IT Engineer
Bain & Company
Total des années d'expérience :16 years, 2 Mois
• Demonstrate the advanced skills and capabilities required to be the primary contact for IT related problems and issues reported by our customers.
• Proactively follow up on emerging trends in the ticketing system, reporting any identified issues to the regional and global support teams
• Demonstrates high level troubleshooting and problem resolution skills that are required to address hardware and software problems on computer systems and other supported hardware (mobile devices, phones, voicemail, projectors, etc.).
• Perform consistent follow-up with users to ensure complete resolution and user satisfaction.
• Maintain accurate inventory database, repair log, and activity log.
• Review the patterns and trends in the problems reported and discovered to increase the quality and speed of IT’s response to these issues.
• Provide consistent contributions to the IT knowledge base resident in the HD+ ticketing system.
• Demonstrate the ability or experience in proactively identify and complete TSG projects that add value to the department and/or our customers.
• Understand and enforce Bain guidelines and policies to ensure data integrity, system reliability, and data security while providing essential flexibility to end users.
• Proficient with the Bain image and PC configuration and testing process to build and deploy notebook and desktop computers.
• Provide support for the varied Audio-Visual equipment in your local office and in the other offices across the local region (Projectors, Videoconference Units, etc.).
• Proficient in the use of Active Directory and other Bain tools to create and manage user accounts and set permissions.
• Contribute to the development of best practices in the IT environment through experience sharing across the IT staff in the other offices across the region and globally.
• Be an informal resource for all technical issues, questions, and comments that customers need clarification with. This includes work-related and non-work-related topics such as setting up home networks, discussing current events in technology, and other technology-related issues that our customers commonly encounter
• Monitor backups and periodically test restoring backed-up data.
• Monitor and order supplies and equipment as needed.
• Provide network and customer support at offsite events.
• Capable to coordinate off-site repairs with external vendors.
• Maintain and negotiate relationship and pricing with local third party vendors
• Participate in Global projects on a requested and volunteer basis.
• Work with other IT staff members on local regional and global teams to test new applications as well as system hardware and software upgrades.
• Diagnose hardware and software problems, and replace defective components.
• Perform data backups and disaster recovery operations.
• Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.
• Plan, coordinate, and implement security measures in order to protect data, software, and hardware.
• Operate master consoles in order to monitor the performance of computer systems and networks, and to coordinate computer network access and use.
• Key person responsible for liaising with Internet Service Provider/Account manager for issues arising regarding Internet Lines and mobile connections for various staff, Offices, Stores and Board members.
• Design, configure, and test computer hardware, networking software and operating system software.
• Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes.
• Confer with network users about how to solve existing system problems.
• Monitor network performance in order to determine whether adjustments need to be made, and to determine where changes will need to be made in the future.
• Maintain and manage Exchange server
• Load computer tapes and disks, and install software and printer paper or forms.
• Gather data pertaining to customer needs, and use the information to identify, predict, interpret, and evaluate system and network requirements.
• Analyze equipment performance records in order to determine the need for repair or replacement.
• Maintain logs related to network functions, as well as maintenance and repair records.
• Research new technology, and implement it or recommend its implementation.
• Maintain an inventory of parts for emergency repairs.
• Coordinate with vendors and with company personnel in order to facilitate purchases.
PRINCIPAL ACCOUNTABILITIES
(i) Ensure users adherence to companies IT policies.
(ii) Installation, configuration and technical support of Desktops & Business Applications (problem detection, notification and resolution)
(iii) Execute and manage Backups, retention schedule and vaulting of data.
(iv) Administration of Network Security.
(v) Coordinate projects with other branches, provide technical support for both LAN/WAN and internet .
(vi) Documentation of all I.T. activities as per Group Policies.
(vii) Exchange and mail server administration and Black berry Enterprise server.