Technical User Support Analyst (IT Support)
Main Purpose:
Resolve client technical issues to return the client to productivity as quickly as possible; following corporate standards, adhere to signed service level agreements with manufacturing operation for manufacturing PCs, as well as Corporate IT standard for office PCs in Thailand.
Key Accountabilities:
- Resolve client technical issues (tier 1 and tier 2)
- Provide on-site support as well as support by phone and email
- Isolate and determine root cause of technical problem based on client input, understanding of the environment and remote management technology
- Determine effective resolution of issues by troubleshooting and analyzing computer system errors of moderate to difficult scope where analysis of situations or data require an in-depth evaluation
- Determine business impact of problem based on office support and manufacturing support criteria
- Provide technical support for hardware (printers, desktop, laptop, drivers, monitors, and MHDs) and Software (internally developed applications, productivity, computer operating systems, internet applications, and various drivers)
- Provide contingencies and preemptive planning to minimize the amount of down time particularly for the manufacturing environment.
- Operate in a “clean room” environment when required whilst minimizing the need to do so.
- Interact with internal and/or external escalation resources to resolve complex technical issues
- Recommend current supported software applications including mission critical MES (manufacturing execution system) and hardware appropriate to best meet client requirements
- Create and update knowledge base articles to improve service to clients including: develop written procedures, tips, reports, and support related material
- Acquire and maintain knowledge on newly purchased and existing supported desktop/manufacturing software, hardware, and Audio visual (AV) systems
- Coordinate communication and troubleshooting to determine impact of major system outages which effect the entire organization including building facilities such as building security and associated equipment
- Administrative tasks including purchasing procurement and vendor liaison, record keeping such as IT asset management and software licenses
- Assist with the testing of new or upgraded PC software and hardware releases as requested
- Develop solutions to a variety of problems of moderate scope and complexity
- Ensure that Medtronic's systems and the information on them are protected in accordance with Medtronic's Information Protection Policies and Standards, as well as best Information Protection practices
Skill, Experience and Knowledge:
Education / Experience;
- 2 years’ experience supporting desktop computers in a Helpdesk / Desktop tiered environment.
- Skilled in personal computer hardware and software in a business environment.
- Experience with three or more of the following: Windows 7/ Windows 10, MS Office 2010 including Outlook, Remote management tools, remote dial-in, Active Directory administration, virtual private network, office productivity tools, web-based applications, TCP/IP
- Formal training or certification in a strategic technology platform (e.g. Microsoft, Cisco) and other network standards such as TCP/IP
- Bachelor Degree in Science or Engineering (Computer Science, MIS, EE) or equivalent experience preferred.
- ITIL certification.
- Some experience in IT helpdesk or call center environment
