IT Service Desk Engineer / 非公開
|職種||IT Service Desk Engineer|
Responsibilities fall into following broad categories:
・Collaborate with IT staff and business folks to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.
・Propose and create system design models specifications diagrams and charts to provide direction for further improvement and optimization.
・Liaise with other departments to provide updates on current mutual topics/issues participate in problem solving and development of mutual solutions and improvements
・Participating as a member of various IT or cross departmental projects.
Responsibilities for Technical Support:
・Technical Support responsible for effectively efficiently and promptly resolving issues related to PC systems software and company applications for internal users including remote staff to ensure customer satisfaction.
・Responsible for monitoring and communications/escalation with 2 and 3 level support including local vendors/suppliers and service providers in order to ensure end to end service delivery.
・Act as a resource for call handling and escalation to others in the departments and/or 2nd and 3d level support including third party vendors/supplier and service providers.
・With little supervision respond to customer communication regarding software/hardware issues received via phone/e mail and/or ticketing system. Evaluate the nature of the problem determine the appropriate solution and provide assistance to resolve the situation for a user（s）.
・Possesses extensive knowledge of company processes procedures and product information. Familiar with production and clinical/customer support structure of the company including Engineering and QA.
・Accurately and thoroughly document information in the ticketing system about each request/issue handled or reported.
・Familiar with the company’s technical systems that are in use. Explains technical information in an easily understood manner
・Offer ideas for procedures and processes to improve service and user satisfaction.
・Works to identify and resolve complex department issues. Presents analyses and reasonable solution clearly and concisely.
・Interact with employees in a timely patient tactful and professional manner. Handle difficult or sensitive issues following department guidelines efficiently and effectively.
・Meet departmental and company standards for personal and team performance metrics
|求める経験||・A thorough understanding of MS Windows OS Office application suite as deployed in a corporate organization. And good understanding of general server concepts （such as security file sharing server/storage resources centralized updates）.
・A thorough understanding of basic networking concepts （such as DHCP DNS WINS）. Servers/Systems administration including virtual environments.
Understanding of Cisco network devices （IP phones switches routers VoIP etc.）.
・Understanding of Polycom conference system
・Experience with Active Directory and MS Windows Server SCCM.
・Experience with anti virus software.
・A good understanding of basic hardware computer hardware installation/configuration and troubleshooting skills and knowledge. The following skills would be considered a plus:
・ITIL Agile methodologies.
・Office 365 Skype for Business / Polycom system
・Experience with Cisco network devices （switches routers）.
・Experience supporting a Cisco VoIP system.
・Experience with firewalls network security.
・Experience with SFDC （or other CRM system） in terms of implementation configuration or end user support with regional and global team.
・Experience with participating in business process improvement projects or experience with proposing best practice to business and do implementation.
|年収||700万円 - 800万円|