Desktop Support Engineer

PURPOSE OF THE JOB

• Provide specialized hardware / software / network problem diagnosis / resolution for customer’s end users (specialized Office Support / Blackberry / VPN)
• Route problems to onsite hands and feet support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User Access and Exit controls.
• Experience in Administration of Macintosh base environment
• Experience in supporting production environment comprising of MAC machines.
• Administration and maintenance of existing packages

• Good hands on experience on MAC OSX Snow Leopard, OS Lion, Mountain Lion & Mavericks
• In depth knowledge of Apple Mac client and server operating systems.
• Client Management tools such as Apple Remote Desktop, Deploy Studio, Package maker, FileWave & Casper would be a plus
• Open / Active Directory integration
• Scripting, programming and other languages (Python, Ruby, C, C++, Objective C) would be a plus
• 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.
• Mass upgrades and patch management of Mac OS and Software
• Product installation and application patches deployment

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.
• 3-5 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
• Phone support experience necessary.
• 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

o Clients: Windows XP, Windows 2000, Windows 98

o Servers: Windows 2000, Windows 2003

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)

• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and blackberry support
• Others: Adobe Acrobat and other common desktop applications
• Experience in SME support in specialized desks like Blackberry, VPN, MS Office etc.

• Management and System Administration of MAC workstation and Server
• Problem Management & Escalations
• Analysis on performance
• Change Management activities
• Should have excellent troubleshooting abilities - to reduce the overall incident resolution time
• Back-up and Recovery Services
• Upgrades and Patch management
• Vendor Management
• BCP/DR Implementation and Support
• Root cause analysis and preparing Major Incident Reports
• Installations, moves, adds, and changes (IMACs)
• Engineering of SA-related solutions for project and operational needs
• Should be able to work in an on-site/off-shore model - ensuring seamless communication with the offshore team to achieve service Levels
• Able to work well with little direction and in a team atmosphere
• Ability to manage multiple projects each with critical deadlines simultaneously
• Research and recommend innovative, and where possible automated approaches for system administration tasks

• Ensure maximum um availability of Infrastructure by providing a quick turnaround of resolution times

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