JobTitle: Product Support Specialist #1 - TDC West - Denny Rey
Job ID: 413425_en-us
Salary Range: null- null
Job Category: Technology
Employment type: Full Time

Position Description:
Position Purpose:

Product Support Specialist for TDC-West Staging (West Valley, UT). This position requires on-site presence to perform job duties.

Person filling this role will work primarily in the Staging environment preparing windows PCs, Android and iOS devices for software configuration and MDM enrollment.

In addition to staging equipment the person in this role will also perform light warehouse and material handling duties as necessary move equipment within the TDC warehouse and inventory management system.

Person filling this role must be self-motivated, have good verbal and written communications skills and be process oriented.

A basic understanding of Network Infrastructure and windows OS is required to perform staging duties and basic level 1 troubleshooting of PCs and network environment.
Major Tasks, Responsibilities & Key Accountabilities:

25% - Support & Enablement:

• Receives incident from escalation of L1 or receives incident from application and infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates unresolved issues to L3 or engages service vendor

• Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed
  40% - Delivery & Execution:
  
  Has administrative rights; can make change to systems hardware and software
  Documents, reviews and ensures that all quality and change control standards are met
  Partners with engineering team to resolve any SCCM Software Center issues
  Maintains, upgrades and supports existing systems to ensure operational stability
  Applies diagnostic utilities to as needed to complete troubleshooting activities
  Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements
  Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution
  Tests fixes prior to closing tickets to ensure problems have been adequately resolved
  Obtains and maintains license keys and associated software assets
  Maintains the PCLS software server which contains manual installation packages
  Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors
  Interacts and builds relationships with site leadership where applicable
  
  10% - Administration & Operations:
  
  Documents all pertinent end user identification information including nature of problem
  Records, tracks, and documents the problem-solving process for each ticket
  
  25% - Learning:
  
  Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server
  If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution
  
  Nature and Scope: Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.
  
  Environment: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
  
  Travel: Typically requires overnight travel less than 10% of the time.