Mac (Macintosh) Level 3 - Desktop Specialist / Service / Technical Consultant

PURPOSE OF THE JOB • Provide specialized hardware / software / network problem diagnosis / resolution for customer’s end users (specialized Office Support / Blackberry / VPN) • Route problems to onsite hands and feet support staff. • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. • Administer and provide User Access and Exit controls. • Experience in Administration of Macintosh base environment • Experience in supporting production environment comprising of MAC machines. • Good hands on experience on MAC OSX Snow Leopard, OS Lion, Mountain Lion & Mavericks • In depth knowledge of Apple Mac client and server operating systems. • Client Management tools such as Apple Remote Desktop, Deploy Studio, Package maker, FileWave & Casper would be a plus • Open / Active Directory integration • Scripting, programming and other languages (Python, Ruby, C, C++, Objective C) would be a plus • 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. • Mass upgrades and patch management of Mac OS and Software • Product installation and application patches deployment • Administration and maintenance of existing packages 2. PRINCIPAL ACCOUNTABILITIES • Work closely with onsite support staff to obtain technical knowledge and to permanently solve chronic problems. • Training: Be willing to impart on the job and commercial training designed to enhance skills and support capabilities. 3. 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. • Phone support experience necessary. • Technical helpdesk or technical call center experience is necessary. • Disciplined, systematic problem solving skills required. • Hands-on work experience with the following: o Windows Operating systems o Clients: Windows XP, Windows 2000, Windows 98 o Servers: Windows 2000, Windows 2003 o Remote desktop connectivity applications: RDP, pcAnywhere o MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange o Internet browsers (e.g. Explorer, Netscape, Firefox) o VPN and remote dial-in users o Support for laptop, desktops, and printers o PDA and blackberry support o Others: Adobe Acrobat and other common desktop applications • Experience in SME support in specialized desks like Blackberry, VPN, MS Office etc. • Management and System Administration of MAC workstation and Server • Problem Management & Escalations • Analysis on performance • Change Management activities • Should have excellent troubleshooting abilities – to reduce the overall incident resolution time • Back-up and Recovery Services • Upgrades and Patch management • Vendor Management • BCP/DR Implementation and Support • Root cause analysis and preparing Major Incident Reports • Installations, moves, adds, and changes (IMACs) • Engineering of SA-related solutions for project and operational needs • Should be able to work in an on-site/off-shore model – ensuring seamless communication with the offshore team to achieve service Levels • Able to work well with little direction and in a team atmosphere • Ability to manage multiple projects each with critical deadlines simultaneously • Research and recommend innovative, and where possible automated approaches for system administration tasks • Ensure maximum um availability of Infrastructure by providing a quick turnaround of resolution times 4. 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 5. COMPETENCIES • Customer Focus • Teamwork • Technical Expertise • Interpersonal Effectiveness • Concern for Order and Quality 6. 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 Thanks & Regards, -------------------------- Chris Zion 734-274-2717 chris at tekwissen dot com TekWissen is a global management consulting, technological service and outsourcing company delivering technology-driven business solutions to meet the strategically driven objectives for our numerous clients.