BI T2/T3 Support Analyst

T2/T3 SUPPORT ANALYST REDMOND, WA 6 MONTH CONTRACT

Did you know that Gartner has positioned COMPUCOM as #1 in its Magic Quadrant for End-User Outsourcing? Come work for the leader today!

Our client is the world's leading software corporation looking for a competent Tech Support Engineer to provide service via phone, e-mail, chat, ticketing systems and other written communications. If you have enterprise level Windows and applications support experience, we are looking for you!

OVERVIEW:

- Provide break-fix of desktop applications (eg driver issues, resolving misc. application install errors, etc.)
- Drive bugs/DCRs related to problem management tickets
- Creation of documentation of processes, best practices and technical instructions for Support Groups based on problem management findings
- Provide BI support for CAP and MS Solve reporting for Windows Intune
- Develop and communicate BI reports
- Capture transaction queries
- Administer reporting site access
- Manage CAP and MSSolve queues for Incident management team.
- Work with the T3 team to align end-to-end taxonomy
- Work with the CTS BI team to ensure that our reports are aligned with the rest of CTS organization
- Enable customers support teams to resolve incidents and minimize the business impact according the customer's agreed upon service level agreements
- Ensure that issues/incidents are fully addressed according the client guidelines
- Improve CTS Service Delivery offering by providing accurate and up to date information on incidents that are occurring
- Provide collaborative knowledge, training, and learning base management
- Assist with the SLA management (queue monitoring) by providing accurate reporting
- Identify bottlenecks before they impact the customer
- Practice proactive Problem Management initiation
- Provide UAT and Validation of CTS reporting services
- Manage documentation for processes related to reporting and CAP and MSSolve
- Administer reporting site access
- Manage queues for Incident management team
- Ensure that issues/incidents are fully addressed according the client guidelines
- Improve CTS Service Delivery offering by providing accurate and up to date information on incidents that are occurring
- Provide regular updates on major problems, incidents and service outages
- Provide training to support teams in a wide range of technical subjects

REQUIREMENTS:

- Minimum 3 years IT Operations support (enterprise level) a must
- Excellent customer service skills and customer focused attitude
- Strong critical thinking skills required, including troubleshooting, problem analysis and resolution, good judgment/decision making ability
- Excellent written and oral communication skills required
- General technical writing/troubleshooting client system experience
- Strong interpersonal skills required, including teamwork and positive relationship building
- Genuine passion for technology and desire and aptitude to increase technical skill level required

TECHNICAL SKILLSET:

- SQL EXPERTISE REQUIRED TO QUALIFY
- Good general application knowledge required (ie configuration, set up and user preferences)
- Good understanding of drivers and driver installation knowledge required
- Working knowledge of Windows XP and Windows 7 (MCP preferred)
- Working knowledge of Microsoft Office products
- Ability and aptitude for reporting preferred
- Basic SMS concepts preferred
- Group Policy concepts preferred
- Excellent hardware and software failure troubleshooting skills
- Ability to read logs and system events
- SQL Reporting
- MSSolve and CAP experience
- Good general MS Application knowledge required (ie. configuration, setup and user preferences).
- MS experience preferred (MSE, Siebel, INFOPLUS, MS tools).
- Ticketing system experience required
- Creation of documentation of processes, best practices and technical instructions for Support Groups based off of problem management findings

CompuCom, the leading IT outsourcing specialist, delivers IT your way. Our clients like working with us because they know that, with CompuCom, it's all about you. Our unique ITSM strategy blends your data center, network, voice, and end user computing environments in an innovative fashion. This radically simplifies your IT, allowing you to focus on growing your business and serving your customers. We are highly regarded by worldwide and regional organizations alike for our pragmatic approach, best practices, and highly skilled workforce. This balance provides the perfect alternative to address the evolving challenges facing you, today and in the future. More than a trusted advisor, CompuCom is your trusted doer. To learn more, visit our website.