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Associate III - Cloud Infrastructure Services

Company: UST Global
Location: San Jose
Posted on: November 22, 2021

Job Description:

Deskside Support Engineer The Deskside Support Engineer (DSE) ensures that client employees remain productive by providing on-site support for hardware, software, applications, installations and mobile devices while ensuring a positive employee experience. They will act as the "face of IT" for the client and offer a personalized experience to the client end-user. They can build upon a positive culture at the client location and are well versed and educated advocates of improving the end-user's IT support experience. To build a quality end-user experience, the DSE partners with client management and their vendors daily. Primary responsibilities: * End-user facing expertise in providing support for hardware and software issues within end-user computer systems (MAC 70% and PC 30%) to include desktops, laptops, printers and mobile apps * Advanced knowledge and training in configuration, installation and troubleshooting desktops (MAC and PC), laptops, printers and mobile applications * Responds to end-user product related questions for all supported hardware, software and applications * Understands and maintains/outperforms service levels established * Analyzes problems to identify problem area(s) and provide corrective action, recommending solutions to client application and account related issues * Understands working on ServiceNow ticketing tool. Additional Knowledge & Skills: * Maintain all necessary certifications to perform required responsibilities in support of specific computer networks, hardware, software and applications being supported * A+ and Network+ Preferred at minimum * Basic knowledge of networking, Airwatch, SCCM and Cisco routers and switches * The ability to multi-task and handle ever changing priorities * Willingness to learn new skills and work outside of your comfort zone with the end-user community * Ability to manage individual tasks that may require cross departmental communication and collaboration Minimum Requirements: * 2+ years in a customer facing deskside support/end user computing role * Bachelor's Degree in Management Information Systems or Information Technology or equivalent experience required * Must have excellent communication skills, positive attitude and be engaging with end-users * Must be flexible and able to work various shifts to include weekends if needed (not expected) * Experience with MAC, Microsoft OS and Microsoft Office applications * Experience with problem solving in a support-oriented environment * Exceptional soft skills and troubleshooting skills * Team player, good communicator, self-directed work style and ability to multi-task Role Proficiency: Resolve L1 Incident and service requests within agreed SLA Outcomes: Measures of Outcomes: Outputs Expected: Monitoring: * Understand Priority and Severity based on ITIL practice. Understand agreed SLA with customer and adhere. * Repetitive alert analysis for finding high ticket generating Cis. Adhere to ITIL best practices Runbook Reference/Change: * Follow runbook for troubleshooting record troubleshooting steps and provide inputs for runbook changes. Escalation/Elevation/Routing of tickets: * Escalate within organization/customer peer in case of resolution delay. * Understand OLA between delivery layers (L1 L2 L3 etc) adhere to OLA route the tickets to relevant queue initiate intimation respective teams/customer based on defiled process. Tickets Backlog/Resolution: * Follow up on tickets based on agreed timelines manage ticket backlogs/last activity as per defined process. * Resolve incidents and SRs within agreed timelines. Execute change tasks for infrastructure. Collaboration: * Collaborate with different towers of delivery for ticket resolution (within SLA) document learnings for self-reference. * Close/resole L1 tickets with help from respective tower. * Actively participate in team/organization-wide initiatives. Installation: * Install software software/tools and patches Stakeholder Management: * Lead the customer and vendor calls. * Organize meetings with different stake holders. Participate in RCA meetings. Process Adherence: * Thorough understanding of organization and customer defined process. * Consult with mentor when in doubt. * Adherence to defined processes. * Adhere to organization' s policies and business conduct. Training: * On time completion of all mandatory training requirements of organization and customer. * Provide On floor training and one-on-one mentorship for new joiners. Performance Management: * Update FAST Goals in NorthStar track report and seek continues feedback from peers and manager. * Set goals and provide feedback for mentees. * Assist new team members to understand the customer environment. Skill Examples: Knowledge Examples: 1) Fair understanding of customer infrastructure ability to co-relate failures Additional Comments: None

Keywords: UST Global, San Jose , Associate III - Cloud Infrastructure Services, Other , San Jose, California

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