Dell Sr Analyst, IT Technical Analysis in Taguig, Philippines
PRINCIPAL DUTIES AND RESPONSIBILITIES
Communicate highly technical information to both technical and non-technical personnel. Provide outstanding customer service and world class support in a large, fast paced, highly pressurized, corporate environment.
With minimal supervision, troubleshoot, trace, and repair connectivity problems from the jack to the Patch/PBX panels in both LAN/WAN and Telecom environments.
Working knowledge of call tracking systems and ability to log/update/close tickets, prioritize issues and balance workloads bringing customer problems to full resolution.
Working knowledge of Voice/Telecom systems (experience with NEC and/or Nortel preferred, CISCO VOIP), Apple iPhone/iPad, Samsung Android mobile platforms and deploy new phone and voice mail extensions, with support required as needed.
Working knowledge of networking (wired and wireless), protocols (TCP/IP and subnetting), VPN, and basic networking troubleshooting skills.
Provide on call support as part of an on call rotation schedule; provide onsite and remote support, some travel within Southeast Asia may be required.
Will need to manage and process assets including: Procurement of client hardware and software and prep for customer use or return to corporate; Provide software license management support including inventory and license policy enforcement duties.
Knowledge with appropriate networks, products and protocols
Proficient in Microsoft Office 2007/2010/2013 applications, Visio, Project, etc.
Working experience of ServiceNow, Skype for Business, Macbook Air/Pro, video conferencing systems like Cisco MX300, Cisco Telepresence, Cisco Call Manager, etc.
Ability to work effectively with senior management
Good Sense of urgency
Excel in a high-pressure environment
Demonstrate Customer Service focus and skills
Possess independence and able to function in remote teams
Education Required: Associate (Technical)
Experience Required: 3-5 Years