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Remote Desktop Technician

Req #: 170124255
Location: Buenos Aires, C, AR
Job Category: Technology
Job Description:
Global Technology Infrastructure (GTI) is a worldwide organization charged with delivering technology infrastructure - end user, compute, data, transport, instrumentation and facilities - to all lines of business in all regions of the world. It operates 24 hours a day, seven days a week and partners with technology teams in support of the firm’s businesses.  GTI works with our Line of Business partners to develop standardized, resilient operating environments and implement a global technology strategy for the firm's 200,000+ workstations and 40,000+ remote access users. We oversee important tasks, including: incident management, user management, security access and controls, work order management, media management, application and business data recovery, and disaster recovery.
 
Within the GTI organization, the Client Operations Desktop Support team is responsible for the overall operations of client support services delivering effective and efficient support, owning and resolving the majority of operational issues and reducing escalations to other teams and working towards overall volume reduction.
 
General Responsibilities:
  • Work with global peers and technicians to ensure a smooth running of the daily process. Have a good knowledge of all applications that are required for support.
  • Maintain technical knowledge to keep up with rapid changes in technology.
  • Take a proactive approach to client’s requirements and identify recurring problems.
  • Working knowledge of ticketing systems and advantage.
  • Adhere to current policies and procedures.
  • Meet and exceed metric requirements.
  • Proactively monitor owned ticket volumes and maintain best practice.
Preferred Skills:
 
- 1-4+ years of Desktop Support experience within a busy, high volume call environment
- Minimum of 1-3 years’ experience on VDI platforms a plus - Windows XP / 7 platform support skills (preferably to MCP level)
- Extensive experience supporting Microsoft Active Directory (group memberships, shared drives access, policies, etc.) and Microsoft desktop applications.
- Novell/Netware administration tools knowledge
- MS Office 2007 / 2010 suite knowledge
- Internet browsers (IE, Firefox and Safari)
- Ability to work unsupervised and prioritize workloads
- Thorough understanding of network connectivity and latency impact
- Proven track record in a desktop technical support environment
- Strong communication skills; Excellent English (Written and spoken)
- Excellent inter-personal and liaison skills
- Comfortable in dealing with clients over the phone and 1 to 1, especially in critical situations
- Clear and precise requests updated and feedback passed to team
- Strong customer service and problem resolution skills, oriented on client requirements
- PDA implementation and troubleshooting
- Experience performing remote support
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