Client Services - Site Administrator - Level II/III Support Roles

Skills/Qualifications:

The Client Services Support Technician is responsible for addressing the following:
• Help Desk calls from company user base
• Creates the initial record of the request
• Resolves all Level One end-user problem
• Identify, evaluate and solve end-user workstation problems
• Support and train end-users in a wide range of software applications
• As needed; read, understand and apply complex technical information
• Contacts third-party vendors for warranty service repair
• Maintains punctual and predictable attendance
• Assist site with after-hours support needs
• Member of on-call after hours rotation for supporting all sites
• Ability to work with minimal supervision, while communicating with site administration and other team members
• Work closely to learn and share technical skills with other team members
• Good Communication Skills
• Able to lead medium sized projects and contribute solutions to knowledge base.
• Master new computer technology
• Maintain cooperative working relationships
• Demonstrate sensitivity to, and respect for, a diverse population
• Mentor junior level technicians with technical training
• Dedicated Customer Service skills
• Active and supporting team member with eager, can-do attitude
• Strong knowledge of current desktop and laptop operating systems and hardware
• Ability to install and troubleshoot Microsoft Office and other desktop applications
• Skilled network and printing troubleshooting and problem resolution
• Ability to quickly learn and adapt to new technologies and processes
• Familiar with Terminal Services, Bomgar, Citrix, VPN, Remote Desktop and other remote access applications
• Must excel in an environment where exceeding customer expectation is the key objective
• Strong reading, documentation and basic math skills are required

Responsibilities:
• Provide technical software, hardware and network problem resolution
• Perform question/problem diagnosis and guiding users through step-by-step solutions
• Identifies, diagnoses, and resolves problems for users of personal computer software and hardware, network, and internet connection problems
• Clearly communicate technical solutions to end-users in a user friendly, professional manner
• Provide one-on-one end-user training as needed
• Escalate more complex end-user problems to the appropriate infrastructure team members
• Provides one-on-one end-user problem resolution over the phone for company approved Personal Computer (PC) software
• Assists in creating materials for end-user frequently asked questions (FAQs)
• Conduct hardware and software inventory database maintenance and reporting, and perform related work as required
• Orders, delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals
• Diagnose and resolve end-user network or local printer problems, PC hardware problems, e-mail, Internet, and network access problems
• Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements
• Performs desktop hardware repair for PC equipment and peripherals not covered by third-party vendor maintenance agreements
• Helps install local area network cabling systems and equipment such as network interface cards, servers and switches

Skills/Qualifications:
• Basic knowledge of current desktop and laptop operating systems and hardware
• Can install Microsoft Office and other desktop applications
• Able to follow established troubleshooting and other process documentation • Good communications skills.
• Can relay technical information in a manner the customer will understand
• Strong reading, documentation and basic math skills are required Supervision:
• Ability to work with minimal supervision, while communicating with site management and other team members to learn and share technical skills
• Ability to work with site management and direct manager to identify site impacting issues

Education:
• Two years college level course work or equivalent
• Microsoft / Cisco Certification not required, but preferred

Experience:
• 8+ years providing end-user phone support for current PC desktop and application software OR
• 8+ years installing, upgrading, troubleshooting and repairing personal computers in a network environment.

SPECIAL REQUIREMENTS: Candidates must be able to sit for prolonged periods of time in front of a computer. Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking.

Should be familiar with some/all of the following applications:

o Microsoft Office Suites (2003 to Current version)

o Microsoft Exchange Management

o Microsoft Active Directory

o Microsoft Windows Server and Workstation Operating Systems

o DELL laptops/desktops

o Windows Surface pro/laptops

o AirWatch

o WebEx

o Oracle

o Java

o Terminal Services

o Cisco CUMC

o FTP, Telnet, DOS

o Remote Access tools

o Endpoint Security

o Cisco VPN

o ManageEngine Suite

Compensation and Benefits:

TTM offers a variety of health and well-being benefit programs. Benefit options include medical, dental, vision, 401k, flexible spending and health savings accounts, accident benefits, life insurance, disability benefits, paid vacation & holidays. Benefits are available on the 1st of the month following date of hire. For some positions, only PTO and holiday benefits are offered.

Compensation ranges for roles at TTM Technologies varies depending on a wide array of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At TTM Technologies, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on each individual set of circumstances. A reasonable estimate of the current range is:
$60,415 - $100,692

Additional compensation: An annual or quarterly company bonus may apply based on position assignment. Positions hired for alternative shift may be eligible for a shift premium based on the assigned shift and location.

Export Statement:
Must comply with TTM Export Control Policies and Procedures and all applicable laws including ITAR, EAR and OFAC including but not limited to: a) being able to identify ITAR product on the manufacturing floor and understand that access to these products and related technical data is restricted to only US Citizens and US Permanent Residents; b) recognition of Foreign Person visitors by badge differentiation; c) understand and follow authorization procedures for bringing foreign visitors into facilities (VAL); d) understand the Export and ITAR requirements for shipments leaving the US; e) manage vendor approvals for ITAR manufacturing and services.