IT Associate Consultant (Active Directory)

Daily Activities:

· To validate analyses (eg. Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

· To ensure positive customer feedback and satisfaction through active participation in customer meetings to understand any issues faced

· To validate Change Order Implementation Plan and Human Error Compliance and participate in Capacity planning

· To perform value addition activities (such as mentoring administrators or team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition, act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as and when required

· To ensure on-time resolution and quality compliance of escalated tickets or incident as per the agreed SLA

· Manage L2/L3 production/project support activities

· responsible for Incident, Change, Problem, Knowledge, Availability and Capacity Management for Windows operating system

· Responsible for script development/ update in different scripting (Shell and Perl)

· Responsible for coaching and mentoring the team

Soft Skills:

· Good communication and conversation skills (both verbal and written)

· Fluent English (min C1) is a must-have, any other European language nice to have

· Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations

· Ability to ensure high level of customer satisfaction and acceptance

· Personal dedication to providing high quality service. Ability to finish what is started is a must

· Desire to reinforce Client’s values and methodology

· Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared

· Ability to acquire new information quickly and the willingness to do so at all times

Technical Requirements:

· Working knowledge of applications running across multiple platforms (e.g. Windows, Exchange)

· Understanding of ITIL processes

· Experience in UNIX/Mac environment

· Working knowledge of ticketing system for incident management

· Ability to define processes and implement them as per need

· Ability to conduct Root Cause Analysis

· Ability to successfully provide hardware/software/network problem diagnosis/resolution via telephone

· Familiarity with the process of creating user accounts for Active Directory, Exchange mailboxes, distribution lists

· Knowledge of VPN and remote dial-in users

· Knowledge of Active Directory, Exchange 2003/2007, Windows operating system, both Server and Client (servers: Windows 2000, Windows 2003, Windows 2008; clients: Windows7, Windows Vista, Windows XP, Windows 2000), Mac OS, OS X

· Knowledge of ITSM ticketing tools (e.g. Remedy, ServiceNow etc.) Center, client Service Center, SNOW)

Years of Experience:

· Total: 4-8 years of higher education (B.Sc. or diploma)

· Relevant: 2-3+ years of help desk/desk side, customer service, and support experience; experience with solving hardware related problems

Certification Requirements:

· MCP/MCSE/MCSA preferred

· ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Job type: Permanent Division: eTeam Workforce Limited Reference: 22-05098