Subject Matter Expert

Company Overview

(Company details not provided)

Job Summary

The Subject Matter Expert (SME) will leverage technical expertise in 'Packing' and associated skills to ensure successful delivery of software solutions that meet customer requirements. This role is pivotal in supporting team operations by providing technical guidance, troubleshooting assistance, and fostering a customer-centric environment.

Responsibilities

• Ensure that software is fully deployed, implemented, and functioning according to customer requirements.
• Provide remote Operating System (OS) re-build support.
• Create batch files and scripts to enhance operational efficiency.
• Undertake Windows Administration and Active Directory tasks as required.
• Research emerging technologies and implement them in the project test lab for piloting.
• Identify potential improvements for resource optimization through automation or procedural changes and communicate insights to the Team Leader.
• Serve as the point of contact for technical queries and share knowledge to assist with technical training.
• Ensure the quality of delivered packages is error-free and aligned with new systems/platforms.
• Prepare standard operating instructions and checklists for package preparation and installation.
• Maintain a customer-centric approach and uphold a positive company image while interacting with the onshore team and customers.
• Compile and prepare complex packages and troubleshoot SCCM site-level issues.
• Assist team members in resolving issues and share knowledge proactively.
• Design and conduct Alpha/Beta tests for packages before delivery to clients.
• Work according to ITIL Incident Management guidelines.
• Follow the ticketing process corresponding to defined change request phases.
• Perform troubleshooting ranging from basic to complex for SCCM deployments.
• Engage in basic Antivirus activities.
• Understand the Deployment Lifecycle Management (DLM) Framework.
• Contribute positively to the team environment by maintaining enthusiasm and a positive attitude.
• Achieve team and personal performance goals set by the company.
• Ensure timely acceptance and resolution of assigned tickets in the queue.
• Monitor open Change tickets.
• Adhere to ISO9000 and ISO27001 procedures.
• Maintain an up-to-date individual training record.
• Provide proper technical guidance to team members when necessary.
• Conduct research on new and upcoming technologies to enhance knowledge.
• Update the knowledge base with known issues encountered during troubleshooting.
• Conduct periodic technical training for team members to build technical competencies within the team.

Qualifications

• Strong knowledge and experience in software packaging and deployment.
• Proficiency in Windows Administration and Active Directory management.
• Ability to create batch files and scripts.
• Familiarity with SCCM (System Center Configuration Manager) and basic troubleshooting skills.
• Experience with Antivirus solutions and security best practices.
• Understanding of ITIL Incident Management and Change Management processes.
• Excellent communication and interpersonal skills to effectively share technical knowledge.
• Strong problem-solving skills and a proactive approach to issue resolution.
• Detail-oriented with a commitment to maintaining quality standards.

Preferred Skills

• Knowledge of emerging technologies and software development methodologies.
• Experience in conducting training sessions and mentoring team members.
• Familiarity with ISO9000 and ISO27001 standards.

Experience

• Relevant experience in a technical support or software deployment role is beneficial but not specified.

Environment

• Details regarding the typical work setting (remote, in-office, hybrid) and physical conditions relevant to the job are not provided.

Salary

(Salary information not provided)

Growth Opportunities

(Career advancement opportunities not specified)

Benefits

(Benefits offered are not provided)