Posted: Saturday, January 6, 2018 2:55 AM
Job Description Summary This position will be located on-site with the client in Phoenix, Arizona . The Helpdesk Engineer is the primary point of contact for the end users for IT support. Regular activities include Production Support for Structural applications like Revit, AutoCAD, Pc imaging, desktop support, MS Office support, Line of Business application support, connectivity troubleshooting, asset management, patch & AV management, and end user provisioning/access management. Duties and Responsibilities: · Provide Tier 1 support to Production applications (AutoCad, Revit, Microstation, Rhino V5,Maxwell V-Ray for Rhino, V-Ray for Revit, V-Ray Sketchup, Sketchup Pro 2017, Sketchup Podium, Risa 3D etc.) · Performs configuration changes, updates and upgrades to systems and applications as directed. · Manage Licenses, Setup new laptops with License Compliance Server. · Create new user accounts in various applications. · Be the main point of contact for IT support service requests and incidents. · The creation, updating, and deployment of standard PC images · Coordination with suppliers of PC, tablets, printer & PDA for warranty repair calls and replacement of equipment as required · Tracking of service requests/incidents by entering data into service desk system and ensure response, work commitment and resolve times are within SLA guidelines (entire life cycle) · Perform initial response to end user on-site, via telephone, email, chat, or the web. Response must be fast, knowledgeable and professional · Perform service request / incident escalation and coordination as required by Service Level Agreements (SLAs) · Maintain a reporting framework for tracking and measure performance as it relates to SLA response, work commitment, and resolution · Proactively resolve any potential SLA failures that are occurring. Engage supervisor as necessary to assist with correction. · Perform daily review of open and closed tickets looking for trends, warnings or potential signs for any type of trending technology problem. If located immediately communicate with your management. · Validate troubleshooting methods to ensure the root cause of the technology problem is being addressed and avoiding problem re-occurrence. · Build confidence with end users and client through communications and unwavering sense of urgency in resolving customer reported problems. · Think forwardly, look for potential problems and be transparent with Management about areas that need to be addressed before becoming a problem for our clients. · Work closely with Management to ensure best practices are established to ensure maximum efficiency are achieved for the support of the end user environment. Basic Qualifications · Strong analytical skills with demonstrated problem-solving ability · Ability to work with and help solve technical issues with non-technical staff · Previous experience in which high levels of initiative, judgment, and tact have been demonstrated · Proven ability to operate in extremely high-pressure situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism. · Must be willing to work in a fast paced and growing environment where some travel may be required. · Ability to develop clear, concise documentation. · Experience in procurement, inventory and asset management of IT equipment as well as IT lifecycle. Qualifications: · Preferred candidate will have relevant technical certifications such as A+, Network+, and/or MCSA. · High School or College Graduate · Minimum 3+ years’ experience supporting computers/end users in an on-site environment with issue management, process workflows, and administration functions · Proven skills in hardware/software troubleshooting and deployment including mobile devices · Proven ability to work successfully with limited supervision · Ability to work varied shifts, including weekends and holidays as required Company Description The very basic foundation of Terralogic has been to provide Technology Services for the Connected World. Our core DNA is in tying deep Engineering expertise to our Customers road map and business needs to bring true partnership! We work from product conceptualization, to product maturity, decline & sustenance by investing in a broad range of technical skills and domain experts with an eye on stability and increased productivity. We look at problem statements exactly the way our customers look at them and provide far reaching solutions at highly optimized cost levels. With a thousand plus strength, experienced management and best-in-class practices, we deliver world-class successes for our Customers!
• Location: Phoenix
• Post ID: 67847037 phoenix