Job Description This position requires an energized IT professional delivering high quality IT technical support to the Teva end user community with ability to create and deliver solutions tied to business improvement, organizational development and or systems optimization. Applies practical experience and working knowledge of industry standard tools, methods and techniques to package, test, and distribute operating systems and applications in a Microsoft Windows Client and Citrix virtual environments, delivering high quality IT technical support to Teva customer community. Collaborates with the Service Desk and Client Services Teams troubleshooting, documenting and implementing solutions. Installs and maintains hardware/software needed to support business/employee objectives. Travel Requirements: Travel may be required up to 30% of time Essential Duties & Responsibilities 1. Follow the agree ticket handling service delivery metrics (SLAs) for given service desk tickets, requests and incidents, Document tickets timely and effectively with appropriate level of detail 2. Provides Tier 2 - problem-solving support related to all user hardware and software technical issues 3. End -to-End ownership of assigned incident to ensure resolution and customer satisfaction 4. Ability to work cohesively in the Workplace Services Team with an emphasis on teamwork and organization. 5. Establish, maintain customer relationships and satisfaction regarding IT customer service and support. 6. Follows Teva Safety, Health, and Environmental policies and procedures. 7. Other projects and duties as required/assigned. Allocate time appropriately when asked to be involved in projects that require IT customer service resources 8. Serves as escalation support for all desktop related issues supporting the organization's incident and problem management escalation processes and practices 9. Ability, willingness, and flexibility to come in early or stay late depending on the level of the need. 10. Experience with automated software delivery methods Citrix Environment -Application delivery and troubleshooting Microsoft System Center (-SCCM) Application delivery, maintenance and troubleshooting Customer Service- Skilled at problem identification and troubleshooting, comfortable managing systems, projects and working with different teams in a range of IT environments Qualifications Experience Required: 3 years' experience 2nd level support, infrastructure, system administration and/or data center experience Expert in administrating Citrix environment -XenApp 6.5 to XenApp & XenDesktop 7.6 to 7.15 with all Core Components Experience with Microsoft System Center Configuration Manager (SCCM), Microsoft Windows security, Windows Server Infrastructure, Citrix Environment, User Rights, and Active Directory objects. Advanced knowledge and understanding of the following technologies: networking (TCP/IP, DHCP, DNS), and desktop operating system virtualization and/or application virtualization Microsoft System Center , Win 7/10 Enterprise OS, Citrix Environment, Server Administration, Group Policies, Antivirus, PowerShell Must be self-motivated and energized to provide High-Level user/client support. Experience in working in a multi-site global environment Expert with System Center Configuration Manager, Active Directory and Group Policy. Application development & create packages. Trouble shooting application deployment & delivery methods. Ability to work well with people from many different disciplines with varying degrees of technical experience. Ability to effectively interact with customers at all levels within the organization Demonstrated ability to think and act decisively and quickly Smart casual business attire is a must BA/BS Degree Specialized or Technical Knowledge Licenses, Certifications needed: A+ Hardware certifications ITIL Foundations certification Microsoft certifications: MCTS - SCCM 2012 Other industry related a plus. Company/Industry Related Knowledge: Experience with validated/qualified computer systems (GXP/GMP Environment).Salary Range: NAMinimum QualificationLess than 5 years Associated topics: equipment, http, infrastructure, ip, maintenance, sccm, scom sccm, system administrator, system center configuration manager, tcp
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.