Remote desktop support (Dutch)

Responsibilities

·Install, upgrade, support and troubleshoot Windows operation systems, Microsoft Office suite applicationsand any other authorized desktop applications

· Good understanding in Active directory and Windows administration

· Performs general preventative maintenance tasks on anti-Virus, computers, laptops, printers and any other authorized peripheral equipment

· Provide standard and approved software (operating systems and standard office applications) support and the remote management of Desktop Devices using appropriate tools)

· Troubleshooting desktop L2/L3 related issues · Responsible for configuring, installing and troubleshooting VPN · Platform support for MDM- mobile device management

· Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements

· Callback the user and confirm resolution (where ever applicable)

· Training the helpdesk team on the process / top issues

· Responsible to meet objectives defined by the project

· Being compliant to all process and procedures

· Develop trends by monitoring and analyzing incoming calls, incidents and requests

· Install and troubleshoot Enterprise supported applications

· Install & troubleshoot Printer and other authorized devices

· Monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers that has authorized, Email account administration, ownership and responsibility of queries, issues and problems assigned to the Desktop Support Administrator

· Working on all remote remediation tickets: MSSP Alert, MacAfee (user and admin recovery, Patch and DAT remediation), AM core, ENS, XML, Windows patch remediation etc.

· Working on Local Administration rights ticket

· Push the software’s through SMP & work on failed software installations through SMP.

Skills required

· Excellent English Communication Skills (written, reading and spoken)

· Excellent Dutch Communication Skills (written, reading and spoken)

· Technical knowledge on troubleshooting Window and Office applications

· MCSE/CCNA certification would be desirable. But not mandatory

· Minimum 1yr experience in remote / desktop support preferable Technical Skills (Core & Top-Up)

· Previous Helpdesk (Voice Support) experience preferred

· Primary Skill: Proficiency in EUC Administration (Windows

· Secondary Skill: SCCM, Imaging/VDI & Mobility

· Strong knowledge of Microsoft based operating systems with emphasis on Windows X

· Knowledge in Asset management - Basic

· Files and file system management

· Knowledge in Software distribution, Patch Management using SCCM

· Skilled knowledge on Active directory/GP and related components

· Knowledge in Image management & Print Management

· Following strict change, incident, request and problem management guidelines; and ensuring compliance to service level agreements

· Demonstrate strong technical and integration skills Behavioral Skill

· Flawless Communication skills

· Ability to guide team members

· Collaborative working, drive for improving team performance

· Ability to work under pressure and against time lines, SLAs

· Handle high workloads and volumes

· Flexibility to work in shift operations

· Detail orientation

· Proactive approach, anticipate issues and act on them before they become show-stoppers

· Interact with global customers

· Understanding of cultural aspects of people from different geographies

· Sense of urgency in closing tasks