Sme Onsite

Description:

 A Subject Matter Expert understands, articulates, and implements best practices related to advanced technical support and system administration. Depending on the work environment, the subject matter expert may lead or be an active participant of a work-group with the need for specialized knowledge also provides guidance on how his capability can resolve an organizational need and actively participates in all phases.

Description
• A Subject Matter Expert understands, articulates, and implements best practices related to advanced technical support and system administration. Depending on the work environment, the subject matter expert may lead or be an active participant of a work-group with the need for specialized knowledge also provides guidance on how his capability can resolve an organizational need and actively participates in all phases.

Qualification
• Extensive knowledge in system administration and servers, network and security. Identifies and analyzes complex problems; distinguishes between relevant and irrelevant information to make logical decisions; provides solutions to individual and organizational problems.
• Takes ownership of complex cross-sectional problems and leads a team to resolution with an appropriate sense of urgency.
• Review/validate/create internal and external documents and knowledge articles.
• Analyze customer calls/cases to identify product problems in the field to determine core areas of improvement and prioritize core changes to support for reduction of learned issues in field.
• Develop and conduct technical training to support staff.
• Communicates effectively, both verbally and in writing, to peers, management, and users at various levels of the organization. Prepares and delivers presentations regularly to various audiences using clear, concise, and effective communication.
• Performs other related work as assigned or required.
• Assist in enhancing Service Desk process and procedures.
• Participate in new project implementations.
• Expertise in IT Technical support and should be capable to handle Tier 2 and Tier 3 incidents.
• Ability to mentor teammates, and lead teams, and facilitate groups to achieve success through others.
• Responsible for Change Management.
• Experienced with SCCM, End point protection and Encryption are preferred.
• Strong knowledge in Active Directory, Exchange and Office 365.
• Knowledge in the application of theory in resolving complex problems.
• Experienced in helpdesk management systems and incident lifecycle.
• Knowledge in ISO9001 and ITSM is preferred.