Contract, Senior Analyst, End User Services

ESSENTIAL FUNCTIONS

Primary duties/responsibilities:

• Handles global support coverage with a primary focus of the second shift, 12pm to 8pm, PT.
• Provides back up support to the primary MTV Technical Support person in the office and in the laboratories.
• Responds to queries over the phone, email, self-service, walk-ins, and remotely.
• Manages ticket queues in a manner that achieves defined SLAs.
• Categorize and prioritize incidents.
• Performs Incident ticket processes; Responds to assigned tickets (routine and urgent) within the timeframe specified by the current service level agreement and works issues through to resolution; Maintains appropriate documentation within the Incident system as determined through periodic ticket quality reviews.
• Performs software installation processes and software troubleshooting via remote control tools.
• Follows standard operating processes for routine situations and asks for guidance in new or unusual situations.
• Performs effective incident escalation to level 2 and 3 groups when necessary.
• Assists in the setup and support of teleconference and A/V needs for PTC clients.
• Follows standard operating processes and best practices for all service situations.
• Keeps clients informed of outages and statuses; provides and recommends alternative connectivity methods during outages.
• Responsible for project participation including system upgrades, service improvement initiatives and service requests.

KNOWLEDGE/SKILLS/ABILITIES REQUIRED

Must be fluent in Japanese.

• Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways.
• Complete understanding of ITIL best practices.
• Comfortable working within a team, but able to work independently.
• Excellent phone skills.
• Intuitive about escalating issues to keep the resolution process moving at an acceptable rate.
• Customer service oriented.
• Windows 7, 10 & 11
• Mac (Apple)
• Active Directory
• MS Teams and Microsoft 365.
• Service Now trouble tracking system experience.

• Minimum level of education and years of relevant work experience.

• A minimum of 2 years of related experience.

Special knowledge or skills needed and/or licenses or certificates required.

• Excellent planning, organization, and time management skills including the ability to support and prioritize multiple projects concurrently.
• A+ Certification Preferred.

Travel requirements

• 0-10% local travel.

• Mainly office work.
• The ability to lift at least 60 lbs. occasionally will be required.
• Occasionally lift boxes.
• Occasionally crawl under desks.

Expected Hourly Salary Range

$42 - $50 - $58 USD per hour. The hourly rate offered will be contingent on assessment of candidate education level, background, and experience relative to the requirements of the position they are being considered for, as well review of internal equity.