Provide local site specific end user technical support. This will include general site IT maintenance, hardware and software support, long and short term projects support, contract ramp-ups and ramp-downs, etc. Supervise and actively prioritize the day to day activities of all Computer Services Operators at the site based on current projects and related helpdesk ticket load. Provide network, server, and telecom infrastructure support in accordance with the I.T. support model. Ensure the department goals for service levels are met. Effectively manage various client requests while being mindful of budgets, licensing costs, hardware deployments/requirements, and other such required items.
Ensure all internal issues are resolved in a timely manner by continually reviewing open issues in SOS by performing the requested work as well as ensuring the Computer Services Analysts maintaining appropriate service levels.
Provide a high level of technical support on all Stream and client specific software and hardware used within the site. Perform the building, installing, maintaining and upgrading of hardware and software on the local desktop, telecom and server level.
Responsible for general maintenance of local server, desktop and telecom environment including regular software patching, data backups, antivirus, service and process monitoring
Assist with supporting networks, gateways and e-mail communication by providing first line support for technical issues that may arise in day to day operations
Allocate all computer equipment to local site departments in addition to the allocation of portable machines for employees while traveling based on need requirements. Maintain all necessary statistical data for internal computer inventory Participate in determining standards for software and hardware.
Promote end user knowledge of Stream IT processes and procedures through standard communication methods. Participate in on-call cycle by carrying the on-call cell during scheduled shifts
Provide local site management with regular updates on IT initiatives including projects, upgrades and ramp plans.
Coordinate with clients and assist with providing IT solutions on a site contract scale. Assist clients with troubleshooting of client specific issues that may occur onsite.
Be mindful of budget requirements and balance the need for support versus the budget goals to be achieved.
Skill in providing an exceptional customer experience.
Skill in verbal and written communication to analyze, interpret and address customer needs.
Knowledge of contact services industry and best practices.
Knowledge of Intel-based and Macintosh computers.
Knowledge of Windows 2000, XP, 2003 & Macintosh platforms.
Knowledge of databases, reporting tools, and groupware applications, including email,LotusNotes.
Knowledge of NT4, Active Directory, Avaya and Cisco Networks
Knowledge of TCP\IP, routers, hubs, CSU/DSU and standard server configurations
Ability to work with minimal guidance or supervision in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
College education with a minimum of 3 years related experience.
Equivalent education or experience may be substituted for any of the above.
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