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Job Title: Field Support Analyst Job Location: Vancouver, WA Roles & Responsibilities Provide in-house support for End Users IMAC Support Able to perform the following without direct involvement from manager, senior team member, or lead Provide resolutions for users for Corporate applications and hardware Support resolutions for business group applications Incident and Request Queue management - Ticket creation/Categorization/Prioritization Ticket escalation to respective Support Group Minimum Requirements Understanding of client/server networks, protocols, common Internet services, Active Directory Proven problem solving abilities Desired Skills Good communication skills, written and verbal communication and customer management experience Work experience with interacting with clients / team across the World Knowledge on operations/service delivery Ability to identify new / additional tasks that improve employee experience Good understanding of Computers and Trouble shooting skills required. Ability to work in a team and provide input to solution Ability to interact and work with vendors and escort them around a facility and direct the vendor as to the actions that need to be taken regarding the purpose of their visit. Ability to engage and partner with functional teams to support customers and drive speedy resolutions. Mandatory & Technical Skills Ability to troubleshoot, diagnose, and resolve issues on PC's and 3rd party applications supported by Corporate Infrastructure and Security Ability follow, update and edit KB articles to troubleshoot, diagnose, and resolve or hand off to higher tiered support, issues with network connectivity, such as VPN or wireless connectivity, Active Directory, security incidents, servers, and business applications. Ability to provide smart hands support computer rooms, IDF's, MDF's and physical equipment such as servers, switches, routers, printers. PC / Laptop installation, configuration(imaging) and Break fix IMAC Request fulfilment Printer/Scanners installation configuration and Break fix. Ability to coordinate with vendor for printer troubleshooting and issue resolution Phone & Mobile devices installation configuration and break fix. Level 2/3 support for PC, Printer, Scanner, Phone (Remotely unresolvable by Service Desk) Snow queue management (review queue, self-assignment of tickets, assign tickets, ticket closures) Mounting & Un-mounting Hardware's in data center (Switch, Routers, Servers, etc) IDF/MDF daily health check and maintaining data center health check list register. Ability to lead small initiatives or workstreams impacting less than 20 customers. Ability to identify new tasks that need to be executed for support or operations and work with management for execution Software installation at PC level. Software installation at Server level Read, Write and Speak local language. Thanks & Regards, Ankita Shah | Technical Recruiter United Software Group Inc. (C) eye
Vacancy expired!