Minimum wage rate: $43.80
Bill rate: $60.00
Work location: Groton and New London CT, with some requirements in North Kingstown, RI / some availability for Hybrid
Vaccination required: Yes
Work hours: Hours vary. Coordination with the other team members to support the client needs is flexible. Typical workday is 0730-1630 with room for an earlier or later start to meet client support needs.
On Call: As needed
Extension: Yes
Contract to Hire: Yes
Travel: As needed - up to 15%
US CITIZENSHIP REQUIRED: Yes
Qualifications :
- University degree or equivalent experience with a focus in professional programming
- Knowledge and experience working in an ITIL driven environment
- Requires a solid understanding of Crestron Programming, DigitalMedia, Designer, and Technician skillsets
Job Description: Key Responsibilities: - Utilizes strong product, technology and industry knowledge to provide tier 2 support and services within the Audio/Visual environment.
- Collaborates with network engineers to produce detailed physical architectures that will lead to timely and successful deployment of management and automation systems.
- Understands the functionality and capability of a core set of infrastructure tools and provides guidance on the configuration and deployment of AV infrastructure tools.
- Expected to provide customization and integration with all AV equipment within the client environment
- Recommends process/procedure improvements as discovered.
- Completes assigned activities within schedule.
- Independently performs tasks in a focused domain. Supports maintenance of hardware / software, platform, customer proprietary, COTS, or Client applications from a domain specified area.
- Identifies and performs a variety of independent analysis and problem resolution assignments.
- Defines approaches and provides extensive business and/or technical expertise to attain objectives.
- Delivers and leads team in the delivery of Tier 2 remote hardware and software support services to clients to resolve product use and multi-product/platform problems, and/or questions relating to enterprise systems, networks and application software, as well as desktop applications that are beyond the scope of the clients first level help desk support function.
- Answer questions about installation, operation, configuration, customization, and usage of second level remote hardware and software products.
- Applies diagnostic techniques to identify problems, investigates causes and recommends solutions to correct failures.
- Provides alerts and situation status information to both client and Client management.
- Coordinates critical client issues as well as new product and/or system implementations.
- Monitors performance and ensures completion of operational processes including incident resolution, root cause analysis, change management, and continual service improvement in accordance with Service Level Agreements.
- Prepares, approves and coordinates the implementation of technical documentation and ensures that technical and client documentation is clear, current, accurate and complete.
- Identifies, develops and conducts training needs for other analysts and clients as appropriate.
- May participate or lead defined projects activities.
- Initiates process improvements for internal and external clients.
