■ GENERAL DESCRIPTION ■
IS Level 3 System Support
Level 3 Technical Support is responsible for the following:
Server-side troubleshooting and break/fix of applications on Windows AD, Exchange, IIS, etc.
Client-side troubleshooting and break/fix of applications on Windows 7 / Office 2010 work stations.
Resolve support tickets related to client applications and hardware performance, peripherals…etc.
Apply and verify application updates and bug-fixes provided by developer.
Coordinate with other resources to develop test cases for office proprietary applications.
Strong understanding of hardware and equipment integration.
Create / Maintain standardized processes.
Manage environment using a formalized Change Management Process.
Support emergency application changes or business requests.
Create detailed / clear problem reports.
Create application documentation (e.g. system design, database schema, etc.)
Translate system and application document in both English and Japanese plus
■ WORK EXPERIENCE REQUIREMENTS ■
Administrator level knowledge of Windows 7.
In-depth knowledge of Office 2010 products (especially Excel macro’s) and Windows server administration.
Ensure exceptional customer service & support with prompt problem resolution & follow-up for local and remote end users.
Working knowledge/experience of PC imaging tools, remote control tools.
Experience with a formalized helpdesk ticketing system.
Must be a self-starter and be able to follow defined division processes.
Must work well within a diverse integrated team environment.
Excellent organization & time management skills in addition to a high level of problem solving and analysis.
MCP certification in Windows 7
Working knowledge of Active Directory, TCP/IP, DNS, DHCP, VLANs, SCCM
Workstation class computer hardware Support & Troubleshooting
Server Administration (Windows, UNIX & Linux)
Strong written and spoken communication skills in English and Japanese.