Main Objective:

Provide high level support to end users of computer equipment and systems maintenance to include workstations, software and peripherals, including Labs and Exhibits.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Installs, configures, maintains and troubleshoots hardware, software, computers, printers, and other peripheral devices and ensures effective use of hardware and software resources
• Collaborates with other company departments or IT teams (Globally & Offshore) to function as a liaison throughout the development, testing, and implementation of new product or operating system installs and/or upgrades ensuring end users are adequately supported
• Manages End User Support projects, attends project meetings to communicate status to appropriate parties, develops and disperses all levels of necessary documentation, and stays current with system information, changes and updates
• Managing Outsourced End User Support vendors locally and through APAC region with other IT team members
• Oversight of work conducted in APAC region by End User Support vendors
• Researches and evaluates available Standard technology and alternative solutions to make recommendations for modifications or additions to personal computer systems, hardware components, and software applications including researching costs, market options, and trends available to meet user needs
• Provides support for complex technical issues and initiatives related to assigned applications, systems, databases and/or other technical products and services in compliance with service level agreements utilizing diagnostic and other tools to maintain, troubleshoot and restore service or data to systems
• Provides CISCO phone support based on support rotation schedule and monitors ticketing system for incoming issues and Identifies, escalates and redirects problems requiring urgent attention to appropriate resources in compliance with SLAs
• Works directly on tasks and projects with Network and Data Center analysts; may provide some network and systems support as requested
• Creates, updates, and submits status reports, documentation, and procedures relative to assigned End User Support projects; conducts project and team meetings as necessary, and assists with related training
• Provides mentoring on technical matters to APAC End User Support Representatives including day-to-day questions from End User Support or other departments
• Will be required to share on-call responsibilities with other team members

Incidental Duties:
The above statements describe the general nature and level of work being performed in this job.

They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management.

Education and Experience:
High school diploma or equivalent required
Associate's and/or Bachelor's Degree in CS / MIS preferred
Minimum of four years of technical/systems support-related experience required
Prior experience in a manufacturing environment is a plus

Knowledge and Skill Requirements/Specialized Courses and/or Training:
Knowledge and experience with IT Helpdesk systems Required
ITIL practices preferred
Japanese speaking essential

Machine, Tools, and/or Equipment Skills:
PCs and have a command of Excel, PowerPoint, and Word plus any additional communications equipment as needed.

Reasoning Ability:
Ability to define problems, collect data, establish facts, and draw valid conclusions.

Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Mathematical Skills
Ability to comprehend and apply mathematical principles to the degree required to perform the job based upon job requirements.

Language and Communication Skills:

Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above.

Ability to verbally communicate ideas and issues effectively to other team members and management. Ability to write and record data and information as required by procedures.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential
functions. While performing the duties of this job, the employee is regularly required to talk or hear.

The employee is frequently required sit; use hands and fingers, to handle, or feel; and reach with hands and arms.

The employee must occasionally lift and/or move up to 30 pounds.

Vision Requirements:
Visual acuity necessary to do the job safely and effectively.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The area that this job is performed in is a general office or open cubicle/workstation environment. The noise level in the work environment is usually moderate.

職務レベル
スタッフレベル
雇用形態
正社員
職務タイプ
カスタマーサービス、IT・コンピューター
業種
医療機器製造業、病院・ヘルスケア

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