General Job Description
Provide day-to-day technical support, to employees and contractors, for internal desktop, laptop and corporate-issued mobile devices as well as web-conferencing, event, audio-visual and telecom administration and support.
This position requires knowledge and working experience with Windows 7 OS, Mac OSX, Microsoft Office 365, Lync, Active Directory, Remote Access VPN and RSA administration in a large and complex heterogeneous environment.
Manage day to day incidents and client-reported requests, tasks and problem tickets related to company issued laptops, desktops, mobile devices (primarily iOS and BlackBerry devices)
•Where appropriate, work with vendors (such as corporate mobile contract vendors) and service providers to ensure services are being delivered on time and issues are being resolved in a timely manner
•Installs, configures and troubleshoots desktop and laptop systems and peripherals.
•Troubleshoot software and hardware failures and identifying problems.
•Support all Office 365 (Exchange online and Lync) services and assist to resolve all outages and service impacts related to these services. Manage vendor escalations for SME assistance and ensure rapid resolutions.
•Support the use of web-conferencing and audio-visual services, as well as internal event support as required.
•Work alongside the Client Technology Group (CTG) to test and help deploy new technologies to employees, and provide feedback for the pre-release of applications and the corporate desktop image.
•Working knowledge of Microsoft System Center Configuration Manager (SCCM)
•Day to day administration of the Blackberry Enterprise Server (BES)
•Day to day administration of Avaya and frSIP PBX systems
•Support incidents and requests related to the Apropos call center management system, as well as the company’s eFax system.
•Write clear and concise documentation for both technical and non-technical users.
•Support users both remotely and face-to-face, including the troubleshooting of remote access technologies and VPNs.
•Train users on technology and upgrades.
•Perform asset recovery and protection of IP.
•Maintain inventory of equipment.
•Apply and communicate company policies and procedures to resolve routine issues
•Learn to use professional concepts.
•BA/BS degree or equivalent preferred.
•Ability to provide exceptional customer service to users.
•Knowledge of desktop/laptop systems, including Microsoft Windows 7, Mac OSX, MS Office 365 and other desktop applications used by employees.
•Minimum five years of direct experience with Windows systems administration and enterprise class server experience showing continuous maturity and experience. Functional knowledge on DNS , SMTP, IMAP and Pop3
•Experience with the day to day administration of Avaya and frSIP PBXs, and BlackBerry Enterprise Servers
•Knowledge of the Apropos call center management system
•Network and TCP/IP troubleshooting capabilities
•Excellent English and Japanese communication skills (verbal & written) with a proven ability to communicate highly technical information to both technical and non-technical personnel. Additional languages an advantage.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
•Occasional travel may be required.’
•Lifting/moving/carrying of computer equipment upwards of 25 pounds may be required.
•Ability to work non-standard hours or participate in on-call process is required.