Desktop Engineer

Direct : 661-367-8000 Ext : 304Job DescriptionProvide 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 environmentExperience in supporting production environment comprising of MAC machines.Good hands on experience on MAC OSX Snow Leopard, OS Lion, Mountain Lion & MavericksIn 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 plusOpen / Active Directory integrationScripting, programming and other languages (Python, Ruby, C, C++, Objective C) would be a plusBasic knowledge of Windows based systems Experience RequiredExcellent interpersonal skills with the ability to influence both I.T. and the businessExposure/ 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 SoftwareProduct installation and application patches deploymentAdministration and maintenance of existing packages2. PRINCIPAL ACCOUNTABILITIESWork 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 & EXPERIENCE3-4 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, 98o Servers: Windows 2000, 2003, 2008o Remote desktop connectivity applications: RDP, pcAnywhere Teamviewero MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchangeo VPN and remote dial-in userso Support for laptop, desktops, and printerso PDA, tablets, iPads and phone supporto Others: Adobe suites and other common desktop applicationsExperience in SME support in specialized desks like Blackberry, VPN, MS Office etc.Management and System Administration of MAC workstation and ServerProblem Management & EscalationsAnalysis on performanceShould have excellent troubleshooting abilities – to reduce the overall incident resolution timeBack-up and Recovery ServicesUpgrades and Patch managementBCP/DR Implementation and SupportRoot cause analysis and preparing Major Incident ReportsInstallations, moves, adds, and changes (IMACs)Engineering of SA-related solutions for project and operational needsShould be able to work in an on-site/off-shore model – ensuring seamless communication with the offshore team to achieve service LevelsAble to work well with little direction and in a team atmosphereAbility to manage multiple projects each with critical deadlines simultaneouslyResearch and recommend innovative, and where possible automated approaches for system administration tasksEnsure maximum um availability of Infrastructure by providing a quick turnaround of resolution times4. DIMENSIONSPersonal 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 staff5. COMPETENCIESTechnical ExpertiseInterpersonal EffectivenessConcern for Order and Quality6. KEY BUSINESS CHALLENGESMeet or exceed current client and team SLAKeep up-to-date on new technologies and end customer technologiesAdditional InformationAll your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr