Help Desk Technician - Senior

Newark, NJ 07102 | 12 Months

Post Date: 06/23/18 Job ID: 8349963 Industry: Other

Description/Comment:

LOCATION: NEWARK, NJ 

THE CLIENT IS SEEKING A HELP DESK SPECIALIST IN CLOUD INFRASTRUCTURE - EMPHASIS ON AZURE 

What You’ll Get to Do: 
1. Setup and maintain Microsoft Azure Govt. Cloud environment. -> 80% 
A. Basic cloud setup with Microsoft and its certified partners 
B. Work with Panasonic IT for compliance and security 
C. Setup single/multi tenancy in the Azure cloud based on customer requirements
D. Experience with Azure monitoring technologies 
E. Basic understanding of database technologies, specifically MS SQL Server 
F. Understanding of Saas, PaaS and IaaS business models. 
Escalated Issues from Tier#2 and Tier#3 - Technical support (10%) 
A. Understanding of Incident Management and Escalation workflows 
B. Resolve customer problems that are escalated from the help desk and field service 
team with regards to cloud setup, administration and monitoring 
C. Update Knowledge base through Sugar CRM 
D. Find common issues coming up from support team, factory and other 3RD party partners 
and update the team on a regular basis 
E. Escalate tickets to Microsoft support or to Panasonic factory engineering and 
development team, depending on the nature of issue. 
F. Maintain a high level of product and industry knowledge to assure optimum product and 
customer support. 
Troubleshoot and repair (5%) 
A. Troubleshoot customer issues as required. 
B. Maintain records and billable services. 
Investigation and Escalation (5%) 
A. Escalate all customer issues and problems with engineering and factory while providing 
customer’s timely feedback on progress of their issues and maintaining records of all 
escalated problems. 
B. Document and share newly found information or trouble shooting techniques with other 
hotline, engineering, technical service managers and field service teams.

 


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