IT Support Specialist

IT Support Specialist

Location: Atlanta, GA 

Type: Full Time Min. 

Experience: Experienced

POSITION SUMMARY

The IT Support Specialist will assist customers and internal technical personnel with IT-related service issues and most particularly issues related to PLM and Team solutions received by the North American Call Center.  This position serves as first point of contact dealing directly with the customers to trouble-shoot and resolve issues, assist with installations, and identify and communicate business opportunities.

DUTIES AND RESPONSIBILITIES:

• Deliver the highest level of response to our customers service requests by phone and internet, respecting the customer contract;
• Trouble-shoot / isolate problems between OS and Lectra proprietary software or peripherals, PLM and Team solutions;
• Ability to resolve problems remotely and determine critical cases to escalate to Tier2;
• Follow service request until the final resolution;
• Ability to multi-task, identify, and communicate business opportunities;
• Assist with installation of Lectra software solutions;
• Log all service calls and daily activities into the service monitoring software (Oracle EBS);
• Candidate will possess a positive attitude and be willing to be part of a team.

EDUCATION AND/OR EXPERIENCE:

• 5-year degree in Computer Engineering/Services or related field experience.  2-year accepted if significant professional experience;
• MCSE or MCP certification a plus.

Minimum 2 years experience in:

• Relational databases : Oracle, SQL Server
• Application servers: JEE
• Web mail servers
• Programming : SQL, ETL, XML, scripts
• Operating systems : Windows, Unix, Mac
• Network, domains
• Virtual machines, Terminal Server, Citrix
• Microsoft Office products (Word, Excel, and Outlook)
• Electronic and electrical applications and trouble-shooting
• Software and hardware (CAM/CAD i.e. plotter, cutter) a major plus
• Knowledge of customers’ processes a plus: Style, Pattern Design, Textile design,…
• Computer Aided Manufacturing and/or Robotics software and hardware advantageous
• Must be fluent in English and Spanish; fluency in French a plus

POSITION QUALIFICATIONS:

This position requires a motivated self-starter with strong communication skills (English and Spanish, French a plus) and strong technical and trouble-shooting skills.  Must have thorough knowledge of collaborative solutions support. The position requires good PC hardware, software and peripherals knowledge, and to be familiar with network and internet technologies.

• Technical support experience in multi-tier applications;
• Good Oracle Database knowledge;
• Excellent computer skills and OS knowledge;
• Experience with Windows OS (Windows XP and Windows 7);
• Experience with Mac OS and Unix OS (Linux, AIX);
• Knowledge of  IP Networking (LAN/WAN, TCP/IP, Internet);
• Good organizational skills;
• Excellent verbal and written skills in English and Spanish (French a plus);
• Knowledge of reporting tools (Business Objects) a plus;
• Very strong customer service skills.

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IT Support Officer

IT Support Officer - Landon

Benefits and Salary :: Competitive salary and benefits package.

Closing Date :: 18 Jul 2013

Type of Position :: Permanent

Location:: London

Description::

The purpose of the role is to provide IT support to users within the business. This role covers a number of responsibilities that will be carried out in accordance with a rota defined by the Service Delivery Leader. 

Resolution of all IT support incidents and requests coming via the IT Help Desk. IT support provision in the UK and help to other business units outside of the UK. 

Helpdesk: 

Deal with requests and issues that come into the Help Desk including, but not limited to, the following types of support calls via phone, email and instant messaging: 

• Administrative changes including active directory, user account set up and group modifications. 

• Asset management of equipment including, but not limited to, mobile phones, computers and peripherals. 

• Remote installation of software. 

• General troubleshooting of IT hardware and software issues. 

• Focus on resolution of support calls to a first time fix. 

• Ownership of the issue from receipt until resolution regardless of the location. 

Central IT Support: 

Carry out IT wide duties such as: 

• PC builds for lease replacements delivered (remotely). 

• Projects as defined in alignment with the IT strategy. 

• Backup reporting for the UK offices (although tapes will be changed within the business unit itself). 

• Implementation and improvements to policies and process in alignment with the IT department governance requirements. 

• File restores where backup tapes are available within the library units. 

Business Unit Role: 

Carry out site specific duties that require a physical touch including but not limited to: 

• Backup tape changes. 

• Meeting room audits and remediation. 

• Physical touch escalations for items that cannot be resolved remotely. 

• Desk office moves on a scheduled basis. 

The post holder must at all times carry out his/ her duties with due regard to the Buro Happold Equality & Diversity Policy. 

Job Requirements::

Essential Experience: 

• Excellent IT skills. 

• A good working knowledge of all levels of support. 

• Knowledge of Microsoft products including all office applications and operating systems. 

• Experience of setting up and maintaining hardware and software systems.

• Very good communication skills. 

• The ability to listen, understand and defuse difficult situations. 

• Confident, proactive character, with the ability to deal with challenging situations. 

• Ability to problem solve and think on your feet. 

• Able to forward think and effect continuous improvement. 

• Prior IT experience essential. 

Qualifications: 

• Good secondary and/or equivalent education: A levels, HND/C or degree. 

• Industry related qualifications, for example Microsoft Certified (MCSE, MCSA or MCP), ITIL V3 Foundation or CCNA. 

Additional Attributes: 

• The core business hours are Monday to Friday 9am to 5:30pm however due to the nature of the role hours of work will need to be flexible and this role will be expected to work in a shift pattern to accommodate coverage within the team of expanded hours of 8am to 6pm. 

• Mobility to travel in role.

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