Acts with integrity and transparency, takes ownership of outcomes, and handles sensitive matters with care and professionalism.
• A minimum of two years of relevant professional experience to the function described in "Knowledge and Skills", including practical experience in UEM and Printing Services.
• Experience in leveraging analytics, automation, or AI-driven operational improvements in enterprise IT environments is desirable.
• Excellent knowledge of English as well as working knowledge of French or Spanish is required.
• Good knowledge of French or Spanish as a third language is desired.
• Only applications from nationals of WTO Members will be accepted.

Skills

• Unified Endpoint Management
• Device Lifecycle Management
• Configuration Management Database
• Compliance Enforcement
• Security Baselines
• Microsoft Intune Administration
• Microsoft Endpoint Configuration Manager
• Windows Operating System
• Active Directory Management
• Organizational Units Management
• Group Policy Objects Management
• Privileged Account Management
• Service Account Management
• Access Control
• Enterprise Printing Services
• Print Infrastructure Management
• Queue Management
• Service Optimisation
• Microsoft 365 Integration
• ITIL Incident Management
• ITIL Change Management
• ITIL Problem Management
• Security Best Practices
• Enterprise Infrastructure
• LAN and WAN Networking
• TCP/IP
• Service Provider Contract Management
• Outsourced Environment Management
• Service Governance
• Performance Management
• Automation Scripting
• PowerShell
• Technical Troubleshooting
• Analytics for IT Operations
• Automation Frameworks
• Artificial Intelligence for IT Operations

Languages

English, French, Spanish