Job Title: Senior Consultant
About the Role:
This is an exciting opportunity to work as a Desktop Support Engineer in a global leading digital services and consulting firm. The successful candidate will be responsible for providing Level 2 support to End User Computing (EUC) environment, ensuring compliance with established IT Service Management processes and meeting agreed Service Level Agreements.
Key Responsibilities:
* Provide hands-on support for all EUC devices, including Windows PCs, Apple devices, mobile devices, and peripherals.
* Maintain, repair, and troubleshoot desktop/laptop OS, hardware, and software packages.
* Provide Level 1 support for desktop applications, including Outlook, MS Teams, Skype, SharePoint, MS Office, and Zscaler.
* Troubleshoot issues related to VPN and antivirus.
* Configure and troubleshoot desktop printers.
* Provide Level 1 support for Virtual Desktop Infrastructure (VDI) issues.
* Re-image machines.
* Troubleshoot issues with software deployment.
* Assist users with user account-related issues.
* Perform technical bar support as per customer requirements.
* Fulfill service requests.
* Provide VIP support.
* Support users for data migrations and user profile migrations.
* Collect and safely dispose of old devices.
* Distribute new mobile devices to users.
* Help users configure mobile devices for usage in customer environments.
* Support users for issues with mobile devices and interface with vendors to resolve them.
* Swap devices for users and provide local assistance for issues faced.
* Support for Apple devices, including patch management.
* Hardware Asset Management.
* Work with third-party vendors as required for incident and service request resolution.
* Stay current on technology suitable for client environments.
* Travel to satellite client offices as required.
* Complete any client-specific certifications needed for performing the job.
* Work with offshore teams.
Requirements:
The ideal candidate will have 6-7 years' experience supporting EUC devices in an IT infrastructure function. They should have good experience in troubleshooting desktop/laptop issues, experience in supporting Apple devices, and experience in providing ITIL-based support for EUC environments. They should also have a good understanding of ITIL processes, experience working with hardware and software vendors, experience in providing support to printers, scanners, and fax machines, basic knowledge of VPN, VDI, and antivirus technologies, experience in re-imaging machines, good skills in patching and software deployment, and VIP support experience.
The candidate should also have experience in supporting corporate mobile devices, must have knowledge of typical desktop applications, and should have a good understanding of Microsoft Active Directory, DHCP, and DNS. They should also have a good understanding of user profile management and proven customer service skills. Excellent written and oral communication skills are essential.
Essential Requirements:
* Approved Basic Offshore Safety Induction & Emergency Training (BOSIET) including Helicopter Underwater Escape Training (HUET) appropriate for the region.
* Hold the appropriate Vehicle Driver's license for the region of operation.
* Certified in the Company Integrated Safe System of Work (ISSo W) – Permit to Work (PTW).
* Maritime Security Identification Card (MSIC).
* Airside Security Identification Card (ASIC).
* Be registered in the Company's Contractor Verification Service (CVS).
* Industrial Safety Induction.
* Obtain relevant facility site inductions and maintain competence to hold.
* Fitness for work medical.
* Registered in the Company Travel system.
* Additional Certificates and Competencies as deemed required by the specific location or region.
We are committed to embracing diversity and creating an inclusive environment for all employees.
],