Country Head and Regional Head for Field Services IT Support / Desktop Support

Contract to hire or FULLTIME

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send resumes to jobs [at] cynetsystems.com

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Location: NY

Primary responsibilities are :

• Field IT Support and Deskside Support Management
• Customer Relationship Management
• Vendor Relationship Management
• SLA Management including Incident, problem, Configuration, Service request etc.
• Daily review with the Desk side support team
• Periodic reviews with Customer and Vendors
• MIS and Reporting

• Need to have thorough knowledge and get the below tasks carried out by Full Time or Dispatch Engineers at various locations in the region :
• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops
• Providing 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
• Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
• Taking ownership of issues through to resolution on all appropriate requests.
• Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
• Move equipment associated with escalated help desk incidents and service requests
• Performing asset inventory activities as needed.
• Trains and orients staff on use of hardware and software.
• Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.
• Works with procurement staff to purchase hardware and software.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

Technical Skills:  

• Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.
• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office
• Effective communication in English and local languages is mandatory
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Business Skills:  

• Management of the Region / Country
• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
• To work through issues analytically to a successful conclusion
• An individual with a minimum of 5 year’s supervisory experience

Minimum Qualification – Engineering

• Experience – 15+ years’ experience, with at least 10+ years on supervisory role.
• Ideal candidate would be expected to have a good understanding of IT Infrastructure, Contract and Vendor Management.
• ITIL professional will be preferred
• Candidate should have good understanding of Desk side (Desktops, laptops / Notebooks and Printers) Management, maintenance, deployment and vendor management.
• Collaboration experience including remote control of PCs and video conferencing knowledge
• Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)
• Strong Microsoft Office skills (Outlook, Word, and Excel)
• Thorough understanding of Outlook's calendaring tool
• Understanding of Exchange functional accounts and how they are used within Microsoft technologies
• Strong customer service skills
• Must be detail oriented and self-motivating
• Should have very strong written and oral communication skills
• Flexibility with respect to time – client deliverables need to be met with a Can do attitude
• Excellent problem solving / quantitative/ analytical skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Must be detail oriented and self-motivating
• Location of work will be the client offices in the respective geography / location.
• Flexibility in relocation based on job requirements will be desired.