Mac (Macintosh) Level 3 - Desktop Specialist / Service / Technical Consultant

TekWissen is a global management consulting, technological service and outsourcing company delivering technology-driven business solutions to meet the strategically driven objectives for our numerous clients.

PURPOSE OF THE JOB

• Provide specialized hardware / software / network problem diagnosis / resolution for customer’s end users (specialized Office Support / Blackberry / VPN)

• Route problems to onsite hands and feet support staff. 

• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. 

• Administer and provide User Access and Exit controls. 

• Experience in Administration of Macintosh base environment

• Experience in supporting production environment comprising of MAC machines.

• Good hands on experience on MAC OSX Snow Leopard, OS Lion, Mountain Lion & Mavericks

• In depth knowledge of Apple Mac client and server operating systems.

• Client Management tools such as Apple Remote Desktop, Deploy Studio, Package maker, FileWave & Casper would be a plus

• Open / Active Directory integration

• Scripting, programming and other languages (Python, Ruby, C, C++, Objective C) would be a plus

• Basic knowledge of Windows based systems Experience Required

• Excellent interpersonal skills with the ability to influence both I.T. and the business

• Exposure/ Troubleshooting knowledge to most common Macintosh applications like Adobe apps, Quark Xpress, MS Office and Final Cut Pro (FCP) would be added advantage.   

• Mass upgrades and patch management of Mac OS and Software

• Product installation and application patches deployment

• Administration and maintenance of existing packages         

2. PRINCIPAL ACCOUNTABILITIES 

• Work closely with onsite support staff to obtain technical knowledge and to permanently solve chronic problems. 

• Training: Be willing to impart on the job and commercial training designed to enhance skills and support capabilities. 

3. KNOWLEDGE, SKILLS & EXPERIENCE 

• 3-4 yrs of University education post High school (B.Sc. or Diploma) 

• 1-2 yrs diploma in Information Technology. Preferred MCP/MSCE/MSCA or HDI CSS. 

• 3-5 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks. 

• Phone support experience necessary. 

• Technical helpdesk or technical call center experience is necessary. 

• Disciplined, systematic problem solving skills required. 

• Hands-on work experience with the following: 

o Windows Operating systems 

o Clients: Windows XP, Windows 2000, Windows 98 

o Servers: Windows 2000, Windows 2003 

o Remote desktop connectivity applications: RDP, pcAnywhere

o MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange

o Internet browsers (e.g. Explorer, Netscape, Firefox)

o VPN and remote dial-in users 

o Support for laptop, desktops, and printers 

o PDA and blackberry support 

o Others: Adobe Acrobat and other common desktop applications

• Experience in SME support in specialized desks like Blackberry, VPN, MS Office etc. 

• Management and System Administration of MAC workstation and Server

• Problem Management & Escalations

• Analysis on performance

• Change Management activities

• Should have excellent troubleshooting abilities – to reduce the overall incident resolution time

• Back-up and Recovery Services

• Upgrades and Patch management

• Vendor Management

• BCP/DR Implementation and Support

• Root cause analysis and preparing Major Incident Reports

• Installations, moves, adds, and changes (IMACs)

• Engineering of SA-related solutions for project and operational needs

• Should be able to work in an on-site/off-shore model – ensuring seamless communication with the offshore team to achieve service Levels

• Able to work well with little direction and in a team atmosphere

• Ability to manage multiple projects each with critical deadlines simultaneously 

• Research and recommend innovative, and where possible automated approaches for system administration tasks

• Ensure maximum um availability of Infrastructure by providing a quick turnaround of resolution times

4. DIMENSIONS 

• Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must. 

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

• Ability to learn new information quickly and the willingness to do so at all times. 

• Ability to work flexible hours from time to time to cover for other help desk staff 

5. COMPETENCIES 

• Customer Focus 

• Teamwork 

• Technical Expertise 

• Interpersonal Effectiveness 

• Concern for Order and Quality 

6. KEY BUSINESS CHALLENGES 

• Meet or exceed current client and team SLA 

• Keep up-to-date on new technologies and end customer technologies 

• Keep customer satisfaction high 

• Reduce user downtime 

• Analyze chronic problem

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Chris Zion

734-274-2717

chris at tekwissen dot com