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Senior Desktop Support Agent

Public Cloud Service
Downtown, Cairo
Posted 6 years ago
52Applicants for2 open positions
  • 34Viewed
  • 0In Consideration
  • 2Not Selected
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Job Details

Experience Needed:
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Skills And Tools:

Job Description

Job Outline:

The Desktop support senior specialist will provide full second level of IT technical support “Fixing problems-Deployments-Upgrades-Assisting in installation & Use of product-supporting new systems & solutions testing-Managing & maintaining servers (WSUS, MDT, treasury SunGard)” to all client-side related problems, issues, and requests.

The Provided support covers operating systems, installed software applications, Software metrics and inventory, HW assessments.

She/he will also play an important role in identifying, clarifying and analyzing the IT desktop support related risks and will act as the focal point of the team in that regard. She/he will also manage and support all client-side related projects when it comes to new services provided, or new ideas introduced.

Responsibilities:

Main Tasks & Responsibilities:

  • Provide IT technical support services to Desktop Infrastructure Systems.
  • Support Microsoft’s User Applications and Operating Systems.
  • Manage and Administrate Active Directory Computer Objects’ creation, deletion, updating and cleanup.
  • Enhance provided end-to-end support services by applying solutions that mainly focus on proactive and automation technologies
  • Maintain SLA and Quality levels for all operational incidents, and ensure that all incidents and service requests that are assigned to him/her are resolved/fulfilled within the agreed on SLA.
  • Develop strategies to enhance daily operations, by decreasing number of escalated incidents.
  • Empower the usage of remote deployment technologies.
  • Participate in the support of Business continuity Plans (BCP) in case of crisis and major outages.
  • Ensure proper functionality of end users machines in terms of SW and HW by developing the necessary technical reports and taking actions that facilitate the daily operations and comply with the bank processes.
  • Apply standards and create labs to match current production environment for deployments and new solutions’ proof of concepts.
  • Fetch for new technologies and develop ideas to support business and revenue growth.
  • Share and play an active role in decision making processes along with developing best team
  • Act as the desktop support team focal point for Risk committees and assessments.

Job Requirements

Candidate Qualifications:

  • Bachelor’s degree in information technology, computer science or equivalent experience and degree.
  • Microsoft certified-any MCP (desirable)
  • ITIL foundation certified (desirable)

Minimum Experience:

  • 4+ years’ of experience within an enriched desktop support environment in big IT companies, financial firms or multinational organization. (Banking experience is a plus)

Job Technical Skills:

  • Excellent knowledge of scripting techniques and automation tools.
  • Excellent knowledge of Microsoft deployment tools (MDT, and OSDs).
  • Excellent knowledge of Microsoft system center configuration manager (SCCM).
  • Good knowledge of virtualization techniques and solutions.
  • Good knowledge of DB concepts.
  • Good knowledge of NW concepts.
  • Good knowledge of enterprise security measurements.
  • High ability to troubleshoot and analyze problems.
  • High ability to communicate and explain technical problems in non-technical context.

Generic Skills

  • Very Good leadership skills.
  • High adaptability skills
  • High analytical skills.
  • A demonstrated focus on customer service excellence (Mandatory).
  • Excellent communication skills (Mandatory).
  • Target focused and results driven.

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