| Company: | Raymond James Financial |
| Location: | Southfield, MI |
| Job Type: | Full-time |
| Education Required: | Bachelors Degree |
| Experience Required: | 1 to 3 years |
| Certifications: | Microsoft Certified System Engineer (MCSE) Certification preferred |
Position Summary:
Under general supervision, use specialized knowledge in information technology and skills obtained through
experience, formal training and\or certification to provide second level telephone and on-site end user support for hardware installations
and software applications. Participate in projects of moderate scope and complexity requiring cross-functional coordination.
Detailed instructions, established procedures, and prescribed guidelines are provided by management to perform a variety of tasks
requiring minimal evaluation, originality or ingenuity in making routine decisions. Recommend solutions to moderately complex problems.
Extensive contact with internal customers is required to identify, research, and resolve problems.
Position Responsibilities:
- Install, configure, troubleshoot, and resolve problems on a wide variety of commercial and proprietary software via telephone and on-site support.
- Troubleshoot and solve problems with network connectivity involving local and wide area networks.
- Assist in the creation, testing, and installation of corporate standard images.
- Use software to remote control end user computers to resolve problems.
- Monitor the call tracking system for new problem reports and change requests in addition to troubleshooting and resolving requests within required time limits.
- Provide detailed documentation in the call tracking system.
- Communicate technical information to others.
- Stay abreast of, and comply with, company and department policies and procedures.
- Identify, research, and resolve system data integrity issues/anomalies and report them to appropriate software development area.
- Effectively communicate to clients, peers, and management any system issues that affect the quality or reliability of supported systems.
- Document product problems and their resolutions in a solutions database for future analyst reference.
- Test new product releases and\or enhancements.
- Maintain department websites.
- Perform other duties and responsibilities as assigned.
Required Experience:
Knowledge of:
- Concepts, practices and procedures of hardware and software support.
- Computer hardware and software, peripheral equipment and diagnostic methods, techniques and procedures.
- Procedures used in operating computers and peripheral equipment.
- Software installation and removal.
- Hardware and software troubleshooting.
- System functions and physical components.
- Operating systems, resources and services.
- Computer Backup and restoration procedures.
- Data networks and protocols.
- Networking, mainframes, standard operating systems and personal computer applications.
- Network architecture, back-office systems and proprietary software.
- Financial industry concepts and security products.
Skill in:
- Analyzing and solving technical problems.
- Operating personal computers, peripheral equipment, telecommunication devices, and other standard office equipment.
- Using operating system administration and diagnostic tools to troubleshoot and resolve technical problems.
- Using software to remote control end-user computers.
- Using spy ware removal applications to eradicate spy ware and malware.
- Diagnosing and solving computer hardware, software, peripheral equipment, data communications and network problems.
- Operating standard office equipment and using required software applications, sufficient to provide basic troubleshooting.
Ability to:
- Establish and maintain effective working relationships.
- Report to multiple people within the Information Technology organization.
- Handle stressful situations and provide a high level of customer service in a calm and professional manner.
- Apply critical thinking to quickly ascertain true nature of problems and clearly communicate resolutions in a non technical manner.
- Work well and support others in a team approach to problem solving as well as work independently when required.
- Communicate effectively, both orally and in writing, with all organizational levels.
- Manage multiple tasks with changing priorities to meet deadlines in a fast paced environment with constant interruptions.
- Read, interpret and apply information from technical manuals and other materials.
- Pay close attention to detail, sufficient to complete tasks accurately and efficiently.
- Provide a high level of customer service and maintain a positive attitude at all times in dealing with our clients.
- Motivate others to use proper operational procedures.
For more information, send email to
Taner Erig
terig atsign emich dot edu
|
