• Job Description

  Req#: 23-10506
  
  
  Job Description
  
  
  Job Description:
  • 8+ years of Experience in IT Desktop Support and Team Management in Client Facing Roles this position Leads IT Deskside.
  • Staff with technical support or desktop/laptop computers, applications, printers and related technologies.
  • High Level role to Lead, coordinate and assist the desktop support technicians. Manage the day to day activities of the support.
  • Technicians and provide technical support, training and guidance to staff. Assumes duties as a desktop support technician when assigned.
  Responsibilities :
  • Excellent analytical and problem-solving skills.
  • Demonstrable experience in managing a successful team of support technicians and successful completion of computer.
  • Hardware and current desktop support technician certifications.
  • Excellent customer service skills.
  • Desk side Support Management.
  • Customer Relationship Management.
  • Vendor Relationship Management.
  • Project Management.
  • SLA Management including Incident, problem, Configuration, Service request etc.
  • Review with the Delivery Managers.
  • Periodic reviews with Customer and Vendors.
  • MIS and Reporting Need to have knowledge and get the below tasks carried out by Country Manage .
  • Engineers at various locations in the region supported.
  • Should have knowledge on SD operation and tools.
  • To guide, and act as mentor to the Support Management team as they deliver a unique service, providing high quality information.
  • The Support Manager Team Leader will ensure the smooth everyday running of this core team, ensuring that SLAs are met and that quality targets are reached and maintained.
  • Assists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines.
  • Works with vendor support contacts to resolve technical problems.
  • Works with service desk and RDS as appropriate to determine and resolve problems received from clients.
  • Responds to support requests from service desk, users and other infrastructure teams.
  • Performs upgrades as directed to ensure the longevity of equipment.
  • 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.
  • Ensures that computers connect seamlessly with diverse systems including validation systems, file servers, email.
  • Servers, application servers and administrative systems.
  • Phone support experience necessary.
  • Technical helpdesk or technical call center experience is necessary.
  • Disciplined, systematic problem solving skills required.
  • Windows and Novell Operating systems.
  • Clients: Windows7, Windows Vista, Windows XP, Windows 2000.
  • Servers: Windows 2000, Windows 2003, Windows 2008.
  • Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 2003/2007.
  • ITSM ticketing tools such as Remedy, Client Service Center, client Service Center.
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
  • MS Office Suite (XP, 2003, 2007): 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.
  • Apple Ipad Device support.
  • Others: Adobe Acrobat and other common desktop applications like , etc.

• About the company

  We are a team of technical visionaries who joined forces to form a company that would gather the best and brightest talent in the world. The company uses this talent to help other organizations fulfill their technological dreams and goals and make them a reality. Welcome to Cynet Systems Inc. – a premier staffing and recruiting company – a nationally and locally certified diversity firm.

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