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-Responsible for the daily service desk activities (provides end-user support) i.e. performs day-to-day end user assistance by actively participating in all Service Desk related activities.
-Provides level 1 and/or level 2 support to the end users within the US;
-Performs 1st and 2nd line support for systems that are highly reliant on network technologies, such as Citrix, VPN, RSA amongst others;
-Works in accordance to the defined company policies, ITIL Service Management processes and the various other IT related processes and SAS70/ISAE 3402 controls of our client.
-Works effectively with co-workers, customers and others by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from others; keeping commitments; keeping others informed of work progress, timetables and issues; addressing problems and issues constructively to find mutually acceptable and practical business solutions;
-Professional interaction with the IT infrastructure department and customer community to ensure seamless service support; Installs and deploys desktop and laptop computers and IOS based mobile devices;
-Deploys computer software and patches through SCCM; Is co-responsible for maintaining the IT Asset Management and Configuration Management database (CMDB) in ServiceNow;
-Analyzes performance and connectivity of computer peripherals; Implements, maintains and administers enterprise antivirus services for desktops;
-Provides support for server and network based applications that depend on Active Directory, DNS, DHCP, WINS, etc.
-Responsible for maintaining and monitoring the health, performance, uniformity of the company workstations;
-Researches, tests and applies patch solutions for desktops and laptops; actively participates in the periodical PVG (Patch & Vulnerability Group) team meetings;
-Performs related duties and special projects as assigned;
-Creates and maintains relevant process and/or system documentation;
-Monitors, maintains, administers, troubleshoots, escalates and reports on our client's batch processing environment and related applications on a daily basis;
-Review and manage batch documentation to account for changes.
-Bachelor's degree in Computer Science, Engineering or a related field.
-A minimum of 5-8 years working experience in 1st and 2nd level Service Support, implementation and project management roles; MCSE Certification (current);
-ITIL Certification (current) or pursuing;
-Conceptual familiarity with the COBIT IT Governance Framework, the ISAE3402 Control Framework and ISO27001 Framework is a must;
-Thorough working knowledge on installation, configuration and troubleshooting of Wintel components, Windows 7/10 workstations and related peripheral components;
-Low-level working knowledge of TCP/IP protocols, Internet Technology, Infrastructure security & best practices with associated efforts on consistent technology updates;
-In-depth knowledge of Windows 2003/2008/2012/2016 Server, Active Directory, Microsoft Exchange, Windows 7/10, MS Office, IOS; Logical & systematic approach to problem solving required;
-Able to work under pressure and to multitask with changing priorities;
-Self-starter which can be relied upon to take sound decisions, based upon solid facts (resulting from a comprehensive and structured troubleshooting/diagnostic process);
-Works well in a dynamic multifunctional and multi-location environment;
-Pro-actively seeks for continuous improvement opportunities, where it pertains to processes, procedures and customer satisfaction;
-Excellent communication skills, verbal and written;
-Good at building & maintaining relationships, problem solving and decision making; Takes end to end ownership for customer satisfaction through levels of support, planning and organization (i.e. takes accountability)
-Works well in a global setting with geographically distributed teams in US, NL and HK
-Familiarity with Windows Server scripting;
-Experience with batch scheduling concepts, including but not limited to monitoring and schedule creation, prior Vinzant GECS knowledge is a plus
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