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Job DescriptionAbout the role:
The Tech Operations and Support, Analyst II is responsible for providing technical support to employee end users in areas such as personal computers, servers, mainframe applications, data/voice networks, and ERP systems. This role ensures smooth operations by diagnosing problems, coordinating with internal and external support groups, and providing real-time end user support.
How you will contribute:
* Acquire, install, and upgrade PC components and software
* Plan for and respond to service outages
* Diagnose problem sources through discussions with users
* Coordinate with internal support and operations groups or vendors to resolve problems
* Respond to user requests and research complex problems associated with telecommunications networks
* Provide real-time end user ERP systems support, problem identification, and training to facilitate knowledge transfer
* Follow detailed instructions to maintain accurate documentation of all technical issues and resolutions
Skills and qualifications:
* Applies basic troubleshooting techniques to identify and solve hardware and software issues with minimal guidance
* Communicates technical information effectively to non-technical staff
* Recognizes the need for hardware and software upgrades and makes appropriate recommendations
* Follows detailed instructions to maintain accurate documentation of all technical issues and resolutions
* Provides timely responses to user problems, ensuring effective resolution
* Demonstrates basic knowledge of hardware and software systems
* Utilizes problem-solving skills to address user queries independently
As an early-career professional, you handle problems of limited scope and complexity, adhering to established policies and procedures. Your decision-making is within a defined scope, using standardized methods to analyze situations and data. You are developing knowledge of basic principles, theories, and concepts, and beginning to apply industry practices and standards. Typically, this role requires some relevant experience, with contributions mostly related to task-specific activities. Your primary contacts are with your immediate team, and you work under moderate direction and close supervision, following specific, detailed instructions.