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Job Description

General Description

This position assists staff with technical support or desktop / laptop computers, applications, printers and related technologies.
Involves managing team over 10 desk side agents.

Responsibilities: -?? ????

Assists with installation and configuration.
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 idea of ??????building up a desktop service.
Experience from the desktop environment.
Ensures that computers are seamlessly connected with systems, e-mail servers, application servers and administrative systems.
Provide weekly reports.
Implement best practices.
Be the single point of contact with customer?????? .

Technical Requirements:?? ???? ?? ?? ?? ????

Managing a minimun of 10 members on the desk or desk side.
ITIL V3 certified.
Exposure on managing remote sites.
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, HP Service Center, Peregrine Service Center??.
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and
Windows Native tool.
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 Winzip, etc.

Soft Skills?? :??

Excellent communication and conversation skills (Verbal and Written) in English,
Portuguese and Spanish.?? ?? ?? ?? Should have a great customer handling skills.
Able to handle unforeseen situations.
High level of acceptance.
Willing to work on rotating 24X7X365 shifts – No travel.
Other Skills / Experience.
Ability to successfully provide hardware / software / network problem.
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.
Ability to work on the pager during the week.
Customer Focus.
Team work .
Technical Expertise.
Interpersonal Effectiveness.
Concern for Order and Quality .

Years of Experience????:?? ????

Total?????????????? :?? 3-4 yrs of University education post High school (B.Sc. or Diploma)
Relavant :???? 2 – 3+ years of help desk/desk side, customer service, and support experience with problem solving involving hardware,

Certification requirements?? ?? :??????

Preferred MCP/MSCE/MSCA or HDI CSS
ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Education requirements?? :????

Location City:

Location Country:

Desktop Support Specialist (L2) – ( English + Portuguese + Spanish)