IT Client Services - Support Technician

TTM Technologies, Inc. – Publicly Traded US Company, NASDAQ (TTMI) – Top-5 Global Printed Circuit Board Manufacturer About TTM TTM Technologies, Inc. is a leading global manufacturer of technology products, including mission systems, radio frequency (“RF”) components, RF microwave/microelectronic assemblies, and technologically advanced printed circuit boards (“PCB”s). TTM stands for time-to-market, representing how TTM's time-critical, one-stop design, engineering and manufacturing services enable customers to reduce the time required to develop new products and bring them to market . Additional information can be found at Skills/Qualifications: The Client Services Support Technician is responsible for addressing the following: • Help Desk calls from company user base • Creates the initial record of the request • Resolves all Level One end-user problems • Identify, evaluate and solve end-user workstation problems • Support and train end-users in a wide range of software applications • As needed; read, understand and apply complex technical information • Contacts third-party vendors for warranty service repair • Maintains punctual and predictable attendance • Assist site with after-hours support needs • Member of on-call after hours rotation for supporting site • Ability to work with minimal supervision • Work closely to learn and share technical skills with other team members • Good Communication Skills • Master new computer technology • Maintain cooperative working relationships • Demonstrate sensitivity to, and respect for, a diverse population • Dedicated Customer Service skills • Active and supporting team member with eager, can-do attitude • Strong knowledge of current desktop and laptop operating systems and hardware • Ability to install and troubleshoot Microsoft Office and other desktop applications • Skilled network and printing troubleshooting and problem resolution • Ability to quickly learn and adapt to new technologies and processes • Familiar with Terminal Services, Bomgar, VPN, Remote Desktop and other remote access applications • Must excel in an environment where exceeding customer expectation is the key objective • Strong reading, documentation and basic math skills are required Responsibilities: Shares responsibilities with other team members in the following roles: Helpdesk Call Center o Provide technical software, hardware and network problem resolution in a call center environment. o Perform question/problem diagnosis and guiding users through step-by-step solutions. o Identifies, diagnoses, and resolves Level One problems for user’s computer software and hardware, network, and internet connection problems o Clearly communicate technical solutions to end-users in a user friendly, professional manner. o Provide one-on-one end-user training as needed. o Escalate more complex end-user problems to the appropriate team members. o Provides one-on-one end-user problem resolution over the phone for company approved Computer (PC) software. o Assists in creating materials for end-user frequently asked questions (FAQs). • Desktop Support o Conduct hardware and software inventory database maintenance, reporting, and perform related work as required. o Orders, delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals. o Diagnose and resolve end-user network or local printer problems, PC hardware problems, e-mail, Internet, and network access problems. o Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements. o Performs desktop hardware repair for PC equipment and peripherals not covered by third-party vendor maintenance agreements. o Helps install local area network cabling systems and equipment such as network interface cards, servers and switches. Account Administration o Active Directory user account maintenance o Manage VOIP o Assist users with AirWatch iPhone/Android activations o WebEx Meeting Suite SPECIAL REQUIREMENTS: Candidates must be able to sit for prolonged periods in front of a computer. Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking. Familiar with the following applications: o Microsoft Office Suites (2003 to Current version) o VOiP o Oracle o Java o Windows OS o Terminal Services o FTP, Telnet, DOS o Remote Access tools o Endpoint Security o VPN o ManageEngine Suite Basic Qualifications Skills/Qualifications : • 2 - 3 years of related experience • MS or Cisco Certification is plus • Basic knowledge of current desktop and laptop operating systems and hardware • Can install Microsoft Office and other desktop applications • Able to follow established troubleshooting and other process documentation • Good communications skills. • Can relay technical information in a manner the customer will understand • Strong reading, documentation and basic math skills are required Supervision: • Ability to work with minimal supervision, while communicating with Site IT Administrator and other team members to learn and share technical skills • Ability to work with site management and direct manager to identify site impacting issues #LI-EC1 #CORP Compensation and Benefits: TTM offers a variety of health and well-being benefit programs. Benefit options include medical, dental, vision, 401K, Flexible Spending Account, Health Savings Account, accident benefits, life insurance, disability benefits, paid vacation & holidays. Benefits are available 1st of the month following date of hire. Compensation for roles at TTM Technologies varies depending on a wide array of factors including but not limited to the specific office location, role, skill set and level of experience. As required by local law, TTM provides a reasonable range of compensation for roles that may be hired in New York, California and Colorado. For California-based roles, compensation ranges are based upon specific physical locations. Export Statement: Must comply with TTM Export Control Policies and Procedures and all applicable laws including ITAR, EAR and OFAC including but not limited to: a) being able to identify ITAR product on the manufacturing floor and understand that access to these products and related technical data is restricted to only US Citizens and US Permanent Residents; b) recognition of Foreign Person visitors by badge differentiation; c) understand and follow authorization procedures for bringing foreign visitors into facilities (VAL); d) understand the Export and ITAR requirements for shipments leaving the US; e) manage vendor approvals for ITAR manufacturing and services. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.