IT Consultant (MS Windows 2000 Administration)

Daily Activities:

· To independently resolve tickets and ensure that the agreed SLA of ticket volume and time are met for the team

· To provide support for on call escalations or L3 level support and doing incident and problem management

· Work on value adding activities such Knowledge base update and management, Training fresher’s, coaching analysts and conducting interviews or participation in hiring drives

· To adhere to quality standards, regulatory requirements and company policies

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

· To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

· To participate or contribute on EN business in creation of proposals to drive Service improvement plans.

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

· Manage L2/L3 production/project support activities

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: Full Time/Contract Division: eTeam Workforce Limited Reference: 22-05097