Senior Project Manager
Job Description (Posting).
Plan and execute small to medium engineering projects including implementation services, effective customer engagement and communicationCollaborate with corporate engineering teams on project solutions and problem solving.
Assure the provision of superior technical support to customers by seeking regular formal input into projects, ensuring adequate preparation and communication for all changes.
External Customer Support, Imaging Systems, Remote Support, Desktop Support, LAN/WAN:
Provide service and training for external client applications including but not limited to Care360 LO&R and Labs & Meds, Auto receive, Bridge Support, Interface Support, PC operating systems (win & mac), Software Firewall and AsteaPerform remote support using the WebEx and Microsoft Lync Troubleshoot technical problems and issues in the Field; perform root cause analysis and report findings to Management.
Troubleshoot and resolve all service tickets routed to your Assignment Group according to the established SLA.
Troubleshoot technical issues related to Network connectivity, Data Network Cabling, wireless network and Remote VPN connectivityPerform maintenance, patches and updates to all systems in a timely manner.
Perform IMAC s all systems as applicableParticipate and provide direction for the Regional Field IT Support function, identifying and communicating short-, medium-, and long-term goals.
Works under routine direction.
Uses minor discretion in resolving problems or inquiries.
Works without frequent reference to others.
Excellent time management and organizational skills required.
Inage CreationOperating System Loading Re-Imaging PCsOperating System TroubleshootingOperating System Administration Adding/Delete Programs, Printers, Other DevicesPeople Leadership:
Develop and participate in customer/user classroom training as necessary.
Train other staff members on the SOPs for the supported systems.
Asset Management:
Manage inventory in Astea, including acquisition and disposal of all IT related equipment according to policies.
(1.
) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
(2.
) To provide support for on call escalations orL3 level support and doing incident and problem management (3.
) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.
(4.
) To adhere to quality standards, regulatory requirements and company policies (5.
) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.
) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
Recommended Skills Asset Management Cisco Web Ex Communication Computer Networks Coordinating Customer Experience Estimated Salary: $20 to $28 per hour based on qualifications.
Plan and execute small to medium engineering projects including implementation services, effective customer engagement and communicationCollaborate with corporate engineering teams on project solutions and problem solving.
Assure the provision of superior technical support to customers by seeking regular formal input into projects, ensuring adequate preparation and communication for all changes.
External Customer Support, Imaging Systems, Remote Support, Desktop Support, LAN/WAN:
Provide service and training for external client applications including but not limited to Care360 LO&R and Labs & Meds, Auto receive, Bridge Support, Interface Support, PC operating systems (win & mac), Software Firewall and AsteaPerform remote support using the WebEx and Microsoft Lync Troubleshoot technical problems and issues in the Field; perform root cause analysis and report findings to Management.
Troubleshoot and resolve all service tickets routed to your Assignment Group according to the established SLA.
Troubleshoot technical issues related to Network connectivity, Data Network Cabling, wireless network and Remote VPN connectivityPerform maintenance, patches and updates to all systems in a timely manner.
Perform IMAC s all systems as applicableParticipate and provide direction for the Regional Field IT Support function, identifying and communicating short-, medium-, and long-term goals.
Works under routine direction.
Uses minor discretion in resolving problems or inquiries.
Works without frequent reference to others.
Excellent time management and organizational skills required.
Inage CreationOperating System Loading Re-Imaging PCsOperating System TroubleshootingOperating System Administration Adding/Delete Programs, Printers, Other DevicesPeople Leadership:
Develop and participate in customer/user classroom training as necessary.
Train other staff members on the SOPs for the supported systems.
Asset Management:
Manage inventory in Astea, including acquisition and disposal of all IT related equipment according to policies.
(1.
) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
(2.
) To provide support for on call escalations orL3 level support and doing incident and problem management (3.
) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.
(4.
) To adhere to quality standards, regulatory requirements and company policies (5.
) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.
) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
Recommended Skills Asset Management Cisco Web Ex Communication Computer Networks Coordinating Customer Experience Estimated Salary: $20 to $28 per hour based on qualifications.
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