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.

· 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.

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.

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:

1. Windows Operating systems Windows 7, XP, 2000, 98.
2. Servers: Windows 2000, 2003, 2008.
3. Remote desktop connectivity applications: RDP, pcAnywhere, Teamviewer.
4. MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange.
5. VPN and remote dial-in users.
6. Support for laptop, desktops, and printers.
7. PDA, tablets, iPads and phone support.
8. 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.

· 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.

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.

COMPETENCIES

· Technical Expertise.

· Interpersonal Effectiveness.

· Concern for Order and Quality.

KEY BUSINESS CHALLENGES

· Meet or exceed current client and team SLA.

· Keep up-to-date on new technologies and end customer technologies.

Additional Information

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