IT Support Centre Analyst

Job Summary: Provide customer service support to GNJ's field technicians. Assist them in working with their computer tools effectively and efficiently. Maintain devices/accessories, including inventory of assets for various toolsets, namely: iOS devices (iPad, iPhone), OwnCloud, JDE, AMPC and TMPC. Provide backup support to our mobile device administrator and the rest of the IT team related to various projects.

Main Work Activities: Activity A Customer Service

20%

• Assist end users via phone, email, with a wide range of questions, problems, and requests regarding their computer tools and connectivity needs in a timely, professional, and supportive manner
• Communicate announcements and policies to users and managers according to IT department instructions
• Review, prioritize, and/or escalate incidents and requests
• Assist in root cause analysis, investigations if necessary, and resolution of documents in the knowledge base
• Assist in the preparation of Toolset training materials and deliver technical training
• Activity B Administration

20%

• Ensure that toolsets/assets are up to date with the latest software/security versions (AMPC/TMPC)
• Assist in maintaining and monitoring the asset inventory database
• Update and action all assigned Service Desk tickets, capture troubleshooting and resolution activities. Take measures within the SLA, escalate as needed, and take ownership until closure
• Activity C Toolset Hardware/Software Support

40%

• Deploy hardware and assist in software deployment as needed for users across the country
• Provide training/orientation to users as needed
• Identify potential future issues (related to toolset hardware and software) and escalate if necessary
• Escalate any concerns or troubleshooting issues to senior IT staff
• Support various operating systems and applications
• Maintain and upgrade system hardware/software as needed with direction/support from senior staff
• Mobile device backup coordinator with iOS device configuration and service assistance tickets
• Activity D Toolset Research and Development

10%

• Research and learn about new computer toolsets and software products as they are introduced
• Attend factory training courses for new/upcoming computer toolsets
• Utilize and test new computer toolsets (JDE, iOS, Apps, AMPC, TMPC, Owncloud, etc.) for compatibility
• Assist in documenting current and new processes
• Escalate all viral threats and other security threats to senior IT staff (Cyber Security Admin/TIII + Management)
• Follow instructions from the lead IT staff regarding the planning, creation, and deployment of security and device management updates
• Identify process improvement opportunities, share with the IT team
• Assist the IT team in various tasks as needed and participate in various projects according to IT department directives
• Activity E Liaison with Automation and Technical Training Departments

10%

• Stay up to date on factory communications regarding software issues and new versions
• Work with Automation/Technical Training departments to identify software-related issues
• Work with Automation/Technical Training and the factory to resolve specific equipment issues
• Work with Automation/Tech Training to ensure toolset computer updates are needed before attending training sessions