Beschreibung
L3 Support Engineer
Detailed Requirement:
Having extensive IT experience with Incident, Problem and Change Management Role. Thorough knowledge & understanding of ITIL Framework. Project & Operations Management exposure with collaboration of Resolver Groups. Intermediate level understanding for MS Windows OS (XP, Win7, Win8, Win2008R2) 32 vs 64bit architectures, iOS & Mac OS. Troubleshooting of issues related to MFPs (Multi Functional Printers) including extended functionality like Scan2Mail, Scan2Fax, Scan2Folder, Scan2Workflow) & Tablet and Mobile devices. Knowledge of Remote Desktop Tools, Internet Explorer 9/10, Firefox, Lync 2013, Adobe Acrobat, NitroPDF, Microsoft Office Suite & Active Directory - AD Group Policy. Maintaining responsibility for activities associated with the identification, prioritization & resolution of reported problems. Ensuring that all phases of L2/L3 support are properly coordinated, monitored, logged, tracked and resolved in an effective and efficient manner. Skills on Priority (Rating):
Strong Project Management skills and proven ability to manage own workload is dispersed geographies. ITSM Toolsets - ServiceNow, Remedy, Peregrine etc. Intermediate skills with MS Windows OS (XP, Win7, Win8, Win2008R2) 32 vs 64bit architectures, iOS & Mac OS Install and configuring Multi Functional Printers including extended functionality like Scan2Mail, Scan2Fax, Scan2Folder, Scan2Workflow) & Tablet and Mobile devices. Excellent working knowledge of management disciplines and processes System Integration or tools implementation and rollout experience Analytical thinking, being able to structure complex issues SLA & OLA management experience Governance Processes Knowledge Management, Documentation & Presentation Skills