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L3 Windows Operations Specialist - Finance Industry

Windows Operations Specialist - Applications & Core Services - Tokyo
The Windows Operations (Desktop) Team is dedicated to supporting the firm's global plant Windows desktops, laptops and virtual PCs. We provide service and support to internal teams and senior VIP clients on Windows Platform and desktop application-related issues as well as closely cooperate with the Engineering, IT Security, Service Desk, Desk Side Support teams and third party vendors to handle escalations, provide documentation, resolve complex technical issues and implement new products across the plant.

Technology stack includes:
Microsoft Windows operating system, VMware ESX, Citrix XenDesktop, OpenAFS, Microsoft Office (Outlook, Excel, Word, PowerPoint), Microsoft Lync, Internet Explorer, Google Chrome, Adobe Acrobat Reader, Adobe Acrobat Pro, Adobe FlashPlayer, Silverlight and internally developed plug-ins for Microsoft Office.
Our services include:
Incident, problem, change and drift management and we are responsible for the health of the PCs. We distribute the core Windows build, manage security patches, support the software distribution platform, maintain PC configuration settings and provide reporting on the Windows environment. We develop scripts and other forms of automation to solve problems within the enterprise desktop computing space. This includes creating and maintaining our own monitoring and reporting tools.
We provide global coverage for incidents 24/7 in a follow-the-sun model - you will cover for escalations on one weekend every few months.

Your primary responsibilities will include but are not limited to:
  • Performing troubleshooting and investigating complex technical issues
  • Maintaining and distributing the core Windows build
  • Testing new and changed components being introduced into the environment
  • Participating in the engineering and deployment of global products
  • Automation through scripting as necessary to efficiently address problems within our space
  • Maintaining and monitoring overall PC health
  • Monitoring problem ticket queues for issues and respond promptly to them
  • Performing change management duties, including creation, execution and validation of production changes
​ You will focus on enabling us to align support of our client facing application stack with support of the operating systems running on all desktop platforms, including physicals, virtual machines and laptops under a single stream. Additionally, you will closely align with IT security to ensure that the adoption and support of all Technology Information Risk related products on the desktops follow a consistent process.
Technical Skills:
  • Deep technical understanding of enterprise Windows-based systems (server and end-user side)
  • Ability to deduce patterns from individual incidents and provide automated solutions to ensure these incidents do not reoccur in our enterprise environment.
  • Windows OS internals, Active Directory, Exchange, O365 and authentication
  • System issues (event logs, GPResult, perfmon, process dumps)
  • Remote troubleshooting experience (psexec, winrs, WMI, RPC)
  • Support Experience for a variety of applications including Microsoft Office (Outlook, Excel, Word, PowerPoint), Microsoft Lync, Internet Explorer, Google Chrome, Adobe Acrobat Reader, Adobe Acrobat Pro, Adobe FlashPlayer, Silverlight,
  • Virtualization technologies: VMware, XenServer, Citrix XenDesktop, Citrix Presentation Server / XenApp Technology
  • Ability to work and communicate effectively with senior VIP clients for troubleshooting and explaining technical issues

Experience Required: 
  • Experience supporting Windows OS and Microsoft Applications, preferably at level 3, in a demanding, large networked global enterprise environment with at least 500 PCs

Language / Communication Skills:
  • Excellent verbal and written communication skills in English and the ability to effectively communicate with technical / non-technical personnel including senior management.
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