Beschreibung
2nd/3rd Line Mac/Windows Specialist - 1 day per week- (On Demand Support as and when required)
Purpose of the role
We are seeking a Level 2/3 Mac/Windows Specialist - 1 day per week - to be the subject matter expert for Apple and Windows, as well as the mobile devices when required.
You will provide technical support and expertise for queries and act as the interface between IT and the wider business.
Key responsibilities
- Provide 2nd and 3rd line expertise and support services in the Mac/Windows environment
- Troubleshooting all Mac and Windows OS operating systems and applications
- Resolution of incidents escalated from the Service Desk for 2nd and 3rd Line incidents
- Server maintenance
- Project work
- Work to SLAs and prioritise workload to meet contractual deadlines
- Update incident management tool regularly to show audit trail of all support work undertaken
- Provide Executive and VIP support for Apple and Windows products on an ad-hoc basis
- Remote management and deployment of client software packages
- Knowledge and experience supporting Cisco Meraki
- Manage multiple work streams in parallel in an effective and proactive manner.
- Work to specified standards and required levels of deportment, conduct and sound ethical workplace practices. Must be able to work alone and unsupervised taking the initiative when necessary.
Personal Skills/Experience
- The ability to prioritise between short-term reactive demands and long-term planning.
- Must be a good problem solver and demonstrate the ability to adapt to new and changing technologies.
- Demonstrates a high level of ownership for the service.
- Exceptional interpersonal skills
- High level of commitment and goes the extra mile' to deliver exceptional service
- Personally resilient, and able to deal with problems and deliver outcomes in pressured situations
- Flexible and open to change, including being able to respond to changing demands
- Willing and collaborative team player
- Builds effective relationships both within the team and across the business and Professional Services
- To be able to engender confidence and manage expectation levels internally and externally even when providing a negative response to a request
- Excellent written and verbal communication skills
- Good time management and prioritisation practices
- Must be fluent in English and German
Technical Skills
- A knowledge and understanding of proactive Incident and Problem Management
- Be technically capable on all levels of a reactive support environment
- Strong understanding of SLAs and various incident management tools based on ITIL methodology
- Working knowledge of current and Legacy hardware platforms. Familiar with building, configuring and troubleshooting Macintosh and PC hardware components.
- Working knowledge of Mac OSX up to 10.14 - Mojave, Windows 10, Office 365.
- Knowledge of Adobe Creative Suite, Photoshop, Illustrator, Electronic Sketch.
- Experience supporting Audio Visual and Video Conferencing facilities and print services
- Configuration of user accounts in Active Directory.
- Use of Macintosh Manager and Workgroup Manager to administer Mac user accounts.
- Configuration of Apple Remote Desktop and VNC for remote assistance of users and Servers (including appropriate security considerations).
- Installation of OS X Servers.
- Knowledge of TCP/IP standards and networking and Cisco Meraki.
- Knowledge of server/client operations in a domain environment would be advantageous
- Experience in deploying Apple mobile devices in a corporate setting (iPhone's/iPad's) is a plus
Due to the large numbers of responses we receive, despite our best efforts it is not always possible to respond to every application. Therefore, only short-listed candidates will be contacted for this particular role and if you have not heard from us within 14 days of your application, please assume, you have been unsuccessful on this occasion.
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Allied Worldwide are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, gender, disability, religion/belief, sexual orientation or age.