Requirements
Talent Level and Type : EUC L3
Language : Local + English
Tasks
* OS Image creation / management with skills on SCCM, MDT (Microsoft Deployment Toolkit ) / WDS ( Windows Deployment services).
* Ensure that assigned infrastructure at the client is configured, installed, tested and operational.
* · Identify problems and errors prior to or when it occurs and manage with relevant technical teams until resolution.
* * · Take full ownership for managing incidents to resolution within the service level conditions.
* * · Provide telephonic support to clients when required.
* * · Act as a people manager to a team of engineers, take responsibility for the operational management of the team, create, and execute plans and report on team activities in the required forums.
* * · Produce breach and other reports that are necessary for the correct operation of processes.
* * · Mentor and inspire team
* * · Strong understanding of Client based Operating Systems
* * · Strong ticketing system experience
* * · Proficient understanding of Helpdesk services
* * · Strong understanding of end user hardware
* * · Strong knowledge of client-based applications
* * · Proficient with common network protocols (TCP/IP) for device connectivity issues
* * · Excellent communication skills (English & Local language)
* * · Excellent customer engagement and customer service skills
* * · Strong desire to help, share, and assist others
* * · Excellent analytical skills, Work Ethic and Problem-solving skills
* * · Basic Safety knowledge in order to assist users with ergonomic equipment
* * · Customer experience - CSAT focused with Customer is #1 Attitude
* * · Professional and courteous and Ability and patience to work in a high dense client environment
* * · Flexible for travelling to remote sites
* * · Windows operating system Support (including but not limited to Windows 7, Windows 10 and Mac)
* * · Software installation/troubleshooting
* * · Mobile device support (iOS/iPhone/iPads) excluding warranty hardware repair
* * · Experience in Mobile Device Management and Mobile Application Management
* * · Provision support for Skype installation, Wireless connectivity, resolving performance issues, providing device connectivity; and facilitating smart card/password changes
* * · Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage
Benefits
will be discussed later