Job description

Company Summary:
Majorel supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 63,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Position Summary:
This position assists staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position utilizes one-on-one consultancy to Majorel client end users and Majorel staff. The employee in this position also assists in the maintenance and testing of network hardware, servers and associated equipment. The position’s responsibilities require independent analyses, communication and problem solving. Work is performed with little supervision and requires initiative and judgment. This position has a focus on iOS products.

Overall Responsibilities:

• Assists staff with the installation, configuration, and ongoing usability of iMAC desktop and MacBooks, peripheral equipment (i.e., phones, cell phones, PDAs, iPhones and iPads) and software within established standards and guideline
• Diagnosing and troubleshooting macOS desktop iOS, mobile devices, printer and operating problems
• Consulting and instructing users on macOS/iOS hardware and software questions/issues
• Collaborate with IT Service Desk, Network, Infrastructure teams and other regional and Global IT teams as necessary.
• Install, maintain and upgrade macOS/iOS equipment and its associated infrastructure.
• Runs diagnostic tests to isolate system problems and make recommendations for potential solutions.
• MacOS and iMAC and MS Office software installation, setup and support.
• Windows OS support a plus but not required.
• Mac imaging solutions and JAMF knowledge.
• MS Azure knowledge a plus but not required.
• Experience with remote support technologies such as Cisco WebEx and MS Teams, Bomgar is a plus but not required.
• Experience with enterprise wide rollouts of new operating systems and software.
• Hands on experience removing viruses and spyware using various tools.
• Provide virtual desktop troubleshooting for remote staff and WFH employees
• Responds to telephone calls, email and dispatched requests for technical support
• Experience working from an IT ticketing system, Service Now (SNOW) or similar.

Job Requirements:

• Undergraduate degree in a relevant field or CompTIA A+ Certification.
• Preferred – JAMF or Apple Certification.
• Desired - ITIL Foundations v3 certification.

1-3 years of experience in desktop support.
Macintosh experience including mid-level support of Mac computers, iPhone, iPad.
A working knowledge of integrating Macintosh systems into an Active Directory Domain environment.
Demonstrated knowledge and ability to remotely manage client systems.
Identifies, researches, and resolves technical problems.
“Go Getter” attitude.
Assertive work attitude.
Experience with security and anti-virus products for Macs and Windows.
Understand basic networking technologies (LAN/WAN and wireless).
Familiarity with Mac Server and JAMF experience a plus.
Works with vendor support contacts to resolve technical problems with desktop computing equipment and software through resolution and closure of vendor/client tickets.

• Provides support on a variety of technical issues – examples include desktop, laptop hardware and software; network troubleshooting, in collaboration with the network infrastructure group, JAMF team and other internal and non-internal teams.
• Physically moving iMacs from one area to another.
• Shipping and receiving computers and peripherals.
• Managing of onsite inventory
• Working in a team environment.
• Good communication skills

Skills & Competencies
The table below provides an overview of the skills and competencies generally common among all position levels within this group and how the competency rank should align within each level. As can be seen in the table, the complexity of skills generally increases as the position level increases.
The competency rankings below stipulate the minimum level of skill required for entry into each position. It is expected the individual will develop their skills while working in each position level.
0 – Entry/Limited 1 – Competent 2 – Advanced/Coach 3 – Expert/Mentor

Functional Competencies TE I TE II TE III
Minimum years of experience 0 4 6
Knowledge of applications and operating software and personal computer hardware 1 2 3
Working knowledge of LAN/WAN and internet 1 2 3
Customer service orientation 1 2 3
Ability to communicate effectively both verbally and in writing 1 2 3
Communication and interpersonal skills 1 2 3
Requirements gathering techniques 0 1 2
Quality assurance techniques 1 2 3
Knowledge of Citrix 0 1 3
Systems analysis techniques 1 2 3
Skill in use of hand and diagnostic tools 1 2 3
User management coaching and mentoring 0 1 2
Business decision analysis support 1 2 3
Strategic planning 0 1 2
Information technology trends 1 2 3
Knowledge management concepts and techniques 1 2 3
Testing products and concepts 1 2 3
PC Troubleshooting 1 2 3
Windows Server concepts and troubleshooting 1 2 3
Experience with operation and troubleshooting of the OS10.x environments 1 2 3

Familiarity with TCP/IP, DNS, DHCP, Active Directory, MS Exchange, Cisco VPN, and FTP 1 2 3
Knowledge of Service Desk problem management database systems and ability to document problem/solutions 1 2 3

Physical Demands & Work Environment:
While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.

Standard General Security Roles and Responsibilities

• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
• Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedures.
• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.
• Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.

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