Cloud System Support Analyst

Cloud System Support Analyst

Trimble Inc.
2-5 years
Not Specified

Job Description


Our Company
Trimble Transportation is in business for optimizing the movement of freight by providing shippers and carriers both mobility, enterprise and visibility software tools they need to run their businesses more efficiently. As the leading provider of Transportation Management Software (TMS), Asset Management Software (AMS), and Fleet Management Software (FMS) we are devoted to propelling companies in the trucking industry toward increased efficiency, lower costs and optimize operations.
Position Overview:
The Cloud Services Support Analyst will report to the Manager of Cloud Support, and will be a critical member of the company's cloud technical support team. Primary interaction will be between the users, customers, systems administrators and other systems engineers and administrators to provide effective technical services to our customers. As part of a strong technical IT customer support team function, the ideal candidate uses their technical and business skills to detect, investigate and resolve software and hardware problems experienced by the customer and attempts to resolve and appropriately route for expedited resolution.
Primary Responsibilities:
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail requests for assistance from users experiencing problems with cloud service.
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or system administration technical staff
Query user to collect information about problem and leads user through diagnostic procedures to determine source of error
Monitor the Anti-virus systems, customer disk, cpu and memory alerts for resolution.
Escalate issues on the support queue to aid in expedited remediation.
Provides a professional interface to the Systems Support function for the company
Determines whether problem is caused by software or hardware, and routes or resolves accordingto the best practices within the Team.
TTE Cloud Services is a 24/7/365 business hours operation),the may be cases that are expected to occasionally support the business needs outside of usual hours.
Additionally the position requires participation in the on-call schedule.
Logs and tracks calls using problem management database, and maintains history records and related problem documentation
90% Troubleshooting and ticket resolution
10% Potential project work/other duties as assigned
Required Skills:
Bachelors degree or equivalent experience preferred. Requires an associate degree or 2 year technical college in IS field.
1+ Years experience working in some type of help desk/end user support role environment
Good communication skills, both oral and written, service oriented, positive, flexible team player
Experience with Microsoft products (Windows desktop versions), (Server OS and applications platforms experience a plus) as well as MS Office desktop applications
Interaction and administration of VMWare and Windows OS components such as disk, cpu, RAM, permissions management, and Active Directory administration.
Working knowledge of LAN Networking, eg. TCP/IP concepts, DNS, DHCP, etc is a must
Practical knowledge of supporting desktop environment tools around anti-virus, application distribution software techniques, web browser support, hardware/software inventory
Aptitude for designing and coding software and a desire to do quality work
Ability to work with a large established software base to locate problems
Ability to apply critical thinking to address proprietary enterprise software issues in the midst of an increasing complexity of computer systems including interrelated issues involving hardware, network, and 3rd party applications.
Time management and prioritization skills needed to manage multiple requests with varying levels of importance and criticality.
The drive and natural tendency to keep their technology skills up to date
Ability to work in a team environment, troubleshoot technical software problems, and end-user consultation
Previous software support, knowledge of Microsoft SQL, Visual Basic 6, and relational database experience a plus
Ability to understand and effectively communicate how our applications can apply to a given customer's environment
Ability to guide a client through user misunderstanding or operational error
Ability to identify, analyze and fix 'faults' which prevent users connecting with their systems
Ability to answer customer questions and concerns over the phone, or in person, either resolving the issues with the customer or referring the problem to other technical personnel
Ability to work closely with other members of the team to communicate issues as well as involve specialized resources as necessary.
It is important to be able to relate to customers with varying levels of technical skills and understanding from the end-user, to the IT Manager, to the executive level
Technical background including exposure to networks and multi-user applications.
Proficient in using multiple application software packages for a MS Windows environment including Microsoft Office Suite
Internet service at home to support telecommuting when needed
Prior SQL and database experience strongly desired
Constant sitting and working at desk
Frequent verbal and written communication with team and other business associates by telephone, correspondence, or in person
Frequent lifting of folders, files, binders and other objects weighing up to 20 lbs.
Frequent opening and closing of heavy file drawers
Occasional bending and stooping to pick up boxes and equipment weighing up to 50 lbs.
Frequent walking and standing
Occasional driving of automobiles

Job Details

Employment Types:

Industry:

Other

Function:

IT

About Trimble Inc

Trimble is transforming the way the world works by delivering products and services that connect the physical and digital worlds. Core technologies in positioning, modeling, connectivity and data analytics enable customers to improve productivity, quality, safety, and sustainability. From purpose built products to enterprise lifecycle solutions, Trimble software, hardware and services are transforming a broad range of industries such as agriculture, construction, geospatial and transportation and logistics. For more information about Trimble (NASDAQ: TRMB), visit www.trimble.com .

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