Desktop Support

Desktop Support
Company:

Quantum World Technologies Inc.


Place:

Florida


Area:

Programmer

Desktop Support

Details of the offer

Job Description:

Desktop and Print Regional Operational Expert

Desktop and Print Team Overview:
This team is responsible for the 2
nd
Level support of the centrally managed End User platforms: Desktop OS, Remote Desktop, Server Based Computing Platforms, Remote Access, Thin Client and Print platforms.

The team is responsible for driving knowledge improvement to the Tier 1 and Tier 2 Service Desk, and engagement with vendors (including those providing managed or hosted services that deliver desktop or printing environments) and engineering teams for unresolved incidents. Desktop and Print Team is also responsible for Disaster Recovery event coordination, outage management and problem resolution on these platforms. Finally, Desktop and Print Team will be the production owner of the platforms and associated products, and will be responsible for driving the service improvement plans, incident reduction through problem management, definition of communications and release plans and the engagement with 3
rd
party vendors.

Role Description:

The Desktop and Print Team Regional Operational Expert is expected to have a strong technical and hands on experience for all of the services / tools below, also fully comprehend the process with the toolsets used by the team members and able to understand and deal with issues and escalations.

The Desktop and Print Team Regional Operational Expert is responsible for providing regional governance of DBs outsourced vendors as well as providing 2
nd
Level Support, Incident, Problem, and Outage management, and Monitoring Operations for the Desktop OS, Remote Desktop, Remote Access, Thin Client and Terminal Server platforms. Responsibilities include:

Coaching vendor, driving knowledge improvement and correct call assignment between incident resolver groups

Supporting vendor team in communication with other technology resolver groups who support associated infrastructure related to the platforms (Hosting Support, Citrix Support, Firewall Support, Network Operations, DNS Admin, Global Wintel, Windows Platform Engineering)

Work with 1
st
Level Tier 1 and 2 support teams to improve resolution rates of incident related issues before reaching 2
nd
Level team

Manage the vendor team's engagement into engineering teams for incidents that cannot be resolved.

To interact with global incident management team when required, and be point of call for severity Crit/1/2 related issues affecting these platforms.

Drive the vendors problem management function (reducing incidents for known issues, reoccurring problems)

Drive the outsourced vendors monitoring of our platforms:

- Local owner of monitoring control room staff

- Ensure vendor proactively address all related issues identified during monitoring activities

Act as production owner for the
Desktop OS. Responsibilities include
:

driving the platform service improvement plan and knowledge creation, defining standardised release plans, approving changes progressing through the engineering and production release gates process, and user communications

Maintain production inventory for Desktop OS

Define any DR plans, and production user communications

Carrying out approvals in change management system for enhancements to the platform

Key Skills:

A solid understanding of the technologies used to deliver the Desktop OS, Remote Desktop, Remote Access, Thin Client and Terminal Server platforms, including Windows Desktop and Server OS, software distribution and patching technologies, VMware ESX, Citrix XenApp and XenDesktop technologies, Juniper RAS and Firewall products, Wyse Device Manager and Printing

Experience in IT in a large corporate environments, specifically in the area of controlled production environment or in Financial services Technology in a client facing function

Good understanding of incident and problem management workflow processes

Good understanding of monitoring concepts and technologies

Excellent communication skills to cater to internal DB clients, Global Technology engineering and incident resolver groups, and external vendor service teams

Experience managing remote teams and external outsourced vendor service delivery

Understanding and experience of working with SCCM (MS config manager)

Deployment of applications and patches through SCCM in a controlled/phased manner

Analysis and Reporting of deployment status to various stakeholders in a presentable form

Operational risk analysis and risk management with various application deployments from stability and user experience perspective

Troubleshooting deployment issues (basic level on server and understanding of end user desktop issues with application install/uninstall)

Achieving compliance numbers for compliance governed applications

Troubleshooting Infrastructure and Client components of SCCM

Windows Server OS Administration

IIS including certificate bindings

Soft skills:

Proven record of thoroughness and diligence as any mistake can affect 12,000 machines

Good communication skills with stakeholders

Requirements


Knowledges:

  • Desktop
  • DNS

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