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
