Desktop Engineer

Job Description

· 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.

· 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

· Administration and maintenance of existing packages

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 Windows 7, XP, 2000, 98

o Mac OS OS X

o Servers: Windows 2000, 2003, 2008

o Remote desktop connectivity applications: RDP, pcAnywhere Teamviewer

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 PDA, tablets, iPads and phone support

o Others: Adobe suites 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

Qualifications

Additional Information

All your information will be kept confidential according to EEO guidelines.