Support Analyst

 
Location: San Jose, California
Posted On: 9/8/2017
Job Code: Support_7050
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Job Description
 
Duties & responsibilities:
• Provide support for Unified Communication products (IP Phones, Jabber (Windows, Mac, iOS, Android ),Unity Connection, WebEx products, and TelePresence
products
• Provide resolution of procedural, process, information and technical problems for requests from internal client base submitted by automated means
• Responsible for continuous high levels of customer service and professional assistance front end user environment
• Remedy Case Handling
• Minimum 40 cases resolved a week
• Analysts are expected to open cases for any and all work done for ACE users in order to track productivity
• SLA standard: assigned-respond 24-36 hours, average resolved 2 business day
• Extensive troubleshooting cases resolved within 4-5 business day
• Tier 1 type cases (i.e., password, account requests, setup) resolved within 48 hours
• Pending cases-updated/followed up minimum every 48 hours
• Responsible for completing all projects assigned (Average 2-3 per month)
• Projects are to be completed as outline in the original email
• All project work should be completed by the due date provided
• Analyst should notify lead via email once their portion has been completed
• Attend weekly Tier II meetings
• Assist in other areas of ACE as needed

Experience Required
• The candidate should have experience with Unified Communications Manager, Unity Connection, and WebEx applications and conferencing.
• Candidate should have a working knowledge of Windows based systems and applications such as Office and Internet Explorer (Essential)
• Experience with smartphone device
• Working knowledge of MAC based systems.
• Experience with Video Conferencing and Video technology such as TelePresence Management Suite or TelePresence VCS Control is a plus.
• Experience with Collaboration tools is a plus.
• Candidate should also have knowledge of Remedy incident reporting system for processing client requests. (Desirable)
• This person should have a collaborative work ethic and an ability to work in a fast pace, ever changing environment.

Work Skills
• Desktop support experience
• Demonstrate the ability to analyze, troubleshoot, and resolve issues of varying complexity with minimal supervision
• Apply established solutions to solve known issues and assist in the development of solutions for new issues
• Manage multiple, simultaneous projects and cases while maintaining predefined service levels and high customer satisfaction
• Communication and writing skills (ACE analysts will be communicating with clients regarding their support case via email, IM, or phone)
Category:IT  code:new
 
 
Job Requirements
 
 
Direct3D,Management,Remedy,Windows 2000,Windows 2003,Windows 98,Jabber,TelePresence
 

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Contact Details
 
Recruiter
Ashish Kumar
 
Phone
 
E-mail Address
 
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