Strong hands-on experience needed on end user support for Windows PC and Mac related issues
REQUIREMENTS:
Strong hands-on experience needed on end user support for Windows PC and Mac related issues
Ability to assign and work on incident tickets through Service Now.
Ability to support meeting rooms including the TV's, polycom and other audio/Video conferencing hardware.
Ability to support new user onboarding and preparing necessary IT equipment's.
Ability to follow technical guides for retiring and wiping old devices (Work alongside asset manager).
10+ Speech to Text
Ability to work through Resolving end users issues related to hardware and software.
Well versed in note taking and gathering information on issues for ticket in Service Now.
Proactive mindset and eagerness to learn with enthusiasm for helping others.
Willing to get additional training from team members or attend available trainings.
Ability to fix issues and support all flavors of client operating systems including windows and Mac
Ability to support iOS and other handheld devices.
Knowledge of support for Microsoft Office Suite - Office 365 online and Desktop application.
Knowledge on various hardware platforms to troubleshoot and break fix hardware issues (particularly dell and Mac PC's) Working technical knowledge of many technology services to address down issues, deploy new and loaner laptops, answer questions about cabling, televisions, projectors, phones, peripherals (e.g. keyboards or mice), Mac and PC or escalation to the appropriated teams
Key Skills And Experience
• Utilize containerization technologies (e.g., Docker) and orchestration platforms (e.g., Kubernetes
• Knowledge in GCP and New Relic other similar cloud technologies.
• Possess strong API knowledge, ensuring availability and reliability.
Key Responsibilities:
• Application Monitoring.
• Proactively monitor application stability using Splunk and New Relic.
• Set up alerting and automated responses to minimize downtime.
• Perform root cause analysis and manage incidents for issue resolution.
• Monitor system performance, identify bottlenecks, and collaborate on optimizations.
• User Support.
• Assist users with UI-related issues and provide effective resolutions.
• Create and maintain user-friendly documentation for self-service support.
• Develop and maintain incident response procedures for rapid issue resolution.
• Enhance troubleshooting tools and processes for improved efficiency.
• Be proficient in the web application's user interface for user support.
• Diagnose and resolve complex technical issues affecting the web application.
• Collaboration with Scrum Team.
• Collaborate with UI/UX designers and developers to enhance the user experience.
• Actively participate in Scrum team activities, including stand-ups and sprint planning.
• Ensure seamless integration of reliability and performance enhancements into development.
• Collaborate with the team to prioritize and track defect and improvement request progress.
• Product Continuous Improvement.
• Maintain open communication with the Product Owner for product alignment.
• Ensure SRE tasks align with the product's strategic goals.
• Participate in backlog refinement meetings to prioritize SRE-related work items.
• Suggest UI improvements based on user feedback and usage patterns.
• Identify, document, and communicate defects and improvement opportunities.
Key Responsibilities:
• Project Planning and Execution:
• Develop comprehensive project plans and timelines for vendor connectivity migrations and data center closures.
• Lead and coordinate all project activities, ensuring adherence to established schedules.
• Identify and mitigate project risks and issues effectively
• Vendor Management:
• Collaborate with external vendors and contractors to procure necessary resources and services for project execution.
• Ensure vendor performance meets established standards and contractual obligations.
• Stakeholder Communication:
• Maintain clear and regular communication with internal and external stakeholders to provide project updates and gather requirements.
• Set and manage stakeholder expectations regarding project timelines and outcomes.
• Resource Allocation:
• Allocate resources, including personnel, equipment, and materials, to support project objectives.
• Optimize resource utilization to maximize project efficiency.
• Quality Assurance:
• Establish and monitor quality control processes to ensure the highest standards are met during network migrations and data center closures.
• Documentation and Reporting:
• Maintain accurate project documentation, including status reports, project plans, and relevant records.
• Provide regular status reports and presentations to executive leadership.
• Qualifications:
• Bachelor's degree in a relevant field (e.g., Information Technology, Network Engineering, Project Management).
• PMP (Project Management Professional) certification preferred.
• Minimum of 10 years of experience in network project management, specifically in circuit migrations and data center closures.
• Strong knowledge of networking technologies, data center infrastructure, and circuit migration processes.
• Proven experience in leading cross-functional teams and managing vendors.
• Exceptional communication, negotiation, and problem-solving skills.
• Proficiency in project management software and tools.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
JOB DESCRIPTION:
• Work with different types of Ethernet and fiber Cables . Follow cabling standards (TIA-568 standard) & fiber testing equipment
• Under break fix activities repair\replace faulty equipment and software to the applicable OEM recommendation, peripheral cabling (E. g patch cables used to connect wall blocks, line interface units, etc.)
• Tasks to be performed by FSO under onsite MACD’S are below
o Add/remove CSU/DSU
o Add/remove out of band access devices/modems
o Add a router, switch, firewall or its modules and cards (chassis-based or non-chassis based)
o Rogue device identification (tracing the cable from the switch to the end location)
o Wiping configs
• Use MS Visio to create applicable documentation and security and network related knowledge to perform these tasks (e.g., network diagrams, CMDB data, compliance documentation, DNS records, Change records)
• Perform Site surveys (including wireless LAN site surveys) to capture all in-scope equipment and related peripheral Equipment located at a Site, and to ensure all Site documentation is accurate and up-to-date and conducted in accordance with client and OEM standards.
• Provide support to network & security devices, un-racking, packing, installing and shipping equipment to multiple locations.
• Work on switches types like Access Switch, Core Switch, Server Farm Switch, Distribution Switch
• Perform RMA process
o Replacing network hardware,
o Label patch cords,
o Un-rack defective hardware,
o Install RMA hardware into the Rack,
o Repatch copper and Fiber cables
o Upgrade the hardware with JJTS standard code / IOS
o Complete UAT testing
o Ship back the old hardware
o Replace or install new network hardware
o Need to work with tools they will need to use to perform FSO work
o Screwdriver,
o Laptop,
o Hotspot,
o Console Cable,
o SecureCRT or PUTTY software,
o Working knowledge of WebEx / Skype / Teams and AWS
Perform troubleshooting on WAN/LAN/WLAN network/Contact Center network devices
Perform wireless LAN survey for break-fix with proper equipment & training
Local contact point for escalated / aged / outstanding incidents & iTASK
Local point of contact to follow up with NOC and local vendors (e.g. Telco, cabling etc)
Coordinate and manage communication with SDL, and J&J Network Team (e.g. incident update)
Follow up and support on operation team open RITMs
Support other initiatives like TLM, Capacity, Release, Problem management
Network equipment inventory and spares management (e.g. supporting / coordinate Physical inventory count)
Run reports from Network Tools (e.g. LogicMonitor, Netscout, Tornado, Prime etc) for Network CI as required
Perform CSR / MACD / Project work as FSO