Technical Support Analyst
Optum Global Solutions - Bldg. N UP Ayala Land Technohub Central
مجموع سنوات الخبرة :16 years, 2 أشهر
• Providing first-level technical support to end-users via phone, email, and resolving hardware and software issues promptly and efficiently
• Assisted in deployment, installation, configuration or software applications on computers.
• Document and track all the support/requests using the ticketing system.
• Collaboration with other Teams/Groups to resolve such issues and improve the efficiency of support processes.
● On-site Support, doing inbound and outbound calls and providing
on-site support to clients/customers.
● Monitor emails and provide support remotely or on-site.
● Receives IT equipment deliveries.
● Deploy IT equipment if needed, specially for clients working at home.
● Assist clients in setting their Offices, making sure that they will be able
to have access to the network and if peripherals are set up completely.
● On-boarding and off-boarding employees/Clients
● Provide technical assistance to Baylor Scott and White Staff/Clients
remotely.
● Uses ticketing system to track all issues reported by the users.
● Inbound and outbound calls.
● Escalating tickets if needed.
● Reporting and monitoring outages.
● On-site Support, doing inbound and outbound calls and providing
on-site support to clients/customers.
● Monitor emails and provide support remotely or on-site.
● Receives IT equipment deliveries.
● Deploy IT equipment if needed, specially for clients working at home.
● Set-up, configure and deploy computers, peripherals to work stations.
● Set-up mobile, tablet devices and in compliance with enterprise
standards.
● Coordinates with Senior Associates, Administrators, Engineers and
Vendors in troubleshooting and fixing technology issues and
outages impacting the end users.
● Facilitates the tasks in the IT Asset Management Lifecycle which
includes (but not limited to) Receiving, Storing, Transferring and
Repairing, Borrowing and Disposing of IT equipment and peripherals.
● Assist with the other duties that may be assigned by IT Management.
● Working via ticketing system, either system generated or customer
generated tickets.
● Router configuration & replacement, identifying transport troubles,
working with 3rd party customer PBX vendors, utilizing analysis tools
on customer voice call samples, and engagement of VNRC team to
assist in troubleshooting the BVOIP network.
● Assist in the coordination with technology vendors, outside consultants
and internal dotted line resources as needed.
● Works as part of a 24X7 staff to deliver network technical support to
address escalations.
● Updating house listings sale/rentals.
● Track leads regarding tours conducted in every property listed in
HAR.com (Houston Association of Realtors).
● Creating invoices.
● Simple designing using Word.
● Schedule a tour with Clients interested in the listings in HAR (Houston
Association of Realtors).
● Research and other tasks that may be assigned.
● Monitor e-mails and websites.
● Doing outbound calls when new information in the system has been
generated.
● Answer incoming and outgoing calls.
● Checking overstay clients in Dubai.
● Send/pick up documents and coordinate with the courier to
process/send and document pick up.
● Track document shipment either international or domestic.
● Visa typing and data entry.
● Other tasks that may be assigned to.
● Pro-active network monitoring and problem diagnostics and resolving
all network issues/problems.
● Network connectivity troubleshooting and engaging the right
department internally if needed.
● Ticket Management.
● Answering incoming calls and doing outbound calls.
● Troubleshoot Client’s Digital Service Line (DSL) / internet connection,
up to layer 1.
● Coordinating with internal and external partners to resolve DSL issues.
● Follow up with local exchange carriers on the status of the issue and
Escalates issues if allotted time to restore lapsed.
● Update Client on the status of the repair and do necessary actions if
they need to expedite.
● Service verification if connectivity is working properly once connection
has been resolved.
● Ticket management.
● Create business letters for the department.
● Assist Junior Auditors if needed.
● Works with the Manager of the department.
● Other duties that may be assigned.