• 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.
• 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 an added advantage.
• Mass upgrades and patch management of Mac OS and Software.
• Product installation and application patches deployment.
• Administration and maintenance of existing packages.
• 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.
• 3-4 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:
• 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.
• Should have excellent troubleshooting abilities – to reduce the overall incident resolution time.
• Back-up and Recovery Services.
• Upgrades and Patch 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 availability of Infrastructure by providing a quick turnaround of resolution times.
• 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.
• Technical Expertise.
• Interpersonal Effectiveness.
• Concern for Order and Quality.
• Meet or exceed current client and team SLA.
• Keep up-to-date on new technologies and end customer technologies.
All your information will be kept confidential according to EEO guidelines.