Administrator

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Job description:

Location: Memphis, TN Support, to the extent permitted by FedEx and using processes and technologies approved by FedEx.Requests include break/fix for pcs, laptops, tablets, desk phones, printers; set up/configuration of newdevices; troubleshoot hardware and software issues; phone consultation, intermediary between end usersand FedEx technical support (Infosec, email, networking, encryption, wireless); asset disposal and datasecurity.

Tech Skills
Familiar with basic computer and network troubleshooting techniques and methodologiesPC Troubleshooting tasks
Troubleshoot consumer replaceable hardware, BIOS, Driver, OS, FedEx Software
Installing Printer drivers, IP Printing/Cloud Printing
OneDrive Setup and migrations w/ OneNote Cloud Sharing
Attempt Data Recovery on failed systems
Troubleshoot Encryption issues Troubleshoot Password issues
MacOS troubleshooting, applying OS updates, encryption, and Office for Mac 2016 foremployees using iPlanet and O365
Mac LAN / WAN connectivity troubleshootingNetwork Troubleshooting task
Diagnose cabling issues
Network port connectivity verifications
Locating rogue networking devices
Networking component swapouts (Router, Switch, WAP)
Ability to become familiar with FedEx approved hardware
Cisco VOIP installation and troubleshooting supportLAN / WAN support and troubleshooting
Ability to utilize TACACS to view switch information
Ability to utilize NetDB to perform port assignments
Customer Communication Skills
Ability to maintain composure with challenging customers
Able to direct customers to correct support groups
Time and resource management
Workload Prioritization
Sense of urgency
Need Spotlight and Tech Service KB access
Due to testing environments...must be able to support all field equipment that FieldTechs support i.e. PSCAN, STARBASE, POS, FSM, Ship N Get, Drop Box.Additional skills & Support required
Freight Level of support provided prior to Execnet
Manage Freight HQ PCL
Tech would order pc equipment through freight depot
Break/Fix / Temp replacements Escalated with Freight Depot
Cell support tech setup/troubleshooting of cell phones (non mgmt. included)
Ready and assist with video conferencing equipment
New board room video equipment
Will have some assistance with Video Conference Room support
Maintain Video Conference Equipment
Point of contact for Level 3 video conferencing Point to point bridging
Networking Troubleshoot, cross-connects, monitor port utilization, Wireless APswap-out, Switch Install/Swap-out
Work w/ Network Engineer
Cisco VOIP support (Install / Troubleshooting)
Intermediary between multiple support groups
Setup and troubleshoot new-tech non-standard devices (Typically PC equipment,accessories)
Setup and troubleshoot Apple Devices (iPhone, iPad, MacBook, iMac, MacMini)

To provide support for on call escalations and doing root cause analysis of given issue
To independently resolve tickets within agreed SLA of ticket volume and time
To adhere to quality standards, regulatory requirements and company policies
Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcl.com for investigation.

Set alert for similar jobsAdministrator role in Tennessee Ridge, United States

Company

HCLTech

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 years

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