1) Resources should be English, Spanish and Portuguese speaking capable as the support will be rendered to Continental Africa Region (CAR), Colombia, Argentina and Brazil
2) Resources should be able to work remotely, and Hrs of work should be aligned with the different time zones for Argentina, Brazil and CAR
3) Areas of focus will consist of but not be limited to:
a. Patching – Contact the end-users and assist them remotely to update all outstanding patches as indicated by the cybersecurity team on a monthly bases. This will include the addressing of SCCM agent issues on the local machine.
b. Unapproved Software – Contact end-users and sort out the version/unapproved software issues as highlighted by IM
c. Windows 10 Servicing – Contact the regions and end-users and assist them in nominating and adding identified users to the relevant servicing groups for windows upgrade and work with the BCX level 3 team to sort out any issues that might arise
d. Server Priority – Call with the AGA SDM’s to discuss and drive the server priority indicators and have them updated in the CMDB as well as any other outstanding CMDB information on the servers.
e. Applocker – Assist regions to move identified users to applocker groups.
f. The action of any other focus items as they come up during the contracted period.
g. Any ad hoc additional desktop support as required by IM management.
