Senior Engineer - Microsoft Windows, Microsoft Servers RDS, Touch Services

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support

In short

Senior Engineer role focused on Remote Desktop Support (RDS) using Microsoft Windows and Servers. Responsibilities include providing expert input to service requirements, documentation, knowledge transfer, and ensuring customer service goals are met with excellent communication skills.

Responsibilities

Provide expert input to service requirements definition, writing and/or reviewing documentation describing Level 1, 2 and 3 Services.
Create detailed run books.
Perform comprehensive knowledge transfer with incumbent service provider.
Ensure customer service goals are met.
Communicate comfortably and effectively with customers and management.
Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users.
Route problems to internal I.M. support staff.
Coordinate and manage relationships with vendors and support staff.
Administer and provide User Access and Exit controls.
Use the Call Tracking System to document and manage problems and work requests.
Ensure adherence to the published compliance framework through monitoring, audits, and reporting.
Keep abreast of changing paradigms through reading, research, feedback, and competitor analysis.
Prepare business requirement documents for automation/enhancement of processes.
Lead pilot and testing efforts of a process rollout, including preparation of training material.
Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
Work closely with I.M. support staff to obtain technical knowledge and to permanently solve problems.
Perform effectively as a project team member for help desk projects and internal assignments.
Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.

Requirements

IT background preferred.
Analytical and systematic problem-solving skills required.
Good English written and communicational fluency expected.
Help desk, customer service, and support experience with problem solving involving hardware, software, and networks is an advantage.
Phone support experience is an advantage.
Technical helpdesk or technical call center experience is an advantage.
Candidates without support experience can also apply.
English – fluent.
Fluency in respective language as required by the position.
Work may be designated for any shift time (24/7 support) so night time and holiday availability may be required.

Desired Qualifications

Demonstrable Subject Matter Expert on Service Desk.
Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management.
Expert knowledge of the service management and reporting obligations placed on an outsourced Service Desk.
Familiarity with Service Management Tool suites and other technologies used in the Service Desk environment.
Deep understanding of the interfaces between remote and on-site first line contact and second and third line resolver groups.
Experience of implementing or operating a unified Service Desk in a multi-supplier environment.
Good/expert knowledge of typical user support workflows and an understanding of the capacity and management of the same.
Excellent communication (verbal, written, listening) and influencing skills.

Benefits

Technical & customer specific training will be provided.

Skills

Microsoft WindowsMicrosoft ServersRDSITILHelpdeskCustomer ServiceHardware SupportSoftware SupportNetwork Support

#IT Support#Remote Desktop Support#Helpdesk Specialist#Microsoft Servers#Windows

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