Provides support to the Global Client Environments Engineers in implementing remote access for new client’s Onboarding.
Provides ongoing support for remote access issues identified by the client or by support or development engineers.
Excellent English verbal and written communication skills are required
Hands-on configuration, installation, troubleshooting ERP application and support tools including Putty, Oracle Developer Suite, BI Publisher and other similar tools
Solve complex issues using methodical troubleshooting based on expert knowledge of Windows, Unix, Citrix, Remote Desktop, Application Tool functionality
Configuration and administration of operating system and server software including but not limited to: Windows Operating systems (Windows 7 and 8), Windows Server 2008, 2012 and 2014 comfortable working at the Registry level
Diagnose and resolve network connectivity, application access and authentication issues
Communicate with clients via email, telephone, or GoToMeeting to resolve remote access issues and the installation of application tools installed on remote environments
Create/update remote access documents with user-friendly instructions
Manage environment requests and maintain overall ownership of user’s issues ensuring that they receive resolution within a reasonable timeframe
Ensure remote access documentation is complete and follows standards required to maintain ISO 9000/9001 certification
Ability to work independently and in a team environment
Ability to communicate well with internal and external contacts
Should be flexible working in shifts
Additional Duties Responsibilities
Other job related duties and responsibilities may be assigned from time to time.
Bachelor and/or Masters Degree in Computer Science or related field
Experience
Experience with virtual gateways including installation, confirguration and troubleshooting of different VPN clients, token softwares, security applications and plug-ins
Experience with the installation and configuration of tools used to support the ERP packages such as Oracle EBS, OT, Hyperion and others as identified
Experience working in an dynamic, fast-paced techonological environment
Experience in a customer facing support role
Experience working with multiple desktop and server operating systems and web based applications
Experience working with VMware platform
Experience working with SharePoint
Skills
Windows XP/7 desktop administration. Windows 2000/2003/2008 server architechture
Familiarity with multiple remote access clients such as Citrix Xenapp Server, Juniper, Cisco VPN client
Experience with network support, ability to troubleshoot and diagnose connectivity and performance issues
Excellent English written and verbal communication skills are required
Familiarity with Unix/Linux platform and command line syntax