Nivel cariera

Middle (2-5 ani), Entry (0-2 ani)

Limbi vorbite

engleză

Adresa/adresele jobului


Key Responsibilities:

  • Remote Support (RDS) - Provides Remote Level Two Desktop Takeover Support;
  • Remotely analyses, troubleshoots and implements repair solutions for any in-scope software or hardware issues;
  • Interfaces with appropriate Field technician and support teams regarding incidents and requests that cannot be solved or completed remotely;
  • Troubleshoots for Problems or Optimization of Systems;
  • If resolution is not possible remotely, they advise the end user of any potential workarounds in order to enable them to continue working whilst the ticket is being escalated to the appropriate resolver group;
  • Initiates and owns the SWAP process through to resolution;
  • Responsible for SLA attainment;
  • Other tasks required by the direct manager.

Technical Requirement:

  • Strong PC hardware and common software knowledge: installation, maintenance and best practices;
  • Minimum 2 years experience - Excel and VBA knowledge;
  • Medium SQL knowledge - minimum 1 year experience;
  • Advanced remote troubleshooting capabilities on various operating systems (. W7/W8/Win10);
  • Experience with varied Remote Access tools (. Windows Remote Assistance, VNC, Team Viewer, etc.);
  • Working knowledge of common networking protocols and troubleshooting of network / VPN issues;
  • Overall knowledge of desktop productivity tools (. MS Office, Open Office, MS Project, Visio, etc.);
  • Windows profile management (local and roaming) on physical and virtual machines;
  • Virtualization platforms: machine and account management (. Citrix, VMware, App-V, etc.);
  • Active Directory administration, account management;
  • Knowledge or experience with enterprise deployment systems (. Ghost, RIS, WDS, SMS/SCCM, DSM, etc.);
  • Extensive printing configuration and incident resolution skills (label printers, MFP systems, etc.);
  • Automated back-up/restore systems.