SM20201016: Desktop Team Lead (Remote) - ERP21 Pte Ltd | New Day Jobs (Yangon, Myanmar)

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ERP21 Pte Ltd
Remote (Asia Time Zone Permitted)

SM20201016: Desktop Team Lead (Remote)

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SM20201016: Desktop Team Lead (Remote)

ERP21 Pte Ltd
  • Remote (Asia Time Zone Permitted)
  • -
Salary : Login to view salary Apply from Source
Job Type : Contract
Education Requirement : Bachelor Degree
Skills :
Experience : 3 to 5 years
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Job Detail

Overview

The successful candidate must be able to handle resource management, creating/maintaining desktop related documentation, perform desktop related level 1 to level 2 troubleshooting including but not limited to Windows OS, Hardware & Office Applications, perform software/hardware installation, staging of desktop & project managing various desktop projects including but not limited to PC Refresh and In-Place Upgrade. He/she is expected to work closely with his/her team members to ensure all incidents & service requests are solved/completed within the Service Level Agreement. He/she must work closely with the Organisation operations manager to ensure customer satisfaction is maintained at a high level

Responsibilities

  • Troubleshoot & Resolve Desktop Based Incidents within Service Level Agreement
  • Fulfil Desktop Related Service Requests including but not limited to staging & deployment, software installation within Pre-defined Turnaround Time
  • Project Manage various Desktop Related Projects including but not limited to PC Refresh, In-Place Upgrade, Security Patching
  • Perform Root Cause Analysis (RCA) for OS related service problems as part of problem management
  • Liaise with support vendors for maintenance, support or issues resolution
  • Support Windows OS, office software, and other Desktop Related Software & Hardware
  • Assist Operations Manager in analysing & tracking Incident Trending, workarounds & preventative measures
  • Resource Management of Team Members including but not limited to Work Load distribution, tracking of leave, ensuring Team members maintain given Key Performance Indicators
  • Assist in developing and maintaining the Desktop Technical Documents
  • Review Desktop System Logs, SCCM Logs & Desktop Firewall Logs based on business requirements
  • Ensuring all Security Level Settings are implemented on all Desktop Systems
  • Assist Operations Manager to evaluate and review new technology, team member performance
  • Work with Operations Manager, team members & customers to achieve high level of customer satisfaction
  • Ensuring all work regarding are well documented and at least one (1) team member is always aware on any work/appointment in the event of his/her absence
  • Ensuring Operations Manager & customers are well informed on the contacts of the next covering engineer in the event of his/her absence

Requirements
  • Minimum 5 years of Level 2 or Level 3 EUCD Support experience with exposure in networking and system administration
  • Minimum 3 years of Team Leader experience with exposure of leading a team of at least three 3 members
  • Possess strong and proven experience in leading and managing escalation and implementing the best resolution to the incident
  • Possess excellent communication skills to demonstrate and present the solution to the Customer, and the solution will also be made available for future troubleshooting and analysis recorded in proper documentation
  • Possess at least one (1) of the following certification:
    • Microsoft Certified Solution Expert (MCSE) in one or more of the following: Desktop Infrastructure, Server Infrastructure, Communication or equivalent; or
    • CompTIA A+ 220-801/ 220-802, CompTIA PDI+ or equivalent
  • Able to work Standby, OT, Shift, weekends & Public Holidays when needed
  • Light Travelling between Customers Locations is expected
  • Possess strong and proven leadership, team & project management qualities
  • Physically fit as moving of Equipment is expected

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