Responsibilities
- 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.
Requirements
- 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.
- Open / Active Directory integration
- Basic knowledge of Windows based systems
- Excellent interpersonal skills with the ability to influence both I.T. and the business
- 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: 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) o VPN and remote dial-in users o Support for laptop, desktops, and printers o PDA and blackberry support o 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
Nice to Have
- Client Management tools such as Apple Remote Desktop, Deploy Studio, Package maker, FileWave & Casper would be a plus
- Scripting, programming and other languages (Python, Ruby, C, C++, Objective C) would be a plus
- Exposure/ Troubleshooting knowledge to most common Macintosh applications like Adobe apps, Quark Xpress, MS Office and Final Cut Pro (FCP) would be added advantage.
Additional Information
- 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
