· 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
