- PURPOSE OF JOB
As a Desktop Administrator, you will provide Incident Management Level 1 Support that includes incident identification and resolution. You will be responsible for providing technical support and maintenance for all desktops and applications in the designated site, implementing systems security and policies.
2. Key Responsibilities
- Provide Desktop and End User Support to ensure accessibility of client tools and applications
- Responsible for Incident Identification and Resolution for Level 1 issues. The SDA will escalate to the TL relating to desktops (PCs, Laptops) or the SDC and SSA for Level II support. The SDA will work closely with the SDC and SSA throughout all incidents.
- Responsible for supporting all facets of desktop administration (logins, passwords, etc.) patching (anti-virus and OS patches) at local site
- Responsible for adds, moves and changes of all users of the local centre
- Key participant in Change Implementation Management (CIM) and submits change control documentation in accordance with Sykes standards
- Responsible for IT asset inventory and disposal in accordance with SYKES Standards
- Assist and act as remote hands and eyes while troubleshooting issues with remote engineers
- Act as the facilities back-up for Power Infrastructure (Generator, UPS, HVAC)
- 24x7x365 availability to support end users on an as-needed basis
- Serve as the primary IT point of contact for the Site needs relative to site IT need, issues, etc.
- Complete Daily, Weekly and Monthly checklists accurately and in a timely manner
3.CORE COMPETENCIES
Focus on customer
- Accurately identifies customer requirements, expectations, and needs
- Follow up with customers to ensure problems are solved
Planning
- Aligns personal work plans with plans and initiatives of own and other work units
Build Collaborative Relationships
- Build relationships with people across a variety of functions within the organization
- Relate to others in an accepting and respectful manner regardless of their organizational level, personality or background
4.EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED
- Bachelor’s degree (Must be in) Information Technology, Computer Science or Computer Engineering
- 2 to 4 years related experience
Skills Required
- Very Good English Level (B1)
- Excellent understanding of Windows client operating systems
- Very good knowledge of Microsoft Office 2013/2016/O365
- Good understanding of Windows server and patching requirements
- Knowledge of Windows server management applications such as DHCP, DNS, Active Directory Users and Computers, etc
- MCSE and CCNA knowledge is desired; certificates are preferred
- Good knowledge of proxy server’s role
- Background of Microsoft SharePoint 2013 is highly preferred
- Good background about networks (LAN and WAN networks fundamentals, and Switching, routing, wireless … etc.)
- Basic knowledge of TCP/IP
- Knowledge of Backup and restore is a plus
- Basic understanding of Virtualization (VMWare)
- PCI-DSS Knowledge
- Strong analytical, diagnostic and problem solving skills
- Reporting and documentation skills
- Able to operate with minimal supervision
- Able to manage time effectively, set priorities appropriately
5.SECURITY COMPLIANCE
Employees are required to maintain compliance with SYKES safety, security, and privacy programs. Responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees.
6.ETHICS COMPLIANCE
SYKES is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to SYKES policies on ethics and integrity