NEC Service Technician UCC Tech 1

Essential Functions:

 

·        Answer all service calls in a timely manner, providing excellent customer service. 

·        Perform PC Setup, install image and software applications; Disassemble and repair of assets; and the basic setup of IT devices

·        Rack/stack network equipment in a data rack; Install patch cables to network devices; Troubleshoot performance issues of network devices;

·        Provided device detail information to assessment management; Disassemble and reinstall defective equipment and RMA processes

·        Use Skype, Teams, Zoom, Blue jeans and Outlook video conference applications; Follow established equipment testing

·        Assist users with making call, meeting, test, search for conference room, search Global address book and so forth.

 

Additional Responsibilities:

 

·        Manage user incidents routed from the Service Desk, or escalate where appropriate, ensuring the provision of a consistently high quality service and timely resolution of issues

·        Perform first and second level support for the following: PC configuration (desktops and laptops), VPN connections, PC software (site-specific and enterprise), peripherals, LAN connectivity, and additional devices/software/hardware as needed (i.e. printers, copiers, mobile devices, A/V equipment), plus efficient and effective support service to on site and remote users

·        Setup new users and support resources of terminated users

·        Perform first level and second level support

·        Basic Active Directory administration (i.e. account changes and permissions)

·        Ensure adherence to all relevant internal, external and site-specific policies, processes and Standard Operating Procedures relating to data security, the network and its applications, and account access/management

·        Order and track supplies, carry out asset management & dispersal, and fulfill all documentation requirements for supported sites

·        Work with various vendors as needed to support site specific services, hardware, and software

·        Asset management of all IT equipment on site

·        Basic support of site-specific ERP, CRM, or database systems.

·        Carries out duties in compliance with established business policies

·        Responsible for exhibiting professional behavior with both internal/external business associates that reflects positively on the company and is consistent with the company’s & customer’s policies and practices

·        Understands and is aware of the quality consequences which may occur from the improper performance of their specific job.

 

Qualifications / Requirements:

 

·        Bachelor’s degree or equivalent qualification in Information Technology or similar, plus 2 – 5 years’ experience in providing end-user technical support

·        Experience in supporting desktop applications in LAN environment

·        Experience with Windows XP, 7, and 10

·        Solid Working Knowledge of MS Office products, Outlook, Word, Excel

·        Use of conference applications (Skype, Zoom, Blue Jeans, Outlook)

·        Able to image/set up PC devices

·        Able to install, configure and test routers and switches.

·        Ability to install Audio Visual equipment

·        Knowledge of anti-virus / anti-malware programs

·        Experience Building/imaging computers, Wiring / Cabling and Network technologies

·        Read and understand Network Topology Diagram to assist in:

a.       Rack/Stack of network devices

b.      Interconnection Fiber and Copper patching of devices

c.      Troubleshooting network issues

d.      Proper label of devices and interconnection cables

·        Working knowledge of the following technologies: Active Directory user functions (ADS & Exchange)

·        Experience troubleshooting network issues.

·        Understanding of backbone and horizontal cabling design

·        Understanding of industry infrastructure standards

·        Troubleshoot network copper of fiber cabling

·        Ability to terminate copper or fiber cabling

·        Maintain proper labeling of devices and interconnection cables

·        Ability to use a laptop to provide access to remote engineers to load set configurations on equipment

·        Creative and solutions driven, within the realms of the role, to produce solutions in support of customer service level agreements

·        Ensures all solutions adhere to applicable change control requirements

·        Able to work Mon-Fri 8-5pm; required OT afterhours; 2% of the time a weekend call.  On call