Problem Manager Jobs in Columbus, OH (NOW HIRING)

Company Description

TekWissen is a global management consulting, technological service and outsourcing company delivering technology-driven business solutions to meet the strategically driven objectives for our numerous clients.

Job Description

PURPOSE OF THE JOB

Provide specialized hardware / software / network problem diagnosis / resolution for customer's end users (specialized Office Support / Blackberry / VPN)

Route problems to onsite hands and feet support staff. 

Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. 

Administer and provide User Access and Exit controls. 

Experience in Administration of Macintosh base environment

Experience in supporting production environment comprising of MAC machines.

Good hands on experience on MAC OSX Snow Leopard, OS Lion, Mountain Lion & Mavericks

In depth knowledge of Apple Mac client and server operating systems.

Client Management tools such as Apple Remote Desktop, Deploy Studio, Package maker, FileWave & Casper would be a plus

Open / Active Directory integration

Scripting, programming and other languages (Python, Ruby, C, C++, Objective C) would be a plus

Basic knowledge of Windows based systems Experience Required

Excellent interpersonal skills with the ability to influence both I.T. and the business

Exposure/ Troubleshooting knowledge to most common Macintosh applications like Adobe apps, Quark Xpress, MS Office and Final Cut Pro (FCP) would be added advantage.   

Mass upgrades and patch management of Mac OS and Software

Product installation and application patches deployment

Administration and maintenance of existing packages         

2. PRINCIPAL ACCOUNTABILITIES 

Work closely with onsite support staff to obtain technical knowledge and to permanently solve chronic problems. 

Training: Be willing to impart on the job and commercial training designed to enhance skills and support capabilities. 

3. KNOWLEDGE, SKILLS & EXPERIENCE 

3-4 yrs of University education post High school (B.Sc. or Diploma) 

1-2 yrs diploma in Information Technology. Preferred MCP/MSCE/MSCA or HDI CSS. 

3-5 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks. 

Phone support experience necessary. 

Technical helpdesk or technical call center experience is necessary. 

Disciplined, systematic problem solving skills required. 

Hands-on work experience with the following: 

o Windows Operating systems 

o Clients: Windows XP, Windows 2000, Windows 98 

o Servers: Windows 2000, Windows 2003 

o Remote desktop connectivity applications: RDP, pcAnywhere

o MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange

o Internet browsers (e.g. Explorer, Netscape, Firefox)

o VPN and remote dial-in users 

o Support for laptop, desktops, and printers 

o PDA and blackberry support 

o Others: Adobe Acrobat and other common desktop applications

Experience in SME support in specialized desks like Blackberry, VPN, MS Office etc. 

Management and System Administration of MAC workstation and Server

Problem Management & Escalations

Analysis on performance

Change Management activities

Should have excellent troubleshooting abilities - to reduce the overall incident resolution time

Back-up and Recovery Services

Upgrades and Patch management

Vendor Management

BCP/DR Implementation and Support

Root cause analysis and preparing Major Incident Reports

Installations, moves, adds, and changes (IMACs)

Engineering of SA-related solutions for project and operational needs

Should be able to work in an on-site/off-shore model - ensuring seamless communication with the offshore team to achieve service Levels

Able to work well with little direction and in a team atmosphere

Ability to manage multiple projects each with critical deadlines simultaneously 

Research and recommend innovative, and where possible automated approaches for system administration tasks

Ensure maximum um availability of Infrastructure by providing a quick turnaround of resolution times

4. DIMENSIONS 

Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must. 

Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared. 

Ability to learn new information quickly and the willingness to do so at all times. 

Ability to work flexible hours from time to time to cover for other help desk staff 

5. COMPETENCIES 

Customer Focus 

Teamwork 

Technical Expertise 

Interpersonal Effectiveness 

Concern for Order and Quality 

6. KEY BUSINESS CHALLENGES 

Meet or exceed current client and team SLA 

Keep up-to-date on new technologies and end customer technologies 

Keep customer satisfaction high 

Reduce user downtime 

Analyze chronic problem

Additional Information

Thanks & Regards,

--------------------------

Chris Zion

734-274-2717

chris at tekwissen dot com