MDM SOTI

Job Description

I. Under general supervision, configures and installs moderately complex
software for IT users desktops and mobile devices. Provides
intermediate technical support (through Tier 2) for software and
hardware of end-user computing. Provides troubleshooting to readily
identify problems and/or technical issues and escalates to appropriate
staff for resolution.
II. Duties and Responsibilities include the following. To perform this
job successfully, an individual must be able to perform each duty
satisfactorily. Other ancillary duties may be assigned.
* Processes more complex help desk tickets passed on from ITSC.
Provides moderately-complex functional support of applications,
isolates issues and distributes ticket to the appropriate team for
resolution.
* Isolates higher level issues by reproducing the incident,
identifying invalid data within the database, and/or tracing
transactions through infrastructure to identify failure point.
* Creates DB scripts to correct invalid data within the database.
* Facilitates the resolution of tickets passed on to any Tier 3
support group, working with external vendors as needed.
* Creates and updates Support and User Guides.
* Delivers post-development support (including client installations).
* Provides management ticket reports, Pareto Report, and various
others.
* Contributes in creation and modification of system or application
monitors.
III. Supervisory Responsibilities
This job has no supervisory duties.
IV. Qualifications
The requirements listed below are representative of the qualifications
necessary to perform the job.
A. Education and Experience
Required: Bachelor's Degree in Computer Science, MIS, or similar area
of study. Minimum of three years of previous experience required. An
additional four years of related experience may substitute for the
Bachelor's degree.
Preferred: Bachelor's Degree and three years of related experience.
B. Certificates, Licenses, Registrations or Other Requirements
Preferred: Help Desk Certification, A+
C. Other Knowledge, Skills or Abilities Required
Intermediate knowledge or skills in one or more of the following is
required:
* SQL queries and scripting.
* Document user, support and maintenance procedures.
* Document standardized communications to users and management.
* Customer service skills including conflict resolution.
* Effectively communicate with staff, management, end users, and other
customers.
* Ability to conceptualize end user steps and processes to readily
identify the issue/problem.
* Troubleshooting PC problems and issues.
* Problem solving and analytical skills.
* Trains less experienced end users and staff in resolving more
complicated PC technical issues and processes.
* General knowledge of PC systems, hardware and software.
* Knowledge of Software functionality.
D. Other Knowledge, Skills or Abilities that Contribute to Success
May require intermediate skills in one or more of the following:
* Remedy Action Request System (Help Desk System).
* Hardware and software support of on board computing systems.
* Knowledge of PC remote access functions and usage.
* Various databases, applications, and technologies including but not
limited to: (add desired technologies, databases, and applications
here…)
V. Work Environment and Essential Functions
Listed below are key points regarding environmental demands and work
environment of the job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential
functions of the job. [Note: the following is defaulted for office
setting position]
* Required to use motor coordination with finger dexterity (such as
keyboarding, machine operation, etc) most of the work day;
* Required to exert physical effort in handling objects less than 30
pounds rarely;
* Required to be exposed to physical occupational risks (such as cuts,
burns, exposure to toxic chemicals, etc) rarely;
* Required to be exposed to physical environment which involves dirt,
odors, noise, weather extremes or similar elements rarely;
* Normal setting for this job is: office setting.

Greetings from Millennium IMS



About Us



A 200 Million net worth world leader in Robotic Process Automation and Managed IT Services with customers in Banking, Health care, IT, Telecom, Oil and Gas & Finance.

Millennium is Indian based privately held firm, with presence in India, USA, Singapore, Malaysia, Russia, Germany, Poland, Romania & Dubai

One of the top vendors to 10% of Fortune 500 companies.

Every year we deploy several employees across different parts of the world.

Operations in North America, Europe and Asia with over 25 presence across locations.

In India, Millennium is based at Manyata Tech Park for the third consecutive year.

Please visit - www.millims.com; for more information.

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