This role is responsible and accountable for all IT End User Computing (EUC) activities and facilities – ensuring optimal and cost-effective IT tools and education are provided to promote business productivity.
Responsible for ensuring that the End User Computing team and associated 3rd parties are meeting and exceeding the expectations in regards to performance against SLA’s and KPI’s.
Responsible for continuous review of the EUC service offerings, seeking to improve and increase user satisfaction and deliver an excellent user experience.
Management of the EUC hardware and software estate, ensuring compliance, governance, version control, and clarity of purpose and use.
Join the dynamic IT team to build the world class solutions using innovative diamond grading technology.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Be part of the Technology Infrastructure & Operations management Team, providing End User
Computing expertise, effective leadership and driving continual improvement to achieve and exceed both KPI and goals - Define, develop and maintain EUC Services and capabilities in conjunction and alignment with the other Technology Services functions.
- Lead the EUC team creating vision, setting and communicating direction and bringing clarity to ensure they are equipped to deliver and develop.
- Governance on Service Desk email, phone and ticketing system for incoming requests for assistance from users and works with on-site IT support personnel to identify relevant problem details & provide timely resolution thereby avoiding impact to LAB Operations.
- Proactively assign, manage and prioritize relevant support tickets on the ticketing queue using Service Now.
- Extensive experience of managing client queries and problems.
- Maintain and monitor GIA’s global network of servers, telecom, network, security and computer systems to meet the current and future requirements.
- Integral participant in our Annual Disaster Recovery testing and BCP planning.
- Hands-on approach with ability to deliver to commitments.
TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities):
- Ability to take ownership and become subject matter expert in various parts of the system.
- Ability to work in a flexible schedule including weekends and evenings.
- Ability to read and analyze systems logs to escalate to the relevant testing and development teams.
- Good problem solving skills to provide root cause analysis of problems and workarounds.
- Excellent planning and analytical skills.
- Strong communications skills with a demonstrable ability to interact and influence at all levels within the organization.
- Conduct onsite/remote deployment of new servers (Physical / Virtual), network firewall, user PCs.
- Support system deployment during migration, releases and upgrades for production services.
- Good working knowledge of Network elements related to the web such as web proxies, https, etc.
- Strong customer service focus with a desire to deliver a high quality service.
- Ability to maintain and foster sensitivity and respect for a culturally diverse work environment.
- Ability to display supportive behavior and communicate positively regarding department goals and
objectives. - Ability to deal effectively with a variety of personalities to establish and maintain effective working
relationships. - Excellent documentation skills.
- Strong grammar, written and verbal communication skills.
- Willingness and ability to travel domestically if needed.
EDUCATION AND EXPERIENCE:
- Bachelors in a computing degree or engineering degree or equivalent.
- Minimum 5 years of hands on experience in System Administration & End User Computing support role.
- Minimum 3 years of hands on experience in VMware & HCI (Nutanix) environment.
- Very good knowledge and skills on latest cloud technology trends, multi-tenant and private cloud.
- Knowledgeable of AWS Cloud Computing environment.
- Excellent knowledge and hands on experience in data center environment & its components.
- Expertise in ITIL processes and industry best practice in service request and fulfilment
- Expertise in End User Computing technologies including, but not limited to, Microsoft SCCM, Windows,
Office, Outlook, email, browsers, networking, file sharing. - Extensive experience of managing client queries and problems.
Interview Process
HR Round
Zoom/Google Meet Technical Round
In-Person Hiring Manager Round
This position is based out of 100% Office work mode (No Remote)
