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Název pozice Junior Global Helpdesk Professional_PRAHA
Firma McKinsey & Company, Inc. Prague - organizační složka
Nástup možný od 1. 1. 1970
Popis

Junior Global Helpdesk Professional

WHO YOU'LL WORK WITH

You will be based in our Prague office as part of our Global Helpdesk (GHD) team, a pivotal group within McKinsey’s global IT organization. 
 
You will work with internal consultants and support staff by troubleshooting and resolving a wide variety of IT needs, predominantly via e-mail and chat. You will work in a global team sharing a common understanding of a “client-first” oriented work environment. 

WHAT YOU'LL DO

You will help firm members get their business technology up and running as quickly as possible with end-to-end ownership of the requests. 
 
In this role, you will provide premium IT support to colleagues and resolve complex technical problems with timely and effective solutions by leveraging our email and chat channels. You will troubleshoot issues with Mac and Windows OS, standard IT applications (e.g. Office 365), network connectivity, mobile technologies, hardware issues related to laptops and mobile phones, and more.  
 
You will collaborate with other internal IT service and product teams on a daily basis and continuously contribute to the creation and improvement of knowledge as issues/solutions arise. 

QUALIFICATIONS

  • Exposure to hardware troubleshooting and knowledge in operating system, such as functionally/features, advanced options, safe mode, reimage, registry, BSOD (Blue screen of dead), windows explorer, system and registry restore is required; Mac OS troubleshooting is a plus
  • Experience troubleshooting Microsoft Office application suite including Outlook 365 troubleshooting for shared mailboxes and delegation management is required
  • Good understanding of Active Directory, exchange preferred, regarding polices, user certificates, accounts, groups and accesses
  • IOS devices troubleshooting (email, calendar, installation issues); knowledge on Mobile device management consoles (Mobile iron cloud, DEP) is highly preferred
  • Characteristic such as innovative and able to think out of the box, teamwork, problem solving, time management, organization, creativity, and good interpersonal relationships are fundamental for the development of this role
  • Good knowledge of networking printing, infrastructures, and protocols (LAN, WAN, VPN and DNS), is required
  • Exposure to file sharing tools such as SharePoint, Box, One-drive, videoconferencing and collaboration tools (Slack, Zoom, MS Teams, WebEx, etc.) or others is required
  • Knowledge of security standards for verification and authentication; multifactor authentication tools such as OKTA verify, DUO or other is preferred
  • Good understanding of browser troubleshooting such as Chrome, Edge and/or Safari is mandatory 
  • Knowledge of ITSM ticketing tool (ServiceNow, My Desk) or similar tools to document and track incidents is a plus 
  • Experience in a technical support position in a rapidly changing IT environment is a plus 
  • Customer service orientation and ability to build rapport 
  • Hands on with remote access tools knowledge to troubleshoot user’s computer (Bomgar, remote-desk, etc.)   
  • Strong sense for urgency, active listening, paraphing and attention to details to cogently summarize an issue, both in writing and verbally
 
 
Functions
  • Technology
    •  
  • Firm Administration

agnieszka_kuzniar@mckinsey.com
Platnost do 30. 6. 2022
Vytvořena 3. 3. 2022
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