Roles:o Provide first level diagnostics and problem resolution for Windows, Mac, Ubuntu/Linux, manufacturing tool automation, manufacturing applicationso Ticket queue monitoring and ticket routingo TI specific application monitoring tool (Sentinel) o Receiving, documenting, resolving and/or escalating service requests/incidents via web tickets or phone calls.o Work with level 2 and level 3 support to resolve issues while maintaining ownership of ticket. This supports our level 1 resolution goals.o Install, configure, optimize, troubleshoot, upgrade & update of approved Windows OS/Mac OS, third party applications, device drivers, peripherals, mobile productivity devices, remote connectivity and enterprise collaboration tools.o Proactive repair of client related issues with products like anti-virus, encryption, backup, admin rights tool and SCCM among other client tools.o Will require remote resolution of client issues using collaboration tools (i.e. WebEx, VNC, RDP) that do not require a desk side visit and dispatching of tickets to local sub teams or other groups/teams within TI. o Answering end user questions and how-to’so Assisting 3rd level support teams with short term projects o Granting user permissions to TI systems and applicationso Documenting/updating support documentation in TI knowledge base o Monitor customer survey responses for analysts to apply continuous improvemento Observe and report trends that can be used to resolve issues proactively o Remain up to date with industry best practices for customer support 4. Skillsets:o Effective written and oral communication skills.o Analysts should be helpful and have a customer service mindset.o Courteous and professionalo Technical skills working with Windows OS, Mac OS, MS Office applications, MS Exchange, Active Directory, ITSM solutions, Internet, VPN related software, WebEx,o Self-motivated o Ability to mul
