Field Support Engineer

Vor 4 Tagen

Mannheim, Deutschland Ubique Systems Vollzeit

Job Description:-

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, FileWave & 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.


PRINCIPAL ACCOUNTABILITIES

  • Work closely with onsite support staff to obtain technical knowledge and to permanently solve chronic problem.
  • Training: Be willing to impart on the job and commercial training designed to enhance skills and support capabilities.


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:
  • Windows Operating systems , MAC , Unix/Linux
  • Clients: Windows XP, Windows 2000, Windows 98
  • Remote desktop connectivity applications: RDP, pcAnywhere
  • MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange
  • Internet browsers (e.g. Explorer, Netscape, Firefox)
  • VPN and remote dial-in users
  • Support for laptop, desktops, and printers
  • thers: 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


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


COMPETENCIES

  • Customer Focus
  • Teamwork
  • Technical Expertise
  • Interpersonal Effectiveness
  • Concern for Order and Quality


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

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