Manage user accounts across applications running on various platforms (e.g. Windows, Active Directory, Exchange)
Create and administer LAN accounts, Global Groups, email accounts for new users
Create and administer various shared resources (e.g. distribution lists, directories, shared email accounts, shared calendars and conference rooms)
Standardize network resources as per client requirements and grant permissions on them
Set up servers as per the client standards and grant permissions on them
Ensure that customers have the appropriate access to the tools necessary to support their business in an efficient way
Perform a role of a System Administrator for the User Account Maintenance and Incident Management Systems including general housekeeping
Perform development and maintenance of Knowledge Base for the User Account Maintenance Procedures
requirements-expected :
Soft Skills:
Good communication and conversation skills (both verbal and written)
Fluent German and English, any other European language nice to have
Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
Ability to ensure high level of customer satisfaction and acceptance
Personal dedication to providing high quality service. Ability to finish what is started is a must
Desire to reinforce HCL’s values and methodology
Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared
Ability to acquire new information quickly and the willingness to do so at all times
Technical Requirements:
Working knowledge of applications running across multiple platforms (e.g. Windows, Exchange)
Understanding of ITIL processes
Experience in UNIX/Mac environment
Working knowledge of ticketing system for incident management
Ability to define processes and implement them as per need
Ability to conduct Root Cause Analysis
Ability to successfully provide hardware/software/network problem diagnosis/resolution via telephone
Familiarity with the process of creating user accounts for Active Directory, Exchange mailboxes, distribution lists
Knowledge of VPN and remote dial-in users
Knowledge of Active Directory, Exchange 2003/2007, Windows operating systems (servers: Windows 2000, Windows 2003, Windows 2008; clients: Windows7, Windows Vista, Windows XP, Windows 2000), Mac OS, OS X
Knowledge of ITSM ticketing tools (e.g. Remedy, HP Service Center, Peregrine Service Center, SNOW)
Years of Experience:
Total: 3-4 years of higher education (B.Sc. or diploma)
Relevant: 2-3+ years of help desk/desk side, customer service, and support experience; experience with solving hardware related problems
Certification Requirements:
MCP/MCSE/MCSA preferred
ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred
offered :
Life insurance
Private healthcare
MultiSport Card
Clear career path in a growing multinational organization
