Effectively manage individual Incidents and Requests queue.Successfully build, Image and/or wipe devices for new starters, replacements, pool stock and Disposals.Support on Escalations from Service Desk (2nd Line).Provides Support for Enterprise Applications ( o365 , ServiceNow, Line-of Business Apps). Ensure client specific Service Level Agreements are met and incident and request tickets are updated accordingly within the ticketing system.Provides Hardware Support on Various Operating Systems (Windows, MAC OS, IOS, Android, Linux).Possesses other, high skilled, specialised technical skills gained through experience.Understand and follow Asset Management best practices.Provides Software Support on Various Operating Systems (Windows, MAC OS, IOS, Android, Linux).Performs installs, moves, adds and changes, as required.Tests and certifies client hardware including PCs and Phones.Provides follow-up on problems or escalations.Maintains a high degree of professionalism in actions, demeanour and dress code.Ensures customer satisfaction throughout the service delivery transaction.Perform IMAC functions and exposure to project management.May have project management responsibilities for smaller projects.May function as team or site leader providing direction to other technicians.You will be successful in this role if you have: Excellent analytical and problem-solving skills to correctly diagnose and fix problems.Active directory/exchange server and operating systems knowledge.Strong interpersonal and communication skills and ability to work with cross-functional teams, customers, and external vendors.Specific manufacturer certification as required, i.e., Dell, Microsoft, Apple, COMPTIA certifications - must have current product training.Understanding of MSP service delivery requirements.Advanced degree of knowledge of hardware and software including Microsoft/Linux/IOS/Android operating systems and advanced troubleshooting capabilities on software and hardware problems.Using mechanical capability and an understanding of ESD procedures.Any JAMF certification advantageous.Modern Workplace (MD-100 / MD-101) certification advantageous. Client and/or governmental clearance may be required Microsoft Server Certified Professional Certification and/or CCNA Certification is an added advantage.Police or criminal background verification may be required.#LI-US1
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This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at ****** or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys' EEO commitment here .
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