Sr Analyst, IT Technical Analysis
Dell
Manila, Philippines
2d ago

PRINCIPAL DUTIES AND RESPONSIBILITIES

  • Communicate highly technical information to both technical and non-technical personnel. Provide outstanding customer service and world class support in a large, fast paced, highly pressurized, corporate environment.
  • With minimal supervision, troubleshoot, trace, and repair connectivity problems from the jack to the Patch / PBX panels in both LAN / WAN and Telecom environments.
  • Working knowledge of call tracking systems and ability to log / update / close tickets, prioritize issues and balance workloads bringing customer problems to full resolution.
  • Working knowledge of Voice / Telecom systems (experience with NEC and / or Nortel preferred, CISCO VOIP), Apple iPhone / iPad, Samsung Android mobile platforms and deploy new phone and voice mail extensions, with support required as needed.
  • Working knowledge of networking (wired and wireless), protocols (TCP / IP and subnetting), VPN, and basic networking troubleshooting skills.
  • Provide on call support as part of an on call rotation schedule; provide onsite and remote support, some travel within Southeast Asia may be required.
  • Will need to manage and process assets including : Procurement of client hardware and software and prep for customer use or return to corporate;
  • Provide software license management support including inventory and license policy enforcement duties.

    SKILLS

  • Knowledge with appropriate networks, products and protocols
  • Proficient in Microsoft Office 2007 / 2010 / 2013 applications, Visio, Project, etc.
  • Working experience of ServiceNow, Skype for Business, Macbook Air / Pro, video conferencing systems like Cisco MX300, Cisco Telepresence, Cisco Call Manager, etc.
  • Ability to work effectively with senior management
  • Troubleshooting skills
  • Good Sense of urgency
  • Excel in a high-pressure environment
  • Demonstrate Customer Service focus and skills
  • Possess independence and able to function in remote teams
  • Education Required : Associate (Technical)

    Experience Required : 3-5 Years

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