Help Desk Support - Bilingual
Assist staff with installation, configuration, and ongoing usability of computers and peripherals within established standards and guidelines. Work with vendor support contacts to resolve technical problems. Work with service desk and RDS as appropriate to determine and resolve problems received from clients. Respond to support requests from service desk, users and other infrastructure teams. Perform upgrades as directed to ensure the longevity of equipment. Keep track of request and make sure they are implemented as planned. Participate in incident handling concerning desktop changes. Participate in projects concerning bigger desktop changes, for example roll-out of new antivirus. Possess Microsoft environment knowledge (desktop and server). Have some level of technical understanding of the products building up a desktop service. Experience from the desktop environment is expected. Ensure that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers, and administrative systems. The successful applicant will possess the following requirements (items are required unless noted otherwise): * Telephone support experience is necessary * Technical help desk or technical call center experience is necessary * Disciplined, systematic problem solving skills are required * Windows and Novell Operating Systems * Clients: Windows7, Windows Vista, Windows XP and Windows 2000 * Servers: Windows 2000, Windows 2003 and Windows 2008 * Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 2003 / 2007 * Experience with ITSM ticketing tools such as Remedy, HP Service Center, and Peregrine Service Center * Experience with remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools * MS Office Suite (XP, 2003, and 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio * Internet browsers (Explorer, Chrome, and Firefox) * VPN and remote dial-in users * Support for laptop, desktops, and printers * PDA and Blackberry support * Apple IPad Device support * Others: Adobe Acrobat and other common desktop applications like WinZip, etc. * Must be bi-lingual
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