Technical Support Level 3

Duration: 1+ Year Contract 

Role Description : 

Provide infrastructure, network, switches, routers, telecommunication, servers. support. Subject area expert on video conference system operation and support. Provide next level expertise for computer systems (software, hardware) and equipment (printer, plotter, and telecommunication devices). Trouble shoot problems and equipment repair and replacement. Provide support for on-site conference meetings (video conference, webmeeting)

General Description : 

Experienced infrastructure technician responsible for the daily operations of server & client PC Support including the troubleshooting & break/fix of server & PC hardware, OS and ILO configuration, host & client software, network connectivity, account management, print queues, and tech support of video/audio conferences. Responsible for on-going infrastructure and data center maintenance & operations, change/problem management and project support.

Skills & Qualification : 

• CCNA and MCSE Certification preferred with proven troubleshooting, problem solving & root cause analysis skills. 
• Experience using Remedy or equivalent incident/request ticket-based management system. 
• Ability to communicate & understand Japanese is a plus, but not required. 
• Ability to provide clear and detailed project status reports & problem reports with root cause analysis. 
• Ability to setup/support multi-point audio & video conferences. 
• Ability to setup/support mobile wireless devices. 
• Ability to provide issue resolution after-hours and weekends as needed, both onsite & remotely. 
• Knowledge of Data Center infrastructure (Power/UPS, HVAC, etc) is preferred.

• In-depth knowledge of Microsoft Windows XP/Win7, Microsoft Server 2000-2012 and VMware is required. 
• Requires working knowledge of standard protocols and other technologies including but not limited to: Active Directory, DNS, DHCP, SCCM, SCOM, CiscoWorks, Linux/UNIX, VoIP, and wireless LAN. 
• Working knowledge/experience of PC imaging and remote control support tools. 
• Hands on experience configuring, troubleshooting, optimizing and managing physical and virtual Windows Servers. 
• Support/lead projects as assigned, on-time and within budget. 
• Coordination with 3rd party vendors to support break/fix, preventative maintenance and issue resolution for server, network, HVAC, UPS systems. 
• Professional demeanor with excellent written/verbal communication skills and a high level of quality & attention to detail to clearly communicate with the user community & executive management. 
• Requires ability to learn quickly and follow established processes to maintain & enforce corporate security policies. 
• Must be a strong team player and able to follow direction. 
• Must have excellent organization & time management skills to perform at a high-level within a fast-paced environment. 
• Ensure exceptional customer service & support with prompt problem resolution & follow-up with users. 
• Provide 24x7 on-call coverage and some schedule flexibility.
• Must be able to lift servers and network devices out of boxes and into rack or remove from server/network cabinets.