System Support Engin....

TechnoGen Inc - others - USA

System Support Engineer/ Client Support Specialist (I /II) العربية

System Support Engineer/ Client Support Specialist (I /II)

TechnoGen Inc

Posted on : 01-12-2022

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1 Vacancy

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Job Location

others - USA

Monthly Salary

Not Disclosed

Salary Not Disclosed

Vacancy

1 Vacancy

Posted on : 01-12-2022

Job Description

Req ID : 1778269

System Support Engineer/ Client Support Specialist (I /II)

Duration: 6+ month/900 hrs

Location: Sunnyvale, CA Need local resource for onsite. Interview- In person

Job Description:

Installs, configures and sets up client devices (desktops, laptops, tablets, Smartphones, etc.), client device software/applications, monitors, printers or other peripherals.

Performs equipment and system setup, including necessary interconnections and performance monitoring.

Responds to incoming incidents and requests in a timely manner, tracks 100% of all customer contacts, research questions and issues and resolves each interaction with customer satisfaction.

Provides technical support and customer service assistance either in person, online, or over the telephone; refers problems to appropriate staff as needed.

Assists with the resolution of technology problems reported by City staff and system users with standard computer tools such as remote access applications, desktop management appliances, the City's business applications, and other office automation/desktop software products.

Escalates incidents to higher level support personnel when appropriate in a timely manner.

Provides solutions to frequently occurring problems and documents this in the ITSM knowledgebase, maintains and updates articles within the knowledgebase.

Responsible for updating and maintaining the City's IT asset management inventory.

Performs routine and preventive maintenance of all client devices, including printers, file systems, telephones and related equipment to ensure uninterrupted and optimum system performance.

Completes service requests in a timely manner and provides support to end-users.

May provide information technology training including new employee orientations regarding the City's software applications and voice, radio and/or data communications equipment.

Provides technical support, including testing and equipment maintenance for in-person and virtual meetings in the City Council chambers.

Provides technical direction, guidance, and customer service assistance to City staff and systems users in the operation and use of client devices (desktops, laptops, tablets, SmartPhones, etc.) and City applications and information systems.

Answers, evaluates and prioritizes incoming online, telephone, voice mail, e-mail and in-person reported incidents related to hardware, software and other technologies; sets priorities and assignment of incidents to resolve problems in the most expedient manner.

Assists users with making requests for identifying the right equipment or systems for purchase or upgrade.

Provides Citywide system alerts, outages or maintenance notices as needed.

Routes and escalates service requests to the appropriate staff as needed.

Performs as a member of a team, answering questions, sharing expertise, and contributes to team effectiveness.

Performs responsibilities according to the IT Department's defined processes and procedures and Service Level Agreements (SLAs).

Provides City-wide information technology training standards; develops, coordinates and conducts new employee orientations regarding the City's software applications, use of client devices and data communications.

Interacts with and assists Network Engineers / System Administrators in troubleshooting and diagnosing desktop computing and Local Area Network (LAN) and Wide Area Networks (WAN) problems.

Interacts with and assists Programmer Analysts / Project Coordinators in troubleshooting and diagnosing reporting, department-specific and enterprise-wide applications issues.

Maintains physical inventory of all end-point equipment and software.

Maintains a cooperative working relationship with the public, users, other technical staff, vendors, supervisors and management.

Works with IT staff to research, develop, test, and implement new technologies and projects.

Monitors/safeguards security of data accordance to agency and IT security compliance.

Develops and maintains technical system FAQs and how-to documentation within the IT knowledge base, to include creating/publishing new articles.

Assists with the development, coordination and scheduling of in-house technical training, device and/or system user training, new user training, and assists with the preparation and conducting of demonstrations and training of new systems (applications or devices).

Assists in the audits of IT services and equipment used by departments for reporting purposes.

Required Skills:

Principles and practices of customer service.

Principles and practices of ITIL (IT Infrastructure Library).

Familiarity of ITSM (IT Service Management) systems to include Incident/Problem Management, Request Fulfilment; Knowledgebase Management; Asset Management and IT Service Catalogs.

Principles and practices of business systems applications, databases, office automation software and operating systems commonly used on desktop computers and networked systems.

Principles and practices of computer, business, or telecommunications operations, including network operating systems and software products; principles and practices of local area networks (LAN) and wide area networks (WAN).

Principles, practices, methods, and techniques of providing customer service, training and providing technical and functional support to end users.

Methods and techniques of modern office business software programs, record keeping, report preparation, technical documentation, and writing.

Basic cybersecurity principles.

Applicable security and data privacy practices and laws.

Principles, practices, methods and techniques of providing customer service, IT training and providing technical and functional support to end users.

Applicable industry and safety codes and standards.

Office methods, procedures, software, and equipment.

Methods and techniques of troubleshooting hardware, software, voice and/or data communications equipment and inter-connectivity problems.

Principles and practices of software and hardware installation and repair.

Principles and practices of assuring data security.

Knowledge Skills & Abilities:

Communicate effectively, both orally and in writing; translate between technical and nontechnical terms.

Identify, analyse and define administrative and technical issues, collect information, establish facts, draw valid conclusions and make appropriate recommendations.

Effectively organize, prioritize and follow-up on work assignments in order to meet established deadlines.

Provide excellent customer service.

Provide technical advice and consultation to City staff in person, online, over the telephone, or by email.

Identify, analyse and resolve customer/user problems; take appropriate corrective action to problems; research technical materials to provide solutions to problems, or refer problems to appropriate staff.

Learn complex principles, practices, techniques and regulations pertaining to assigned duties.

Analyse current and future training, data, voice, software/hardware requirements and needs; make appropriate recommendations; develop, present and evaluate training programs and new employee training sessions.

Effectively interpret and explain applicable processes, regulations, information technology protocols and hardware/software application solutions to users; listen and communicate information to persons with a diverse background of knowledge and experience.

Intermediate knowledge of ITSM (IT Service Management) systems to include Incident/Problem Management; Request Fulfilment; Knowledgebase Management; Asset Management and IT Service Catalogs.

Intermediate knowledge of business systems applications, databases, office automation software and operating systems commonly used on desktop computers and networked systems. Client device (e.g., desktop, laptop, tablet, SmartPhone) hardware, operating systems, common office automation applications and desktop applications.

Computer peripherals such as printers, copiers, multi-function devices (MFDs), scanners, plotters, and external storage devices.

Intermediate knowledge of computer, business or telecommunications operations, including operating systems and software products; principles and practices of local area networks (LAN) and wide area networks (WAN).

Intermediate knowledge of troubleshooting hardware, software, voice and/or data communications equipment and inter-connectivity problems.

Principles and practices of mentorship and effective working team environments.

Identify, analyse and define complex technical issues, collect information, establish facts, draw valid conclusions and make appropriate recommendations.

Provide technical advice and consultation to City staff in person or remotely (online, phone, email, etc.).

Maintain and troubleshoot client device installations (desktops, laptops, tablets, SmartPhones) and resolve hardware and software problems.

Install or modify client device installations, including connecting hardware to the network, installing software, transferring data and testing.

Perform routine upgrades on City client devices and workstations, software and associated peripherals.

Independently develop and coordinate effective administrative and business systems, programs and procedures.

Effectively organize, prioritize, and complete complex work assignments in an expedient and customer service orientation.

Apply complex principles, practices, techniques, and regulations pertaining to assigned duties.

Analyse cybersecurity issues and remediate in a timely manner as instructed.

Assist in evaluating new technologies that will lower cost or improve efficiencies; provide feedback to management on ways to improve efficiencies.

Lead staff or user training on technology solutions.

Act as a team leader when necessary.

Assist is evaluating new technologies that will lower cost or improve efficiencies; provide feedback to management on ways to improve efficiencies.

Lead staff or user training on new or existing technology solutions.

Effectively interpret and explain applicable processes, regulations, IT protocols and hardware/software application solutions to users.

Desired Skills:

Public sector employment or internship experience.

Possession and maintenance of CompTIA A+ certification.

Possession and maintenance of Information Technology Infrastructure Library ITIL certification.

Required:

Possession and continued maintenance of a valid class C California driver's license and a safe driving record, or the ability to provide alternate transportation which is approved by the appointing authority.

Education/Experience

Must have a related technical certification

Employment Type

Full Time

Company Industry

Key Skills

System Administration

hardware

Technical Support

UNIX

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About Company

TechnoGen Inc

100 employees

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System Support Engineer/ Client Support Specialist (I /II)

TechnoGen Inc

Job Location

Monthly Salary

Vacancy

Job Description

Employment Type

Company Industry

Key Skills

About Company

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