Company Description
We are SGS the world's leading testing, inspection and certification company. We are recognized as the global benchmark for quality and integrity. Our 93,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world.
Job Description
Primary Responsibilities
Semi-front-end group, composed of technical skilled people, attending on-line and off-line transfers from Level 1 Support
Provide remote support for incidents and requests in support of the distributed end user devices (desktops, laptops, mobiles, and laboratory equipment)
Able to spend more time than Level 1, and use additional support tools (e.g. Active Directory Admin Tools, Exchange Admin Center) or have administrator access privileges and apply specific technical knowledge to increase resolution rate (depending on which areas and capabilities granted)
With remote administration access to end user workstation granted.
Core Incident, Major Incident, Service Request, Problem Management and Knowledge practices involved.
Specific Responsibilities
Software Maintenance and Support. Remote support of SGS standard software for end users and devices, including installation, testing and maintenance.
Provide remote support (taking remote control of end user device when possible) for incidents and/or requests that cannot be resolved by Level 1
Provide operations and technical support for new software that is deployed throughout automated software distribution tool (subject to change management procedures)
In the event Software must be replaced to conduct a repair, restore the end user environment to the previous state including configuration and data
Support for installation of different Add Ins and upgradation of SGS standard software packages
Remote IMACs (Installs, Moves, Adds & Changes). Installation of / or modifications to software included in SGS end user desktop/laptop Base Image and standard SGS software for end users and devices.
Provide remote support (taking remote control of end user device when possible) for IMACs requests that cannot be resolved by Level 1
Uninstall and reinstall any existing software or other related services as necessary to execute the IMAC
Install Software including new Software or upgrades using software distribution tools
Set-up security settings, file access and other administrative procedures required for the IMAC
Update the Asset Inventory within CMDB when Hardware or Software changes are implemented (when necessary)
Device Configuration Support. Remote support of SGS standard device configurations for end users and devices, including the OS, user profiles/settings, printer and scanner drivers, and laboratory equipment
Resolve Desktop related Security Incident. Identify and remove security threats from end user devices including providing remote support for virus and malware incidents and security alerts generated from Security Event and Incident Management (SEIM) tools that cannot be resolved by Level 1
Device Performance Improvements. Remote troubleshooting and improvements in end user devices performance
Provide specialized functional support at application level for Global Business Applications addressing on-line and off-line incidents and requests from Level 1
Participate on-line in incident resolution and diagnosis of incidents and, if necessary, collaborate with Business Applications owners and Application Support Teams.
Responsible for maintaining and increasing the resolution capability of Application Support tickets by Level 1
Ensure knowledge and specialization are effectively transferred to Level 1 (e.g., periodic knowledge transfer sessions, ticket solutions, KDB documentations, )
Act as interface with Business Application owners to maintain and increase the resolution capability. Manage periodic meetings with Business Application Owners for reviewing documentation, follow-up application changes and releases, outages, known errors and solutions of escalated tickets
ITSM tool KDB, self-service solutions and FAQs for Business Applications in-scope updating
Execute ongoing effort to improve first level resolution by analyzing improvement areas and proposing improvement actions to Level 1
Provide extended tasks and administration activities (operation, support and maintenance) related to second level incident resolution covering functional and technical incidents escalated from Level 1:
Active Directory (AD) User and Group Management
Email Recipient and Distribution Group Management
Shared Mailbox Management
SharePoint Permission Management
Multi Factor Authentication (MFA) Reset request fulfillment.
Microsoft Bitlocker Administration and Monitoring
Account and Permission Management for Local Business Applications
Complies with relevant Management Systems
Complies with the QHSE policies including but not limited to:
Demonstrates strong commitment to SGS QHSE Policies, Procedures, and Work Instructions by participating in safety meetings, completing required training, intervening in unsafe situations, refusing unsafe work, and complying fully with all applicable laws and regulations related to QHSE.
Responds appropriately to emergency situations and assists other staff members in maintaining readiness to respond to emergencies within the workplace.
In accordance with the SGS QHSE Management System requirements, disposes of, or directs the disposal of, waste generated as a part of daily work performed in a safe manner and in compliance with all waste transportation and disposal regulations and requirements.
Reports all incidents (actual incidents and near misses) in accordance with the SGS Incident Reporting requirements.
Uses all equipment (including safety equipment) in the manner intended and reports any damaged / lost equipment to supervisor.
Maintain a safe and tidy worksite.
Maintains awareness of hazards and proposes controls to supervisor, QHSE Representatives or relevant client / site contact.
Actively participates in incident investigations and risk assessments as deemed necessary by SGS management.
Qualifications
Profile
Bachelor degree or equivalent in engineering or information technology/service management courses
Previous work experience in handling 2nd level technical support role
Experience with incident and request management
Exposure to multi-cultural environments.
Microsoft Certified Engineer is preferred
Required Skills
Experience/Technical Knowledge
In-depth knowledge of desktop hardware, printers, scanners, and networking systems
Solid understanding of desktop operating systems, services, and applications
Strong knowledge in supporting iOS and Android phones, installation and configuration of SGS mobile applications.
Solid work experience in creation and removal of AD accounts, granting of permission via AD, enabling and unlocking of AD accounts, AD password resets, etc.
Knowledgeable in Email recipient and distribution group management
Knowledgeable with MFA and Bitlocker
Knowledgeable with Sharepoint permission management
Knowledge of remote access systems such as Anydesk and TeamViewer.
Ability to troubleshoot complex software and hardware issues.
Excellent communication skills.
Critical thinker and problem solver.
Good interpersonal and customer service skills.
Ability to work in a Team both local and remote
Language
Fluent English
