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You will be a part of a very knowledgeable, skilled team of level 2 End User Services technicians. Our team ranges across the Americas supporting the internal employees of Informatica. End User Services is a very collaborative, fun, customer centric group, which strives to provide world class customer service to our users.
You will be responsible for providing IT support across a wide range of services to internal Informatica customers for the Americas region. A key part of your role will be to work closely with IT's regional customers to better understand their needs and to propose technical solutions to day-to-day business problems. The role is based at Informatica's Redwood City, CA office and reports in to the End User Services Support manager for the region.
You have extensive experience with front line and second line IT support. Must have strong customer focused skills with a service and solution orientated approach dealing with users. Strong communication skills and be able to influence and persuade people. Must be analytical and able to apply structured approaches to problem solving. Must be well-organized, good at prioritizing and attentive to detail. Excellent time management skills and ability to work to strict timescales. Must be self-motivated and have the ability to work alone as well as in a team.
Your Responsibilities • Being the local IT point of contact for the business • Collecting feedback from customers and acting as a translator between IT and the business and understanding how Informatica's business works • Acting as a technical consultant for the business, solving technical problems that add business value • Initial setup of IT services as part of the new hire process (incl. delivering IT induction) • Ongoing configuration and maintenance of IT supported hardware and software standards • Software and hardware installation, setup and configuration (e.g. system imaging) • Software and hardware fault analysis, troubleshooting and fault resolution • Ad hoc setup and configuration of desk telephone equipment and softphones • Provide second level application support for various productivity applications and tools • IT support as part of project roll-outs and migrations • Providing executive support and specialist event management support • Providing emergency support for regional sites • Representing regional customer needs when working with other IT teams • Ensuring that IT services meet and at times exceeds customer expectations • Ensuring consistent delivery of quality solutions that meet operational deadlines • Working closely with the global desktop, networking and operations teams to ensure the smooth delivery of IT solutions into the region • Regional testing of software patches, updates and new software packages • Collecting, tracking and documenting information as part of the inventory of IT assets • Creating and maintaining technical and KB documentation and procedures • Tracking all support and change requests through the ServiceNow application • Local network cabling as part of infrastructure management • Demonstrating accountability and see him or herself as responsible for IT meeting customer expectations Your Qualifications • Minimum of 5 years of experience in a desktop support role in IT • Industry recognized engineering, computer science or IT Bachelor level degree • Must have very good knowledge of computer hardware and software in general • Proven track record supporting Windows/MAC operating systems (particularly Windows 10, and MAC OSX), Active Directory and MS Office (including MS Outlook) • Must have good written and verbal English skills • Familiarity with phone systems such as Cisco VoIP desk phones • Experience working on projects • Experience in a Customer Support call center environment • Experience using a helpdesk or IT issue and problems tracking system such as ServiceNow • Experience setting up and configuring Lenovo laptops and desktops • Has worked in a large multi-national environments that span the globe • A good understanding of "Quality” as it relates to Customer satisfaction
This is a Desktop Support Contractor back fill for Vu Phan (Redwood City) who is leaving Informatica on December 29th, 2017.
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