Desktop/end User IT Support

COMPANY Sky Systems, Inc. (SkySys) is a services & solutions provider headquartered out of Research Triangle Park (RTP), North Carolina USA providing consulting services in various industries GLOBALLY. Founded in 2011, our aim is to leverage technology to help clients reach their goals. Our lean and agile organization provides experienced management team to make sure that projects are delivered on time, budget, and with the right area of expertise.

Desktop/End User IT Support
Peru (On-Site)
- Supplier shall act as a single point of contact for in scope local DDIT requests and escalation
- Supplier shall liaise with client and external suppliers for the mobile and telephony services
- Supplier shall be responsible for generating, validating purchase orders (POS) for fixed, mobile, internet and print services in Peru
- Supplier shall be responsible in coordination with client for required approvals and verifications of purchase order related to services described above
- Supplier shall review the local IT assets and work with dependent teams to ensure accurate asset inventory in local sites

**Main Responsibilities**:

- Build and deploy Win7 / Win10 machines with attention to deployment details to ensure a positive end user experience (EUX)
- Installation, monitoring and servicing of hardware, software and desktop peripherals
- Ability to troubleshoot incidents (hardware, software, and connectivity) down to resolution
- Support for remote users
- Schedule, build, deploy, recover PC assets in accordance with global Client guidelines and meet scheduled appointments for asset recovery following the Pharma Kroll process and eWaste processes.
- Inventory control and asset management

**Key responsibilities**:

- Supports, manages, optimizes and maintains the configuration and installation of the Desktop, to include, among others, patch updates, hardware replacements, with spare parts.
- Manage and maintain relevant SOPs and other documentation, for example, knowledge base articles.
- Develop and maintain service operations manual documentation. Develop and maintain work instructions for completing operational checklists and work orders.
- Analyze customer service calls for desktops and incident data to identify and advise Client of any potential user automation and training requirements and to drive continual service improvements.
- Experience working in a collaborative and team-oriented environment with a strong customer service orientation.
- Self-motivated and directed, with the ability to prioritize and execute tasks effectively in a high-pressure environment.
- Some asset management responsibilities.
- Track equipment logistics, transferring equipment between warehouses (both physically and logically) with attention to detail. Follow pharmaceutical litigation processes to ensure all equipment is properly quarantined.
- Provide guidance to clients and support ongoing projects in collaboration with other NBS IT organizations. Interact and collaborate with other teams to solve problems.
- Clean and prepare all hardware for reuse, including running diagnostics and submitting OEM tickets for repair.
- Good oral and written communication skills with clients and management, as well as people skills.
- Other ad hoc activities and reports as required

**Technical skills**:

- Strong Windows knowledge (version 10 preferred)
- Full suite of Microsoft Office and operating systems: Win7 and Win10. Word, Excel, Skype, Outlook Calendar, programming and SharePoint
- Hands-on experience in solving hardware problems
- Ability to read and understand technical manuals, how-to documentation and OEM guides
- Knowledge of Active Directory for computer configuration, for example, WebSM
- Good knowledge of Skype, VPN and compatibility with mobile devices
- Knowledge of IMAC, SLA and asset management, ITIL
- General understanding of the DNS, proxy servers, and firewall network infrastructure.
- Basic knowledge of LAN / WAN concepts and configurations
- Knowledge of software distribution, patching, and imaging technologies is desirable

**Preferred qualifications**:

- Associate Degree in an information technology-related field

Tipo de puesto: Tiempo completo

Puede trasladarse/mudarse:

- San Isidro, Lima: Trasladarse al trabajo sin problemas o planear mudarse antes de comenzar a trabajar (Obligatorio)

Educación:

- Posgrado trunco o en curso (Deseable)

Experiência:

- repair of personal computers in a network environment: 1 año (Deseable)

Idioma:

- Ingles Basico (Obligatorio)