Deskside Support L2 MAC , JAMF

Role: : Deskside Support L2 - MAC JAMF

Location: - Baltimore MD-Day One Onsite

Job Description:

• Coordinate desktop changes to avoid deployment collisions.
• Prepare requests for rollout
• Prioritize change requests
• Create rollout plans for changes requests
• Coordinate implementation process
• Keep track of request and make sure they are implemented as planned
• Participate in incident handling concerning desktop changes.
• Participate in projects concerning bigger desktop changes for example rollout of new antivirus.
• Microsoft environment knowledge (desktop & server).
• Have some level of technical understanding of the products building up a desktop service.
• Experience from the desktop environment.
• Understanding and experience of change management process.
• Technical Requirements

Technical Requirements

• Phone support experience necessary.
• Technical Service desk or technical call center experience is necessary.
• Disciplined systematic problem solving skills required.
• Windows Operating systems
• Clients: Windows7 Windows Vista Windows XP Windows 2000
• Servers: Windows 2000 Windows 2003 Windows 2008
• Knowledge of Active Directory Exchange 2003/2007
• ITSM ticketing tools such as Remedy HP Service Center Peregrine Service Center
• Remote desktop connectivity applications like SMS Bomgar WebEx Live Meeting and Windows Native tools
• MS Office Suite (XP): MS-Word MS-Excel MS-PowerPoint MS-Outlook MS Project and MS Visio
• Internet browsers (e.g. Explorer Chrome Firefox)
• VPN and remote dial-in users
• Support for laptop desktops and printers
• PDA and blackberry support
• Others: Adobe Acrobat and other common desktop applications like WinZip etc.
• Ability to troubleshoot and PCs printers and cellphones with MAC & Windows.

Soft Skills

• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills
• Good working knowledge of MS OFFICE (Including MS Project and Visio)
• Should have a great customer handling skills
• Able to handle unforeseen situations
• High level of acceptance
• Can drive HCLs value and its methodology

Other Skills / Experience

• Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
• 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 Service desk staff and to be on call via pager during the week.
• Customer Focus
• Teamwork
• Technical Expertise
• Interpersonal Effectiveness
• Concern for Order and Quality

Years of Experience

• Total : 3-4 yrs. of University education post High school (. or Diploma)
• Relevant : 2 - 3 years of Service desk/desk side customer service and support experience with problem solving involving hardware

Certification requirements

• Preferred MCP/MSCE/MSCA
• Preferred Apple Certification
• ITIL knowledge of V2 or V3 especially on Service Desk Incident Problem and Change Management preferred

Education requirements

• Total: 3-4 years of University education post High school (. or Diploma)

Bachelors / Masters / Equivalent