PC Support Specialist (Philippines)

Job Description

CASI, Cruise Administration Services Inc, a Carnival Cruise Line entity in the Philippines currently has a PC Support Specialist role available. Only candidates located in the Philippines to apply.

Job Summary:

The PC Support Specialist provides 24x7 technical support for the company's elite/executive end users focusing

on the complete suite of end user computing IT service and support. This position must perform job

responsibilities with an urgent sense of customer service, have extensive experience with current and new end

user computing technologies, must possess the technical skillset to bring to closure multipart technical hardware and software related IT issues while effectively working with our executive leaders. The PC Support Specialist must have experience with supporting executive staff and must possess strong verbal and written

communication skills. This position will take ownership of most of the service requests and incident tickets for

the executive area during on and off hours at our corporate campuses and/or remote locations. The PC Support Specialist is responsible for the installation, operation, maintenance, and repair of hardware, software, and peripheral equipment. This position also provides functional one-on-one executive training whenever necessary.

The candidate must have basic knowledge with cloud computing platforms (AWS, Azure, Citrix), and extensive

knowledge of collaboration products, end-point computing, software packaging and mobility/tablet IOS and

Android devices. The PC Support Specialist must have practical knowledge of Intune MDM, SCCM, Microsoft

Windows, Microsoft Office, iOS, Android and MacOS. Candidate will be expected to configure, implement, and

maintain the shore side End-User Services IT solutions. The PC Support Specialist is responsible for analyzing

new/existing end user technologies, configuring, testing, and ensuring proper implementation of End-User

Services, related systems and contribute to the overall quality of End User IT services. This role will be involved

in assessing and providing recommendations and design. documentation related to the configuration,

performance, availability, and capacity of End-User Services and hardware. This role will work with other IT

Teams and IT Service Providers to plan the support and maintenance/upgrades of the End-User Services with a

focus on the executive areas. This includes identifying operational gaps and making recommendations on

proposed enhancements to the existing services and hardware. As a Support Specialist, this role will work

collaboratively with the operations/logistical teams and service providers to recommend the best approaches to use to measure quality control, best practices, and provide foresight on the latest hardware and software

technologies. This role collaborates with the Sr. Manager of End-User Experiences, IT leaders and the Project

Management Office to understand business cases and ensure that the End-User Services and Hardware will

meet the business/executive needs. This role also supports the development and execution of a benefits

realization plan for End-User Services projects. The position will partake with the End-User Services & hardware

Roadmap and Technology Standard process. This role will also contribute to approved IT project enhancements

and changes that impact the executive area and for the larger user community. This position will advocate and

comply with the IT & Security Policies and Procedures that pertains to End-User Services. This role will support

cross-departmental collaboration and communications with staff throughout IT, the global IT organization and

more importantly the executive staff as well as promoting a positive work environment that supports

consistency and drives efficiency throughout the organization.

Essential functions:

• End-User Executive Services Support: • Primary lead on 24x7 support activities related to

  Executive End-user Education and Adoption of End-User IT Services • Researches,

  recommends & evaluates for the End-User Executive Services, new products & solutions.•

  Contributes to the Road Maps for End-User Services and prioritizes the certification

  process for hardware, mobility, and cloud computing for the executives. • Contributes to

  the continual service improvement plans for the overall End-User Services & hardware

  Monitors and enforces End User Compute Standards & Policies related to End-User

  Services whenever deemed necessary.

• End-User Services Design and Selection • Works with the IT teams to ensure that Enduser

  software, tools & hardware interacts appropriately, systems software and data

  conversion impacts are considered, and other areas of impact are addressed and meet

  performance & cost requirements.• Ensures solutions will meet the business and Executive

  needs.• Ensures End-User Services adhere to Global & Brand IT Infrastructure standards

  and security policies.

• End-User Services Development • Provides leadership and vision to the End-User &

  Executive Services group in alignment with Global & Brand IT standards • Manages the

  team's efforts to develop and configure End-user software, tools & hardware from

  conceptualization through stabilization for all End-user services.• Provides

  recommendations to IT managed services team when required to test, debug, analyze

  performance or troubleshoot issues.• Reviews and approves documentation related to

  End-user services.

• End-User Services Implementation • Works with the IT managed services teams to

  implement End-user services software, tools & hardware (i.e., Build & Acceptance to Run

  documentation, Knowledge Base Articles, etc.) • Assists to implement pilots, test plans to

  test new hardware and/or functionality using information gathered from the exercise, plan

  and manage strategies for successful deployment and adoption.• Validates that all

  implementation and customization of supported desktop operating systems and utilities

  are well documented for implementation and support.

• End-User Services Maintenance • Collaborates with peers on planning of all activities

  associated with the support and maintenance of the End-User Services software, tools,

  cloud computing & hardware.• Provides ongoing recommendations to IT Managed Services

  support group for critical operational issues related to software, tools & hardware.•

  Provides feedback on root Cause Analysis reports for major/minor systems outages as

  related to End-User Services and the impact to the Executive area.

• Performance and Capacity Management • Provides feedback with capacity planning

  information to IT Managed Services provider• Responsible for efforts related to the

  procurement & disposal of assets for the executive area.• Collaborates with IT Managed

  Services provider to establish correct dataset which need to be gathered to report on

  service utilization.• Ensures performance measurement indicators for End-User service

  and responsible to work collaboratively with IT operations / Service provider to maintain

  expected targets, especially for the executive area. • Fosters coordination with the End

  User Architect, other Engineering groups, and Managed Services Providers & Logistics to

  ensure systems tuning recommendations, prioritization is given to the executive staff.

Qualifications:

• Highschool diploma required or Associate Degree preferred.
• 4-7+ years of professional IT experience within IT End-User computing
• 7+ years in IT Enterprise End-User Computing, implementing/ managing complex End-

  User solutions.

• Knowledge of Microsoft Office 365 and related services and mobile application

  deployment methodologies.

• Qualified to troubleshoot of complex integrated services between operating

  environments required.

• Experience with supporting large personal computing environments 5,000 plus

  devices

• Vast knowledge of residential WIFI networks (internet service providers).

Knowledge, Skills and Abilities

• Practical knowledge of systems quality assurance best practices and methodologies Extensive knowledge of core. Enterprise End-User System technologies including: Windows Operating System, Microsoft Office, Citrix, VPN web-proxy services, Microsoft Intune and SCCM.
• Extensive knowledge of Microsoft Office365, Microsoft Active Directory, Microsoft SharePoint Proficient

  knowledge of Mobile Device Management products and strategies, unified communication including instant messaging & video conferencing technologies.

• Familiar knowledge of client management technologies (i.e. System Center Configuration Manager, Microsoft Intune, MDT, AIK) as well as of processes used to upgrade Strong understanding of collaboration and client technology, network hardware, protocols, standards and deploy enterprise end-user hardware & software.
• Ability to think outside of the box and work under pressure to meet the executives demands and deliverables.
• Strong customer-service orientation, organizational skills with attention to detail.
• Ability to articulate in both technical and user-friendly language.
• Excellent written and oral communication skills; excellent listening and interpersonal skills Proficient in multitasking; Able to prioritize and execute tasks.
• Ability to maintain confidentiality of sensitive/executive information.
• Project Management and ITIL experience is preferred

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