Role Description :
The Tech Systems Support role provides first-line technical support for the hardware and software needs of internal and external clients. He is responsible for clarifying and defining the requirements of customers for various issues ranging from the routine to the more complex ones (which he escalates to the appropriate support areas for resolution). He is also responsible for the configuration, installation, maintenance, and troubleshooting of personal computer workstations (for both the hardware and software) and maintains the call information in a database using commercial software.
This role is relied on for the following key expertise:
• Helpdesk support
• Infrastructure and Network support
• System/Server Management & Administration
• System/Server backup and recovery
• Asset Management etc.
The high and steady trend of customer support needs point to the criticality of the role with weekly calls averaging (from across the various departments) as follows:
• Network error - 15
• Hard disk - 3
• Program error - 20
• Program request - 10
• Data extraction - 7
Responsibilities:
• Provide helpdesk support to end-user workstation, applications, networks and IP phones
• Troubleshoot all network related issues (VPN, WAN, LAN and Wireless).
• Manage user and computer accounts in Active Directory
• Perform and monitor backup jobs on servers.
• Perform routine checks on servers performance and virus protection status.
• Manage local proxy server and WEB/contents filtering
In-depth technical skills required:
• Windows server administration (2003 - 2008)
• Microsoft Active Directory
• Microsoft ISA
• Desktop OS and Microsoft applications (Win-XP, Win-7, MS office, MS Outlook, Symantec AV)
• Hardware skill in laptop and desktop
Knowledge/Skills would be added advantage:
• Microsoft ISA / Forefront TMG
• Microsoft SCCM
• Microsoft SQL server
• Microsoft Exchange server
• Cisco routers and switches
• Cisco Unified Messaging (IP Phones, Call Manager and Unity server)
• Symantec End point protection
• Information Security knowledge and experience
• Professional Certification (from Cisco or Microsoft) is an advantage
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