Desktop Engineer

· 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 (. 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 Windows 7, XP, 2000, 98 o Mac OS OS X o Servers: Windows 2000, 2003, 2008 o Remote desktop connectivity applications: RDP, pcAnywhere Teamviewer 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, tablets, iPads and phone support o Others: Adobe suites 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 All your information will be kept confidential according to EEO guidelines. Nandha KRG Technologies, Inc., Nandha(at) 25000 Avenue Stanford, Suite #243, Valencia, CA 91355 Direct : 661-367-8000 Ext : 304