Sr. Technical Support Specialist

Sr. Technical Support Specialist

Sr. Technical Support SpecialistTracking Code800189Job Description
 
 
Overview:
 
To be the lead Technical Support Specialist based in the corporate headquarters. To lead, train and mentor more junior members of technical support staff. Regional extension of the Global Operations Centre providing technical support and assistance for all regional JDA Associates. This includes coordinating the resolution of laptop issues, PC imaging, PC hardware/software support; troubleshooting server and network connectivity; assisting with shipping and receiving of computer hardware; assisting with server racking and installations; and general local "hands on" Data center and audio-visual support.
 
 
 
 
 
Description:
 
 
 
* Team lead for Technical Support Specialists based in JDA's corporate headquarters.
* To ensure a proactive approach is taken in all facets of the role, whilst taking initiative an dremaining professional at all times.
* Lead by example and engage in the coaching and training required to bring other members of the the desired technical and professional level.
* Work closely with other North America based Technical Support Specialists to ensure that suitable coverage is provided to all North American based Associates.
* Form close working relationships and partnerships with extended team members working off-shore.
* Work closely and proactivelty with other team members to ensure that technical and procedural documentation is complete, up to date, published as appropriate.
* Maintain and improve the responsiveness of the Technical Support Specialists through monitoring of tickets requiring local hands and feet support and interaction with the Global Operations Centre.
* Timely documentation of each user call and the resolution of such, so that this information can be used to resolve future calls as part of the knowledge base initiative.
* To enforce and uphold all Corporate and IT Policies and Procedures regarding software and hardware use and allocation within the company.
* Participate in PC integration activities; this includes imaging and deploying desktop and notebook equipment to associates while ensuring minimum loss of associate data.
* Maintain and uphold the accuracy of records in regards to equipment, software, license counts, inventory counts, user ids, access codes and utilization statistics as required.
* To ensure that all PC asset management tasks are undertaken accurately and in a timely fashion to ensure the database always contains the most up to date information.
* Assist in rollout of strategic corporate initiatives and system changes, which may include office moves, mass system upgrades and special projects.
* Maintain and uphold the accuracy of records in regards to equipment, software, license counts, inventory counts, user ids, access codes and utilization statistics as required.
* To be able to assist in ensuring a 99.99% availability of all network and systems components. This includes the proper escalation and notifications to management and user communities.
* Participate in, support and enhance daily Operations opening and closing procedures.
* Create documentation and perform technical training to assist Help Desk team members and the end user support experience.
 
 
Skills/Abilities:
 
* Advanced knowledge of PC hardware/software principals and operating systems such as Windows XP/7.
* Knowledge of basic networking priciples.
* World class interpersonal skills to interact with a wide variety of internal and external personnel.
* World class communications skills with an emphasis on follow-through and urate data entry skills.
* World class written communication to be able to produce technical and procedural documentation.
* Personable phone manner to handle customer calls professionally.
* Ability to work effectively in a high pressure environment is lity to multi-task and coordinate problem resolution management.
* Ability to take initiative and plan effectively for themselves and those they lead.
* Ability to anticipate and prevent potential user problems.
* Experience in the use and support of productivity software such as Microsoft Office.
 
* Experience with audio visual equipment as is relates to connecting PCs to projectors and other conference room AV equipment.
* Must have excellent organization and technical documentation skills.
* Ability to work calmly under pressure and meet deadlines.
* Must be self-motivated and enjoy a sense of pride in their accomplishments.
* Ability to organize projects and tasks according to priorities.
* Able to work extended periods of time at a terminal or PC using a keyboard and mouse.
* Able to work flexible hours, including evenings, weekends, as project and system availability requirements demand. Share on-call duties with other members of the team.
* Must be able to lift 50lbs.
 Job LocationScottsdale, AZ USPosition TypeFull-Time/Regular