Job Description

Role Purpose

The purpose of the role is to design, program, simulate and test the automation product or process to achieve the efficiency and effectiveness required.

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Knowledge, Skills and Abilities:

• BA/BS Degree (or equivalent) with at least 5 years of work experience

• Ability to build effective relationships at all levels of the organization and maintain a high level of customer service at all times

• Proven successful troubleshooting background, e.g. service desk, field/desktop support

• Detective-like curiosity regarding systemic problems in the digital enterprise

• Proven ability to identify issues, seek resolutions, and advocate for process improvements

• Technical documentation and presentation experience required

• Ability to conduct meetings, document actions and follow up with all parties involved

• Excellent written/verbal communication, organization, presentation, and project management skills

• Experience delivering solutions to large enterprises (Fortune 500, FTSE 100 etc.)

• Ability to troubleshoot & analyse software

• Ability to demonstrate (through the use of analytics) value to the support team and/or client

• Willingness to learn and adapt in a fast-paced environment

• Ability to work individually and within a highly collaborative team setting

• Previous experience with enterprise level top-tier technical support desirable

• Previous experience with Systems Integrators desirable

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Technical Skills and Knowledge:

• Professional certifications in technology like Microsoft, Citrix, and VMware such as MCP, MCSE, MCT, CCA, CCEA, VCP, VCAP, and VCI desirable

• Experience of transformational outsourcing and understanding of the principles and challenges involved Broad understanding of ICT technologies covering many of the following:

• Desktop technologies and solutions

• Windows Server Technologies

• Virtualization Technologies and Techniques such as server-based computing and desktop virtualization.

• End user support tools/techniques

• Understanding of relational databases is a plus, SQL query language and scripting, Microsoft SQL Server, and other related Microsoft Business Intelligence technologies (Reporting Services, Integration Services, Analysis Services)

• SQL query skills are familiarity is desirable

• Scripting and PowerShell familiarity is desirable

Personal Attributes

• Act with integrity

• Articulate

• Active listener

• Attention to detail

• Team player

• Persuasiveness

• Problem solving

• Technical curiosity