3 (or more) years relevant working experience providing IT desktop support in a LAN environment

Knowledgeable in Active Directory and Group Policy management and SCCM based deployment of software packages

Extensive experience in trouble shooting and supporting Windows operating systems (all the latest versions including Windows 10) and Microsoft Office Suite 2016/2021

Experience in roll-out, maintaining and troubleshooting common desktop software programs

In depth knowledge and experience in anti-virus products to ensure a secure desktop computing environment

Knowledge of Remote desktop maintenance and troubleshooting tools and methods

Hardware knowledge for laptops and PCs

Knowledge in 2 Factor Authentication, encryption, VPN, desktop deployments

Knowledge of mobile devices such as Apple iPad, iPhone and Apple OS

Knowledge of Mobile Device Management products

Excellent customer service skills including negotiation and conflict resolution, team working Skills

Ability to provide technical documentation

Ability to work effectively in an international and multi-cultural environment, with sensitivity and respect for diversity

At least five years of hands-on experience in desktop systems engineering in an environment with significant IT security constraints, including solution design and administration of systems such as MS SCCM, intune, MS Windows 10 and 11, MS Office 365 components and related cloud services, AD, AAD group policies, MS Defender ATP stack, encryption, device control, internet browsers, MDM solutions

At least five years of experience in scripting using PowerShell

Demonstrated experience of design, configuration, deployment, operations, and improvement of virtualized computing environment using Citrix

At least five years of hands-on relevant experience in trouble shooting, incident and problem resolution

Microsoft certification such as MCITP (Microsoft Certified IT Professional) and MCTS (Microsoft Certified Technology Specialist), as well as ITIL certification are desired

Profound knowledge and experience of desktop security solutions, practices and principles

Answer and respond to phone calls and e-mails

Plan, implement and monitor IT projects creating relevant documentation as needed;

Ensuring timely user communications for support issues (Incidents and Problems)

Liaise with customer to ensure satisfactory closure of incidents

Configure, install and troubleshoot desktop or laptop hardware and standard company’s software;

Provide resolutions, workarounds, and recommendations for incidents assigned or logged by customers, following IT Service Management (ITSM) processes

Act as first and second level support for incidents reported to IT service desk

Assign and escalate incident to second level support teams as may be required

Monitor incidents to ensure business expectations and SLAs are met

Support and maintain Agency’s standard software, hardware and operating systems following procedural standards and within agreed time frames, contributing both in upgrades and
maintenance

Create/Maintain knowledge base and documentation on processes, procedures, FAQ, known problems

Design of administration of the desktop environment and systems such as MS SCCM, intune, conditional access MS Windows 10 and 11, MS Office 365 components, AD, group policies,
solutions for MS Defender ATP, encryption, device control, internet browsers, MDM solutions

Design, configuration, deployment, operations, and improvement of virtualized computing environment using Citrix;

Administration of MS Teams

Automate tasks as needed

Act as a technical escalation point for the Service desk when required. Escalate incidents and problems to vendors, coordinate and follow up until a successful resolution is reached