Switzerland

2.5-5 Years

Switzerland

PURPOSE OF THE JOB

• Provide specialized hardware / software / network problem diagnosis / resolution for customer’s end users (specialized Office Support / VPN)
• Administer and provide User Access and Exit controls.
• Good hands on experience on Windows, MAC OSX and Virtual Machines.
• In depth knowledge of Apple Mac client operating systems.
• Client Management tools such as Apple Remote Desktop, Deploy Studio, Package maker, File Wave & Casper would be a plus
• Open / Active Directory integration
• 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.

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.
• 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 , MAC , Unix/Linux
o Clients: Windows XP, Windows 2000, Windows 98
o Remote desktop connectivity applications: RDP, pc Anywhere
o MS Office Suite: MS-Word, MS-Excel, MS-Power Point, 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 Others: Adobe Acrobat and other common desktop applications

• Experience in SME support in specialized desks like VPN, MS Office etc.
• Management and System Administration of MAC workstations
• Problem Management & Escalations
• Analysis on performance
• Change Management activities
• Should have excellent troubleshooting abilities – to reduce the overall incident resolution time
• Root cause analysis and preparing Major Incident Reports
• Installations, moves, adds, and changes (IMACs)
• Able to work well with little direction and in a team atmosphere
• Ability to manage multiple projects each with critical deadlines simultaneously

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
• Analyze chronic problem

1

Detailed understanding of End User computing devices support including MAC and Windows devices. (1.) To maintain SOP's and runbooks of the respective technical track. (2.) To attend and handle complex L2 calls (3.) To handle L3 complex calls under L3 Engineer (4.) To provide telephonic and remote trouble shooting support

B-Tech

Business Line FT

Distretto di Locarno

INFRA

1494037BR

06-Feb-2025

DEPUTY MANAGER

DWP-FSS-Desk Side Services