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