Prezentarea companiei
Procesul de recrutare
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Job: Helpdesk Lead Engineer 29 Mai 2009 |
Descrierea postului:
To manage the helpdesk, deliver technical support to the customer and to ensure that the service level agreements (SLA’s) are met.
Roles and Responsibilities:
To provide leadership and coaching to the helpdesk team
To set up a helpdesk for all software and hardware related to the Romanian passport project.
To set up a measurement system for the service level agreements (SLA’s).
Providing technical phone support to customers and other support engineers. Providing on-site support to customers.
Installation and configuration of system components (hardware and software). Training of operators on system usage.
Diagnostics and Testing of Hardware, Software, Network Problems.
Hardware Repair of Equipment (ex. Replace hard-disks, power supply, UPS Batteries, Printer Maintenance).
Software troubleshooting (ex. correcting installation or configuration problems).
Maintaining system inventory including spare parts and consumables.
Hardware Preventive Maintenance.
Provide, generate and maintain documentation.
5×16hrs on call support and emergency call supprt outside these hours
Link with support teams internal 3M and external 3M
To manage the helpdesk, deliver technical support to the customer and to ensure that the service level agreements (SLA’s) are met.
Roles and Responsibilities:
To provide leadership and coaching to the helpdesk team
To set up a helpdesk for all software and hardware related to the Romanian passport project.
To set up a measurement system for the service level agreements (SLA’s).
Providing technical phone support to customers and other support engineers. Providing on-site support to customers.
Installation and configuration of system components (hardware and software). Training of operators on system usage.
Diagnostics and Testing of Hardware, Software, Network Problems.
Hardware Repair of Equipment (ex. Replace hard-disks, power supply, UPS Batteries, Printer Maintenance).
Software troubleshooting (ex. correcting installation or configuration problems).
Maintaining system inventory including spare parts and consumables.
Hardware Preventive Maintenance.
Provide, generate and maintain documentation.
5×16hrs on call support and emergency call supprt outside these hours
Link with support teams internal 3M and external 3M
Cerinte:
Mandatory Qualifications and experience
Mandatory Qualifications and experience
- Post-secondary education in Computer Science, Engineering or related field.
- At least 5 years experience in providing technical support directly to end users covering the following:
- Hardware: Desktop workstations and servers, Tape Storage Devices (internal/external), RAID, Scanners, Commercial Inkjet and LaserJet printers
- Software: Oracle DBMS, Windows, Backup Solutions, Web Servers, Web Application Servers
- Networking: LAN Support, TCP/IP networks, ODBC, CISCO Routers, Hubs, Switches, Firewalls
- SAN, Fibre Channel
- Client Server Applications & Web Applications
- SQL server
- Leading and coaching helpdesk team (preferably) at a small company
- Understanding of Help Desk tools and trouble ticket tracking processes (Remedy)
- Understanding of support agreements and their implied service levels.
- Excellent communication skills (English and Romanian) both verbally and in writing.
- Communicating directly with customers using necessary tact.
- Successful candidates must qualify for a security clearance
Other skills
- Well organized
- Customer focused
- Is a self-starter
- Takes initiative
- Strong understanding of deadlines and commitment to schedules
- Performs well under pressure
- Detail oriented approach
- Team player
- Creative problem solving skills
- Excellent conflict resolution skills
- Can-do attitude
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