Job Description

PURPOSE OF THE JOB

• Provide specialized hardware / software / network problem diagnosis / resolution for customer’s end users (specialized Office Support / VPN)

• Administer and provide User Access and Exit controls.

• Good hands on experience on Windows, MAC OSX and Virtual Machines.

• In depth knowledge of Apple Mac client operating systems.

• Client Management tools such as Apple Remote Desktop, Deploy Studio, Package maker, FileWave & Casper would be a plus

• Open / Active Directory integration

• Basic knowledge of Windows based systems Experience Required

• Excellent interpersonal skills with the ability to influence both I.T. and the business

• Exposure/ Troubleshooting knowledge to most common Macintosh applications like Adobe apps, Quark Xpress, MS Office and Final Cut Pro (FCP) would be added advantage.

2. PRINCIPAL ACCOUNTABILITIES

• Work closely with onsite support staff to obtain technical knowledge and to permanently solve chronic problems.

• Training: Be willing to impart on the job and commercial training designed to enhance skills and support capabilities.

3. KNOWLEDGE, SKILLS & EXPERIENCE

• 3-4 yrs of University education post High school (B.Sc. or Diploma)

• 1-2 yrs diploma in Information Technology. Preferred MCP/MSCE/MSCA or HDI CSS.

• help desk, customer service, and support experience with problem solving involving hardware, software, and networks.

• Technical helpdesk or technical call center experience is necessary.

• Disciplined, systematic problem solving skills required.

• Hands-on work experience with the following:

o Windows Operating systems , MAC , Unix/Linux

o Clients: Windows XP, Windows 2000, Windows 98

o Remote desktop connectivity applications: RDP, pcAnywhere

o MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange

o Internet browsers (e.g. Explorer, Netscape, Firefox)

o VPN and remote dial-in users

o Support for laptop, desktops, and printers

o Others: Adobe Acrobat and other common desktop applications

• Experience in SME support in specialized desks like VPN, MS Office etc.

• Management and System Administration of MAC workstations

• Problem Management & Escalations

• Analysis on performance

• Change Management activities

• Should have excellent troubleshooting abilities – to reduce the overall incident resolution time

• Root cause analysis and preparing Major Incident Reports

• Installations, moves, adds, and changes (IMACs)

• Able to work well with little direction and in a team atmosphere

• Ability to manage multiple projects each with critical deadlines simultaneously

4. DIMENSIONS

• Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.

• Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.

• Ability to learn new information quickly and the willingness to do so at all times.

• Ability to work flexible hours from time to time to cover for other help desk staff

5. COMPETENCIES

• Customer Focus

• Teamwork

• Technical Expertise

• Interpersonal Effectiveness

• Concern for Order and Quality

6. KEY BUSINESS CHALLENGES

• Meet or exceed current client and team SLA

• Keep up-to-date on new technologies and end customer technologies

• Keep customer satisfaction high

• Reduce user downtime

• Analyze chronic problem

DELTACLASS TECHNOLOGY SOLUTIONS LIMITED

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