To Perform Remote Desktop Support across multiple customers and technologies.
Technical:
- Microsoft certified with future accreditations being planned for, and must be committed to writing exams for any course paid for by Computacenter SA.
- Experience with remote control technology (Dame ware, VNC,SCCM, Remote Desktop, Remote Assistance)
- Experience in desktop operating systems (XP and upward)
- Experience in common client applications (MS Office, Citrix client, VPN clients, MS Outlook)
- Experience in supporting server /desktop operating systems (XP and upwards)
- Experience in Active Directory, Group Policy, DNS, DHCP, DFS a clear advantage
- Experience in Anti-Virus (Symantec) and other client security products a clear advantage.
- Be in a position to be cross trained within the team.
- Must actively participate in the PASS12T strategy – shift left initiatives
- Troubleshooting skills.
Non-technical:
- A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations.
- American customer, with a 24 x 7 shift pattern.
- BAU will run on the EST time zone – e.g. core shift patterns can range from but not limited to 12pm to 9pm / 1pm to 10pm / 3pm – 12am and so on.
- Solid and stable connectivity while working from home – reliable fibre area and LTE connection is essential run the service (video is required).
- Eloquence – verbal and written skills in English are an essential skill to converse with the US user community.
- Shows ability to work independently as well as in a team.
- Committed to customer satisfaction and ownership of issues.
- Committed to share knowledge / information / experiences.
- Ability to work under pressure and apply existing knowledge to unknown areas.
- Experience in dealing with all types of users..
- Must show strong motivation to further career by going the extra mile for the team.
- Happy to work remotely without any physical access to the infrastructure.
- Must have documenting skills and experience
- Be willing to engage in some non-technical, admin activities
- Pro-active, go-getter, driven individual.
- To be flexible in approach to times worked, occasionally to work over the standard shift to swap or cover for team member, to be prepared to come in earlier than normal to assist within the team if required.
- Able to work OOH if or when required.
- Required to work SA Public Holidays (as per customer requirements).
Desirable Knowledge/Skills
- Understanding of Citrix, SCCM, Anti-Virus, VMWARE, DHCP/DNS/Active Directory/GPO, Windows 7/8/10, Office applications, Scripting
Essential Qualifications
- Grade 12
- ITIL Foundation V3
- MCSE or MCITP
Desirable Qualifications
- Certifications in any one of these: VMWARE, SCCM, Symantec Enpoint Protection
Please Note: For this role, you may require access to sensitive customer financial information.