VIP IT Supporter

VIP IT Support Role (Temporary: try & hire)

Place of work: Zurich

RESPONSIBILITIES:

. Ensures that End User Computing support and services provided to VIP business partners meet established service level commitments and End User Satisfaction
. Serves as a first point of contact and escalation point for executives and takes end-to-end ownership of resolving reported issues and fulfilling requests
. Maintains AXIS-wide insight into the VIP End User experience and assumes overall accountability for driving issues from initial contact through resolution
. Tracks issue response, resolution times, and customer satisfaction
. Reviews all performance data, and where deficiencies are identified, ensures appropriate corrective actions are pursued in a timely manner
. Regularly communicates improvements and changes to VIPs, including ways in which available technology can be fully utilized to drive greater productivity
. Builds productive relationships with AXIS executives and Executive Assistants
. Resolves technology issues encountered by executives in a timely manner and ensures systemic issues are escalated and remediated to prevent further occurrences
. Influences the broader technology community to drive required improvements in support and services offered to VIPs
. Proactively pursues, through insights gained by working with executives, improvements to existing processes and technology offerings, including introduction of new technologies that maximize productivity
. Provides one-on-one training regarding the features and functionality of a broad set of technologies used by VIPs
. Identifies, creates, and provides training, either in person or virtually, to business users
. Assists in the development of service level agreements and the ongoing management of service level compliance
. Recognizes and identifies deficiencies and drives all necessary changes
. Develops and implements processes and process improvements, with accompanying documentation, to increase productivity
. Drives a service-oriented culture across the Supplier and retained Infrastructure organizations
. Builds productive relationships with all AXIS employees
.

DESIRED EXPERIENCEspecifically iPads and iPhones
. Working knowledge of Citrix MDM platform or similar
. Experienced with Active Directory, GPOs, ADFS, Certificate Services, etc.
. Solid understanding of TCP/IP, DHCP, DNS, SMB, FTP(S), HTTP(S), etc.
. Solid understanding of network environments (Wired and Wireless) using enterprise authentication
. Experience supporting all major Microsoft products including Windows 7/10, Lync, Office, SharePoint, Exchange, MDT, as well as other industry standard desktop applications and remote access solutions
. MS Server 2008-2012R2 features and tools
. Experience in administrating Active Directory, Citrix XenApp and MDM, Symantec Encryption Desktop (PGP), Symantec Anti-Virus, VMWare vSphere, and LanDesk
. ITIL Certification
. Experience with CISCO network and telephony
. Experience with ServiceNow fulfillment, management, reporting, and process workflow