Jafferjee Brothers Exports (Pvt) Ltd
This role is the primary interface for in-depth troubleshooting for all it vendor related issues in support of or escalating work to other groupsServes as the liaison with all stakeholders, maintains regular communication with all internal and client stakeholders and global support vendorsServes as tier 3 support for related issuesResponsible for working with end users (employees or subcontractors) to triage, escalate and track through to resolution, it related issues or requests.
Maintains overall responsibility for driving and delivering service desk performance metrics and enterprise efficiency
We have a tier 1 support vendor who is the first point of contact for all staff it issuesAny issues not resolved by this vendor or other support vendors will fall to this role for support or proper routing.
Serves as liaison with all stakeholders, maintains regular communication with all internal and client stakeholders
Liaises with all associated it support vendors globally
Ensures all helpdesk slas are met or exceeded
Provides advanced technical advice and guidance on installation, adaptation, configuration or enhancement of end-user software, hardware, and network
Performs incident resolution with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the most complex problems
Provides expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements
Provides user support issues and escalates systematic issues.
Provides expert and third tier technical support for the installation and repair of complex systems and outages
Provides global communications for outages and coordination for maintenance updates
Monitoring team performance and developing feedback reports for management
Makes recommendations to improve operational efficiency
Computational device purchasing and asset management/inventory control managed through existing tools.
Bachelor’s degree required
6-8 years of it system trouble shooting experience
Minimum of 3 years of direct helpdesk experience
Excellent verbal, interpersonal, customer service and written communication
Excellent customer service and motivational skills
Experience in the process of maintaining and improving quality of helpdesk function
Extensive experience supporting microsoft based platforms (windows 10, microsoft 365, office suite, azure active directory, intune, autopilot)
Extensive experience with dell hardware and related management enterprise support tools
Proficient in remote desktop services and active directory management
Significant experience in understanding vpn and lan/wan network troubleshooting
Understanding of internet security and data privacy principles and policies
Experience in preparing and updating instruction manuals and standard operating procedures (sops)
This position is remote due to covid-19, but you will be based in any of our wri offices worldwide once restrictions have lifted.
How to apply: please submit a resume with cover letterApplicants must apply through the wri careers portal to be considered.
World resources institute (wri) is an independent, nonprofit global research organization that turns big ideas into action at the nexus of environment, economic opportunity and human well-beingWe are working to address seven critical challenges that the world must overcome this decade in order to secure a sustainable future for people and the planet: climate change, energy, food, forests, water, sustainable cities, and the ocean.
We are passionateWe value our diversity of interests, skills and backgroundsWe have a flexible work environmentAnd we share a common goal to catalyze change that will improve the lives of peopleOur shared ideals are at the core of our approachThey include: integrity, innovation, urgency, independence and respect.
The foundation of our work is delivering high-quality research, data, maps and analysis to solve the world’s greatest environment and international development challenges, and improve people’s livesWe work with leaders in government, business and civil society to drive ambitious action and create change on the groundEqually important, we bring together partners to develop breakthrough ideas and scale-up solutions for far-reaching, enduring impact.
We have been growing rapidly: our staff has doubled in size over the past 5 years and our operating budget is now $150 millionFounded in 1982, wri has a global staff of 1,000+ people with work spanning 60 countriesWe have offices in africa, brazil, china, europe, india, indonesia, mexico and the united states as well as a growing presence in other countries and regions.
Wri is committed to advancing gender and social equity for human well-being in our mission and applies this principle to our organizational and programmatic practices.