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外資系放送事業者でのClient Support Technicianの求人

求人ID:135561

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転職求人情報

職種

Client Support Technician

ポジション

担当者

おすすめ年齢

20代
30代
40代
50代以上

年収イメージ

年収イメージ〜640万円(経験・能力・前給などを考慮の上、当社規定により決定いたします)

仕事内容

Key Accountabilities
・Partnering with the business areas, determines what hardware and software will meet the functional requirements of the client, recommends when and how to upgrade, tests and implements solutions for the end-user environment. Documents, maintains and enhances work processes and standards for the business area’s technology needs.
・Supports client issues 24x 7 through on call rotation and through escalation from junior team members for hardware and software support. Makes judgment calls to replace or repair equipment, working with vendors on solutions, and working with other teams to implement new solutions. This includes restoration of service, providing end-user training, and any coordination of warranty repair through 3rd party vendors.
・Responsible for information technology planning, design, implementation and support of on-site or remote special event activities on request, may include supervisory responsibility for external contractors at the site.
・Supports and maintains the end user environment. This may include configuring new hardware, reviewing and addressing virus alerts, installing and troubleshooting software including patches, and performing tests.
・Documents, maintains and enhances work processes and standards in the area, including documenting procedures for troubleshooting and incident resolution/solution. Ensures compliance with relevant policies and regulations, and escalates any concerns as appropriate. May track trending of issues and escalate, as appropriate.
・Installs, supports, and retires hardware (e.g., desktops, laptops, thin clients, monitors, mobile devices, printers). Installs and maintains related software, and wipes data prior to destruction or reissue. Plans for and performs facility moves, including coordinating appropriate resources like vendors, IT team members, facilities team members, etc
・Coaches and supports the development of more junior team members.
・Assessing and resolving nearly all standard and many non-standard more complex problems, including those escalated by more junior team members.
・Troubleshooting user problems requiring a seasoned understanding of the IT technical environment; assessing the entire environment, including issues of compatibility and inter-operability.
・Maintaining composure and a professional manner at all times, including in stressful situations with clients.
・Provides direct support to executive management.
・Is courteous and tactful at all times with clients and IT colleagues. Diffuses problem situations effectively. Is always seen by clients as professional and helpful.
・Probes clients effectively to determine the actual nature or underlying cause of a user problem.
・Works to assess the client’s comfort level with technology, and potentially manage their anxiety and stress.
・Has strong orientation towards client service.
・Engenders confidence in clients during the most sensitive escalation issues and situations.

必要スキル

Critical Skills/Knowledge
・Possesses seasoned expertise in standard end user hardware and software in the IT infrastructure, and an area of specialized expertise where they can be a resource to other technical support team members.
・Understands the broader IT hardware and software environment, especially as it relates to the inter-relationship of end user technologies with the current and future applications and technical architectures.
・Has the expertise to independently handle nearly all routine and non-routine inquiries and problems.
・Has a good understanding of most specific technologies and systems that impact the end user environment.
・Possesses a strong and broad understanding of our services and departmental and cross functional business processes, and the ability to prioritize the criticality of a user area or application requiring support.
・Understands the technology organization and how different areas work together to resolve client or operational problems.
・Assesses client and business requirements with consideration of the tradeoffs between business needs, technology requirements and costs.

QUALIFICATIONS
3+ years of relevant experience in a technical support role or a college degree in an IT discipline with 1+ years of relevant experience. Relevant professional certifications desirable.

就業場所

就業形態

正社員

企業名

外資系委託放送事業者

企業概要

24時間365日連続発信するテレビショッピング企業

企業PR

業務カテゴリ

組織カテゴリ

備考

Country/Location: Japan/Makuhari
Department: IT
Reports to: Manager IT
仕事内容概要:
Experienced end user support technician providing direct client support in maintaining equipment and software used in the computing environment and able to resolve nearly all client problems. Performs physical on-site assistance and participates in migrations and rollouts.

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