SME - MS Windows 2000

Job Summary

End-User Support & Incident Management Provide onsite technical support for desktops, laptops, mobile devices, printers, and peripherals International FSO | Word Diagnose and resolve hardware, software, OS, and network issues International FSO | Word Respond to and resolve incidents within defined SLAs (Service Levels) International FSO | Word Handle walk-up support / VIP user support 2. Installation & Configuration Install, configure, and maintain EUC hardware and software International FSO | Word Perform patching, upgrades, and system updates International FSO | Word Support applications such as Microsoft Office, email, collaboration tools International FSO | Word 3. Asset & Lifecycle Management Manage asset lifecycle (deployment, refresh, disposal, redeployment) Immediate...udson- USA | Outlook Coordinate hardware refresh, warranty repairs, and replacements Immediate...udson- USA | Outlook Maintain inventory, spare parts, and asset tracking Immediate...udson- USA | Outlook 4. Troubleshooting & Field Operations Provide remote + onsite troubleshooting for multi-platform environments (Windows, macOS, mobile) Immediate...udson- USA | Outlook Support VDI / desktop virtualization (L1/L2) Immediate...udson- USA | Outlook Coordinate with vendors and IT teams for escalations International FSO | Word 5. Service Delivery & Reporting Create and maintain documentation and knowledge base articles International FSO | Word Provide weekly reports, ticket updates, and service insights Immediate...udson- USA | Outlook Identify opportunities for service improvements and automation International FSO | Word 🧠 Skills & Technical Expertise Strong knowledge of: Windows / macOS OS troubleshooting Active Directory & Group Policy International FSO | Word Endpoint security tools Understanding of: VDI (Citrix / VMware / AVD) International FSO | Word Hands-on experience in: Hardware support, imaging, software deployment Soft skills: Customer handling & communication Problem-solving and SLA adherence

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents By Analyzing Issues In Ms Windows 2000 Administration, Aligning With Sla Requirements To Enhance Operational Efficiency.

2. Mentor Team Members And Administrators By Conducting Training Sessions, Preparing Standard Operating Procedures (Sops), And Maintaining Accurate Documentation Within Ms Windows 2000 Environments, Fostering A Culture Of Knowledge Sharing.

3. Validate Change Order Implementation Plans And Assess Human Error Compliance, Contributing To Capacity Planning Efforts Through Detailed Analysis Of Operational Needs In Ms Windows 2000 Administration.

4. Actively Participate In Customer Meetings To Gather Feedback And Understand Issues, Ensuring Positive Customer Experiences Through Effective Communication And Problem Resolution Strategies.

5. Validate And Present Analyses Such As Root Cause And Trend Analyses To Key Business Stakeholders, Leveraging Insights To Improve Operational Performance In Ms Windows 2000 Administration Tasks.

Skill Requirements

Skills & Technical Expertise Strong knowledge of: Windows / macOS OS troubleshooting Active Directory & Group Policy International FSO | Word Endpoint security tools Understanding of: VDI (Citrix / VMware / AVD) International FSO | Word Hands-on experience in: Hardware support, imaging, software deployment Soft skills: Customer handling & communication Problem-solving and SLA adherence

Other Requirements

Qualifications Bachelor’s degree in IT / Computer Science (or equivalent) International FSO | Word Experience in EUC / Desktop Support / Field Services Certifications (preferred): ITIL, Microsoft, Endpoint management 📊 Typical Environment (Based on your context) Onsite role (client location: e.g., London / South Africa / plant sites) Works closely with: Service Desk Infrastructure teams Vendors Handles: BAU + project (migration, refresh, rollout activities) 🚀 Value of FSO in Managed Services Improves end-user experience (EUC satisfaction) Enables faster resolution vs. remote-only support Supports VIP / critical operations onsite Acts as a key enabler for digital workplace transformation