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Desktop Expert Support- L2-L3

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Date: Dec 27, 2020

Location: Mexico City, DIF, MX

Company: NTT DATA Services

Req ID: 101467 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Desktop Expert Support- L2-L3 to join our team in Mexico City, Distrito Federal (MX-DIF), Mexico (MX).

Responsible for the attention of desktop platform incidents level 2 and 3 in Mexico and LATAM

Desktop Expert Support is responsible for
• All 2nd touch desktop support as well as high touch desktop support in the whole Region.
• Desktop Field service Support in Mexico and all managers in LATAM
• Analysis for incidents and implementation resolution.
• Development script automation for wide-spread solutions
• Resolving high-impact incidents. (escalations)                                                                                           • Responsible of manage and troubleshoot all the L3 incidents related desktops, routed to the GESD team in LAT-Mex
• Engage and coordinate all internal support areas during a Severity 2 incident, to troubleshoot issues related desktops and laptops
• Engage all vendors or external support areas to troubleshoot desktop incidents out of the GESD scope
• Participate in any severity 1 or 2 incident in order to isolate the issue from the Operating System point of view and Converge Build apps
• As a BAU effort, recover all desktops with HPCA client damaged
• Restart the Enterprise Discovery Agent at least once a month to maintain visible the more than 95% of the devices in LAT-Mex
• Develop and execute automation tools to troubleshoot massive incidents in DSI devices
• Align all desktop legacy devices to the Citi standards by using scripting techniques
• Configure twice a year all the CoB devices to pass successfully the DRP tests
• Write technical documentation of official stance of GESD that supports the root cause of an incident


High and comprehensive Operating System conception, (wintel architecture)
• Windows registry - high approach and management (machine configuration, SIDs, Classes, Decimal and hexadecimal values)
• Event viewer - deep analysis (Event IDs, filters, export, evtx files management, reporting, tracking)
• High command line knowledge - instructions, queries and windows services management Microsoft Management Consoles (MMC)
• Windows Installer symptoms and resolution.
• Local security access groups management
• Network security protocols and usage, monitoring and traffic analysis.
• Web analysis skills (http, https, ftp, and network protocols) (Web issues identification)
• Remote administration tools
• Windows server approach
• Windows native components, Firewall, services, policies, configuration templates, error reporting/management.
• Windows Installer: MSI packages, MST, MSP. (build)
• Java script build concepts (programming)
• Visual Basic Scripts concepts and functionality (build, programming)
• .NET concepts (programming)
• HTML concepts (programming)
• Active Directory high management, global policies.
• Local policies (pol files)
• Windows restrictions and policies compliance
CMDB and CI management (ITIL)                                                                                                                          •

5 years of experience in desktop plataform is highly appreciated
• ITIL certification
• Windows OS certification (any)
• Windows server certification
• Windows Security Certification
• Office system certification (suite management and configuration, XML)

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.

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