System Administrator - End user & Desktop Support

Job Description

Role:
System Administrator End user & Desktop Support

Experience Range: 5+ years

Location:

Calgary

Role Description

Device & Asset Management:

Receive new desktop orders and provide MACI (Move | Allocate | Change and Install) services Site Inventory management and maintenance Assist Stock Room management activities (Allocations | Disposals | leavers | Ticket Mgmt. etc.) Provide support for asset disposal services Ability to move PCs on the floor physically and to the desks

Mobility & Endpoint Support:

Enterprise Mobility (Asset Mgmt. | compliance activities | Ticket Mgmt. etc.) Exposure on mobility Support New Corporate mobile initial setup | Other mobile issues (Supported by Shell) Excellent hands‑on experience in installation and troubleshooting desktop | smart card installations Handle User account issues | responsible to provide Remote Access Setup support | responsible for JML setup and process knowledge Good knowledge and implementation skill on Enterprise desktop security and end point protection and management

Technical Application Support:

Excellent experience in installation and troubleshooting MS Office | Adobe Acrobat | MS Internet Explorer and other standard desktop applications Very good hands‑on experience on Service management tools

Service Management & Ticketing:

SNOW requests advise for PC accessories to Users Creation | administration and resolution of SNOW call incident tickets Mailbox Management

Vendor & Team Coordination:

Co‑ordination with vendor | Co‑ordinate with offshore and onsite tech support team Coordination with Vendor related stakeholders Co‑ordination with the other support groups and Domains Escalate and Coordinate with remote support team at offshore to get the user issues resolved

Meetings, Reporting & Documentation:

Attend weekly / monthly review meetings with onsite and offshore team Generate and provide weekly / monthly activity and other reports Participate in informal team meetings | client meetings | internal Operations meetings and Quality review meetings Report the status to the higher management Documentation on knowledge articles

Compliance, Policies & Continuous Learning:

Attend regular trainings and learn new technologies as required and conducted by the employer Adhere to policies of the Employer (Ex. Timesheet, Mandatory trainings etc.) Ensure that the policies and procedures set by TCS are adhered to Implement the corrective preventive action identified Discuss management of risks in advance with the Domain Leads Escalating to higher management whenever required

Process Improvement &

Collaboration:

Identify and implement best practices | service improvements and transformation opportunities and share the same to global team Flexible to be cross skilled for different roles in OSS Extended support off Business hours if applicable Other duties may be assigned to meet business needs

Soft Skills & Interpersonal Requirements:

Excellent communication | data management and documentation skills are mandatory Ability to communicate with the end users and executives (If needed) Ability to work as a team member with good team spirit Good understanding about tiered infrastructure

Certifications (Preferred):

Exposure to ITIL delivery processes (ITIL foundation certificate will be an added advantage)

Requirements
Experience (Years): 4-6 Essential

Skills:

• Work with project teams throughout the organization to design, implement, and manage CDN infrastructure using Akamai, to ensure high availability, performance, and scalability for customer facing applications and business processes.
• Handle multiple priorities and assignments with excellence and precision.
• Be a part of a 24/7/365 organization (some after hours support is expected as part of normal on-call rotation).
• Directly support line of business development teams, provide guidance to them on implementation and changes for customer facing applications
• Develop and maintain security protocols and measures to protect CDN infrastructure from cyber threats.
• Monitor and analyze network performance, identifying and resolving issues to optimize content delivery of critical applications.
• Collaborate with…