IT Solution & Support Engr. (Multiple Positions in Multiple Cities)

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Tech (Cisco Gold Partner) IT Solution provides global network implementation and support solutions to world-class IT Companies, delivering cost savings and operational simplicity in IT helpdesk. tech is a 20 year old private company that delivers tailored solutions to over 50 of the world's leading multinational enterprises, outsourcers and service providers.

Requirements 

• Provides an effective interface between users and service providers\Service Desk, including external commercial suppliers\OEMs where applicable. This interface includes documenting problems, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.

• Assists users in making more effective use of desk-top systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.

• Installs or removes hardware and/or software, using supplied installation instructions and tools; follows agreed standards. Agrees the timing of the work with those affected, eg users, operations management.

• Conducts tests of the hardware and/or software affected using supplied test procedures and diagnostic tools. Corrects malfunctions, calling on help from more experienced colleagues if required. Documents results in accordance with agreed procedures.

• Reports details of all hardware/software items that have been installed and removed so that configuration management records can be updated.

• Provides specialist guidance and advice to less experienced colleagues

• Ensures that all requests from users for assistance are handled promptly and effectively; is pro-active to ensure that users make effective use of the facilities available to them.

• Demonstrates commitment and ingenuity in expert application of available facilities to non-standard situations, diagnosing underlying causes of difficulties, and devising solutions or workarounds to ensure that the effect on operations is minimised.

• For all requests that cannot be directly resolved, provides an effective interface at the highest level between users and service providers; ensures that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.

• Regularly monitors the incidence, status and speed of resolution of enquiries and problems; is pro-active in devising improvements and recommending changes to systems, products or services.

• Provides users with information on the medium and long-term plans and policies of the organisation for the provision of desk-top systems, products and services and advises on the impact of such plans.

Key Competencies

• Conceptual Thinking: Acquiring understanding of the underlying issues in complex problems or situations by correctly relating these to simpler or better understood concepts, models or previous experiences.

• Information Acquisition: Identifying gaps in the available information required to understand a problem or situation and devising means of remedying such gaps.)

• Flexibility: Taking account of new information or changed circumstances and modifying understanding of a problem or situation accordingly.

• Interacting with People: Establishing relationships and maintaining contacts with people from a wide variety of backgrounds.

Candidate must be able to demonstrate the following experience:

• Has 25 to 48 month’s experience in a Deskside Support or similar role. 

or

• Has gained experience as a competent user of computer systems and has demonstrated an aptitude for ICT work.

• Prior experience of working in a customer facing, end-user environment.

Technical Knowledge & Skills

 The following Knowledge & Skills are required for the role:

• Proficient in Operating Infrastructure\Hardware with a working knowledge of the ICT infrastructure found in a corporate environment (e.g. hardware, databases, operating systems, local area networks etc.)

• Proficient with desktop Operating Systems with a working knowledge of common desktop applications (e.g. Microsoft Office, Oracle etc.)

• The application of automated systems to the support of specific business functions or processes.

• The management of the interaction between two or more networking systems, computers or other "intelligent" devices.

• Familiar with Corporate, Industry and Professional Standards

Qualifications & Certifications

TECH would prefer candidates who possess 2 of the following certifications;

• PC\Laptop OEM Maintenance or relevant

Certification if any

• CompTIA A+ Certification  

• Microsoft Certified IT Professional (MCITP) certification in desktop area 

• Microsoft Office Specialist (MOS) Certification 

Additional Requirements

Location dependant the following applies

• Valid Driver’s licence 

• Ability to pass in country security clearance (DBS, Police clearance check etc.) 

• Shift work and Standby (as 24/7 service is offered) at selected sites, will be on a rotational basis with other team members in location. 

• Ability to work local business hours   

• Proficient in Local Language and English (Spoken and Written)

Please Drop your CV to rec@goproconsultant.com 

OR

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• Contractor invoice booking and interaction with internal team and service partner
• Ensure timely authorization of payment run preparation and upload and payment
• PO Generation
• Bank & CC Reconciliation
• Direct Cost Journals / Indirect, Salary Magazine
• Balance Sheet Reconciliation
• Make sure the entries are completed for the end of the month in the timeline
• Prepaid and cost allocation on a monthly basis
• Fixed Assets Accounting
• Maintaining all accounting documents for audit purposes
• Coordinate and enhance relationships with internal team.
• Audit coordination
• AR Billing and Invoicing. Any interim maintenance reporting.

Job Location: Islamabad, Pakistan

 Key Accountabilities:

• Design and deploy functional networks (LAN, WLAN, WAN) that optimize for voice traffic quality and 24x7x365 availability
• Configure and install software, servers, routers and other network devices
• Pro-actively monitor network performance and integrity
• Resolve issues that other tiers of support have escalated by troubleshooting cloud and local infrastructure, including rotations for support overnight and on the weekends
• Coordinate communication and collaborate with the product engineering teams and IT teams for maintenance and during outages
• Automate tasks for health monitoring, security monitoring and maintenance as much as possible.
• Help implement new intrusion detection systems and continue to test and improve existing security measures, like access authentication, internal firewalls, etc.
• Communicate with first tier support and users when needed to help troubleshoot and provide updates on issues.
• Firewalls
• IP Based Phone System
• Fiber & CAT5 Infrastructure
• Video Conferencing
• Expert troubleshooting and problem-solving skills

Preferred Certifications:

• CCNP, CCIE, Cisco ISE
• VCP-DCV6.7
• VCP-NV6.2
• MCSE Server Infrastructure

Background:

• Must have a relevant degree in related industry with MS or BS Engineering.
• 6+ years industry-related experience as a Senior Network Engineer or Network Administrator.
• Solid background in network operating systems, in particular Cisco iOS, administration and architecture

Please Drop your CV to rec@goproconsultant.com 

OR

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 Key Responsibilities:

• Troubleshoot various Linux desktop and server related issues.
• Provide advanced server support.
• Install, configure and maintain CentOS, RedHat and Ubuntu servers.
• Install, configure and maintain Ubuntu and MacOS desktops.
• Install, configure and maintain system software, both commercial packages and various freely available software (including Apache, MySQL, Networker, Oracle, PHP, ZFS, etc.).
• Patch both system and 3rd party vendor software to ensure security and stability.
• Monitor for patch releases and work with the customers and other admins to ensure the patches are applied in a timely manner.
• Provide consulting in both the selection and purchase of hardware and software.
• Ensure the secure and effective operation of computing systems through compliance with ORNL procedures and IT Internal Operating Procedures.
• Work with other system engineers and vendors to resolve both hardware and software issues.
• Work with local bargaining unit personnel on hardware installation and hardware repairs where it is outside the scope of a vendor.
• Utilize Internet resources (mailing lists, blogs, etc.) to resolve problems with open source software.
• Develop and document procedures for startup, execution, shutdown, backup and recovery.
• Monitor systems performance.
• Support large data storage systems and backup services.
• Provide technical guidance for developing junior system administrators.
• Utilize automation tools, such as Ansible, to automate workloads.

Basic Requirements

• Bachelor’s Degree in Computer Science (or related field) or combined work experience plus education of 7 years.
• Excellent interpersonal skills suitable for user support and the ability to work well with peer system administrators is required.
• Experience with creating advanced scripts using BASH or other scripting languages is required.
• Experience performing advanced troubleshooting and system administration with Linux Servers.
• Experience supporting large data systems
• Experience automating workflows.
• Demonstrated capabilities to work in a dynamic environment.
• Good written and verbal communication skills.

Please Drop your CV to rec@goproconsultant.com 

OR

Share your Cover Letter below:

Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. Administer and provide User account provisioning. Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs Perform user account management activities Escalate complex problem to appropriate support specialists. Troubleshoot client software and basic network connectivity problems Provide knowledge transfer of EUC operations.  

Technical Requirements

Phone support experience necessary. Technical Service desk or technical call center experience is necessary. Disciplined, systematic problem solving skills required. Hands-on work experience with the following: Windows Operating systems Clients: Windows7, Windows Vista, Windows XP, Windows 2000 Servers: Windows 2000, Windows 2003, Windows 2008, Knowledge of Active Directory, Exchange 2003/2007 ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center User account creation for Active Directory, Exchange Mailboxes, Distribution lists Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio Internet browsers (e.g. Explorer, Chrome, Firefox), VPN and remote dial-in users Support for laptop, desktops, and printers PDA and blackberry support  

Years of Experience 

1-3 years of Service desk, Global voice customer service experience , and support experience with problem solving involving hardware, involving hardware, software, and networks. Should have Global support experience.

Language

B1 French 

Education requirements 

Total: 3-4 years of University education post High school (B.Sc. or Diploma) Bachelors / Masters / Equivalent 

Please Drop your CV to rec@goproconsultant.com OR Share your Cover Letter below: 

Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
Administer and provide User account provisioning.
Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
Perform user account management activities
Escalate complex problem to appropriate support specialists.
Troubleshoot client software and basic network connectivity problems
Provide knowledge transfer of EUC operations

Technical Requirements

Phone support experience necessary.
Technical Service desk or technical call center experience is necessary.
Disciplined, systematic problem solving skills required.
Hands-on work experience with the following:
Windows Operating systems
Clients: Windows7, Windows Vista, Windows XP, Windows 2000
Servers: Windows 2000, Windows 2003, Windows 2008,
Knowledge of Active Directory, Exchange 2003/2007
ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
User account creation for Active Directory, Exchange Mailboxes, Distribution lists
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
Internet browsers (e.g. Explorer, Chrome, Firefox),
VPN and remote dial-in users
Support for laptop, desktops, and printers
PDA and blackberry support

Years of Experience

1-3 years of Service desk, Global voice customer service experience , and support experience with problem solving involving hardware, involving hardware, software, and networks. Should have Global support experience.

Language

B2 German

Education requirements

Total: 3-4 years of University education post High school (B.Sc. or Diploma)
Bachelors / Masters / Equivalent 

Please Drop your CV to rec@goproconsultant.com 

OR

Share your Cover Letter below:

 Job Description

Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. Administer and provide User account provisioning. Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs Perform user account management activities Escalate complex problem to appropriate support specialists. Troubleshoot client software and basic network connectivity problems Provide knowledge transfer of EUC operations  

Technical Requirements Phone support experience necessary. Technical Service desk or technical call center experience is necessary. Disciplined, systematic problem solving skills required. Hands-on work experience with the following: Windows Operating systems Clients: Windows7, Windows Vista, Windows XP, Windows 2000 Servers: Windows 2000, Windows 2003, Windows 2008, Knowledge of Active Directory, Exchange 2003/2007 ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center User account creation for Active Directory, Exchange Mailboxes, Distribution lists Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio Internet browsers (e.g. Explorer, Chrome, Firefox), VPN and remote dial-in users Support for laptop, desktops, and printers PDA and blackberry support  

Years of Experience 1-3 years of Service desk, Global voice customer service experience , and support experience with problem solving involving hardware, involving hardware, software, and networks. Should have Global support experience.

Language
Any  

Education requirements Total: 3-4 years of University education post High school (B.Sc. or Diploma) Bachelors / Masters / Equivalent
Please Drop your CV to rec@goproconsultant.com 

OR

Share your Cover Letter below: