PDS Tech Inc SOE Engineer-Level 3 Tech Support Engineer in Marlborough, Massachusetts

PDS Tech is seeking a SOE Engineer/Architect/Level 3 Tech. Support Engineer in Marlborough, MA.

Please contact Recruiter Erica Trudeau at 512-410-6791 email resume to: etrudeau@pdstech.com


Provide Level-3 technical support for supported shared services offerings. This includes the following activities:

Ideal candidate would have 5+ years experience. Experienced with imagining between server and desktop OS.

This role is 50/50 server and desktop OS work, with a focus on building images for OS. The environment is mainly physical servers (virtualization/VMware/AppV experience is not required) . They will be working primarily with Windows 2012/2016 servers, and need to have solid Active Directory (including Group Policy) experience, along with imaging and application packaging experience. Scripting experience is also required (ideally with PowerShell), and experience with SCCM is preferred.

Ideal candidates would have:

  • 3-5 years of experience

  • Deploying Windows Desktops and Enterprise Applications

  • Active Directory to include: Group Policy

  • Unattended Microsoft OS Image builds (Windows 7 - Windows 10)

  • Microsoft MDT and/or SCCM Windows Imaging task creation and management (OSD infrastructure)

  • PowerShell scripting

  • Unattended application repackaging for deployments

  • Lite-Touch / Zero-Touch image deployments

Nice to have:

  • Microsoft SCCM application management,

  • Reading older scripts written in batch/vbscript for conversation to PowerShell

  • Windows OS underpinnings, architecture, troubleshooting

  • VMware, virtualization, AppV, mainly physical servers

  • Work independently on tasks without much oversight

Job Desciption

  • Maintain the managed End User Computing environment for Client Customers

  • Maintenance includes: The scripted OS installation model; imaging model; managed application deployment model; inventory, reporting, Group Policy configuration and maintenance.

  • 3rd level support, resolution & monitoring

  • Perform, lead & review implementation activities from technical designs to meet project or service delivery requirements

  • Work as an SOE subject matter expert, and resource on assigned projects

  • Design and solution work as delegated by SOE Architect

  • Resolve routine, ad-hoc & complex customer inquiries, ensuring established processes/systems are followed

  • Escalate issues to relevant team(s) or person(s) as necessary, to deliver requirements and to expectations

  • Ownership and accountability of all issues within the managed End User Computing environment, through to resolution

  • Facilitate, support or lead complex component and application deployments

  • Create, maintain and contribute to documentation & knowledge articles

  • Perform and review output from routine health checks on customer environments

  • Provide guidance and support to other teams, peers or customers

  • Mentoring of Associate & SOE Engineer staff

  • Develop a strong understanding of the customer environment, and service delivery requirements

  • Provide a level of leadership / consulting to Client Customers in relation to EUS environments

  • Assist with the development and enhancement of relevant standards, procedures and guidelines

  • Identify and contribute to Customer Service Improvement Plans (CSIP’s)

  • Provide support to multiple customers and in different locations

  • When required provide backfill for other support teams and staff

  • After-hours and weekend work may be required

  • Personal and team administration duties are completed in a timely manner, and in accordance with company policy including timesheets, leave, overtime, on-call, time in-lieu and expense claims

  • Other reasonable duties as directed

  • Participate in development of total system solutions

  • Participate in product discovery, analysis, evaluation and development of system solutions

  • Applies a high level of technical skill and expertise to complex projects and problems of considerable difficulty and importance

  • Has full responsibility and accountability for assigned work and deliverables

  • Provides technical guidance to lower level team members

  • May own the development of information technology and infrastructure projects

  • Take a leadership role in the development of information technology and infrastructure solutions as new external projects are initiated

  • Partner with the Solution Architecture team that focus on early drafts of Statement of Work (SOW) with potential customers to determine if intended solution appropriately meets the customer’s needs.Be able to clearly articulate any changes to the solution in a clear and concise manner.

  • Create and seek customer approval of proposed application test parameters prior to formally implementing the deployment and procedure of patch and software via deployment tools.

  • Provide support services to junior team members with technical problems and information technology within the shared services stream.

  • Proactively provide continuous process improvement feedback and update standard operating procedures to improve operational efficiency.

  • Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures

  • Ability to work on call after hours as required

  • Assess day-to-day activities to minimize customer down-time and ensure customer satisfaction

  • Analyzes problem trends and develops ideas to achieve problem resolution

  • Communicate effectively with multiple customers and co-workers. This includes the following activities:

  • Work collaboratively with internal and external teams

  • Ability to interface internally and externally

  • Ability to deal with high pressure situations and rapid changes

  • Excellent time management and prioritization skills

  • Excellent presentation and customer facing skills

  • Ability to work autonomously

  • Consult with external project team members as well as looking for opportunities to move day-to-day tasks to the Service Desk through knowledge base articles and training.

  • Able to communicate highly technical information to both technical and non-technical personnel

  • Providing Case status updates to management, project team members and end-users.This may involve presenting to customers directly in workshops or other means (for example, using WebEx or conducting in-person).

  • Providing phone support and diagnostics to remote customers and project team members

  • Participating in training programs designed to educate customers about basic and specialized applications

  • Develops, documents, and implements standard operating procedures and customer service guidelines relating to Virtual Services support

  • Act as a team escalation point for service failures


  • Experienced with creation of WIM based desktop and server OS image files

  • Experienced with the use of PowerShell to automate application installations

  • Experienced with the packaging of applications into automated, unattended installations

  • Outcome and Customer focused

  • Work collaboratively with internal and external teams

  • Commitment to excellence in all aspects of delivery

  • Ability to interface internally and externally

  • Ability to deal with high pressure situations and rapid changes

  • Excellent time management and prioritization skills

  • Excellent presentation and customer facing skills

  • Ability to work with minimal supervision

  • Ability to work independently and take ownership

  • Solid technical and analytical skills required

  • Strong attention to detail

  • Establish procedures and will continuously look for opportunities to proactively enhance

  • Strong technical and analytical skills, specifically within the virtual services and solutions.

  • Reliability and a strong sense of responsibility

  • Ability to work independently and take ownership

  • SME-level expertise of supported Microsoft Windows operating systems

  • Intermediate/Advanced level expertise with Active Directory administration, including maximizing the use of Group Policy Objects (GPOs) for task automation.

  • Intermediate level expertise with scripting tools such as PowerShell

  • Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities


  • Bachelor’s Degree in Computer Science or equivalent experience required

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.