Career


Techical Support Analyst II

State: California
Job Category: Information Technology
Job Code: 1522
# of Openings: 1

Description

DRAGADOS USA
CA HIGH SPEED RAIL

CA HSR PKG 2-3

SELMA CA
 

POSITION: Tech Support Analyst II

LOCATION: SELMA, CA

 

 

Job Description

Dragados USA is hiring a Technical Support Analyst II for their location in Selma, CA. The Technical Support Analyst II provides technical support to clients regarding the resolution of product hardware, software and operating system issues via phone, remote access or deskside support for all Dragados supported applications or products. Support the end users, including installation, upgrades, maintenance, troubleshooting, and diagnostics to determine solutions and alternatives. Stays current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings.

 

 

RESPONSIBILITIES:

* Provide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone, remote access and deskside support for all supported applications or products.
* Responds promptly and professionally.
* Analyzes client issues to determine if resolution can be found on initial call or if second level support is required. Supports and installs upgrades and assists in all technical problems (i.e.. performance, security, etc.) for the Dragados USA supported products.
* Effectively troubleshoots, replicates and develops workarounds for client issues.
* Documents and communicates the results to the client and/or Corporate IT.
* Maintains appropriate records of client contact.
* Ensures case notes thoroughly detail the problem/resolution, are comprehensive of the issue and are professional.
* Provide on-site assistance on issues that could not be resolved via remote tools, install or upgrade software or develop custom solutions for all client server products.
* Performance issues related to client infrastructure integration are referred to a peer with specialization in the particular platform or application ( Lan/Wan, Client Server, etc)

*Manages all new hire IT equipment from ordering, to set up, to off-boarding and works with HR Department and Office Manager to establish all equipment for new hires as well as existing equipment for employees.

* Assists in new product pilots and roll outs to other departments and clients. Acts as liaison between Implementation, Client Services, Management and Corporate Support to ensure high impact problems are resolved in a timely and satisfactory manner.
* Provide technical support to all levels of Service Support Specialists regarding the resolution of product and client issues.
* Mentors and trains newly hired associates to ensure successful integration into the role.
* Identifies training needs for the department and assists with training development programs. Provides feedback to management.
* Acts as a team leader in the absence of the manager by prioritizing critical issues, providing direction and ensuring appropriate client support is delivered in a timely and effective manner.
* Stays current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings.
* Remains proficient on networks, operating systems, hardware, software, databases, browsers and related products.

* Manage vendor and consultants while onsite.
* Assists in developing internal documentation to support new features and procedures for product enhancements.

 

 Performs other related duties as assigned.

QUALIFICATIONS REQUIRED:
* 1 - 3 Years Technical Support, Client Services or equivalent experience

* Bachelor’s Degree in Computer or MIS discipline.

* Ability to travel when needed

* Able to lift 50 lbs. and stand for long periods of time.

 

DRAGADOS IS AN EQUAL OPPORTUNITY EMPLOYER





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