Requisition Number: FS104363
Interest Category: Business Operations/Admin/IT
Interest Sub Category: Information Technology
Job Title : IT Deskside / VTC Support Technician
Employment Category/Status: full-time
Type of Position: Regular Hire
Country: U.S.
State: Massachusetts
City: Boston
Minimum Requirements: Bachelor's degree and 2-4 years' experience or equivalent.
Experience setting up VTC meetings.
Experience with and ability to configure and resolve complex issues using PC based systems running Windows 7, SWimage/Encore and related technologies in a geographically dispersed environment.
Outstanding customer service skills.
Experience setting up and troubleshooting networked and personal printers.
Some asset management experience as strong plus.
May be required to work evenings and weekends. Participation in a 24x7 on call rotation may be required. May be required to travel to SEC locations and data centers (<10% travel required)
U.S. Citizen or have legal right to work in the USA without sponsorship (Agency check will be required for this position)
Job Description: AECOM is seeking a mid-level IT Deskside / VTC Support Technician to join our team in Boston, MA.
Responsibilities:
• The primary duties of the Helpdesk Specialists include having a wide range of skills and knowledge in computer hardware and software as well as networking systems in use at customer sites.
• Requires experience in the set-up, configuration, use, and trouble shooting of computers.
• Desk side Trouble shooting
• Provide advanced technical deployment support for PC and related systems using Windows 7, SWimage/Encore, Citrix and related technologies in the SEC environment.
• Responds and follows-up on internal and external customer support problems.
• Responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system.
• Responsible for providing telephone support to end-user community on hardware, software, and network related problems, questions, and use.
• Providing first and second -level problem resolution on the telephone with users; and walks the user through a series of steps to determine problem; classifies level, priority, and nature of problem.
• Setup and support VTC conferencing sessions as requested.
• Experience operating and maintain VTC and AV equipment and related services (Preferred)
• Identify, diagnose and resolve complex VTC, AV and network problems (Preferred)
• Opening, tracking, and closing trouble tickets; ensures problem ownership and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned.
• Assist end-users and IT specialists by phone and email with first-level technical support
• Work with Tier II and other groups to resolve technical problems.
About AECOM
With nearly 100,000 employees — including architects, engineers, designers, planners, scientists and management and construction services professionals — serving clients in more than 150 countries around the world following the acquisition of URS, AECOM is a premier, fully integrated infrastructure and support services firm. AECOM is ranked as the #1 engineering design firm by revenue in Engineering News-Record magazine’s annual industry rankings. The company is a leader in all of the key markets that it serves, including transportation, facilities, environmental, energy, oil and gas, water, high-rise buildings and government. AECOM provides a blend of global reach, local knowledge, innovation and technical excellence in delivering solutions that create, enhance and sustain the world's built, natural and social environments. A Fortune 500 company, AECOM companies, including URS, had revenue of $19.2 billion during the 12 months ended June 30, 2014. More information on AECOM and its services can be found at www.aecom.com.
FSSEISM
EOE M/F/Disability/Veteran
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