Title: Cloud Services Systems Analyst
Location: Chennai, india
Department: Cloud Services
Our Company
Trimble Transportation is in business for optimizing the movement of freight by providing shippers and carriers both mobility, enterprise and visibility software tools they need to run their businesses more efficiently. As the leading provider of Transportation Management Software (TMS), Asset Management Software (AMS), and Fleet Management Software (FMS) we are devoted to propelling companies in the trucking industry toward increased efficiency, lower costs and optimize operations.
Position Purpose
The Cloud Services Support Analyst will report to the Manager of Cloud Support, and will be a critical member of the company's cloud technical support team.Primary interaction will be between the users, customers, systems administrators and other systems engineers and administrators to provide effective technical services to our customers.As part of a strong technical IT customer support team function, the ideal candidate uses their technical and business skills to detect, investigate and resolve software and hardware problems experienced by the customer and attempts to resolve and appropriately route for expedited resolution.
Performance Responsibilities
- Monitor the Anti-virus systems, customer disk, cpu and memory alerts for resolution.
Escalate issues on the support queue to aid in expedited remediation.
Provides a professional interface to the Systems Support function for the company
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with cloud service. - Query user to collect information about problem and leads user through diagnostic procedures to determine source of error
Determines whether problem is caused by software or hardware, and routes or resolves according - to the best practices within the Team.
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or system administration technical staff
Trimble is a 24/7/365 business hours operation),the may be cases that areexpected to occasionally support the business needs outside of usual hours. - Additionally the position requires participation in the on-call schedule.
Logs and tracks calls using problem management database, and maintains history records and related problem documentation
Minimum Requirements
- Bachelors degree or equivalent experience preferred. Requires an associate degree or 2 year technical college in IS field.
- Minimum 2-4 years of experience in cloud support or cloud administration roles, preferably focused on Microsoft Azure. Good communication skills, both oral and written, service oriented, positive, flexible team player
- Offer troubleshooting assistance for Azure cloud services and related infrastructure to internal teams and customers.
- Assist in the maintenance, optimization, and scaling of cloud infrastructure, focusing on Microsoft Azure resources such as VMs, storage, networking, and databases.
- Experience with Microsoft products (Windows desktop versions), (Server OS and applications platforms experience a plus) as well as MS Office desktop applications
- Interaction and administration of VMWare and Windows OS components such as disk, CPU, RAM, permissions management, and Active Directory administration.
- Working knowledge of LAN Networking, e.g. TCP/IP concepts, DNS, DHCP, etc. is a must
- Practical knowledge of supporting desktop environment tools around anti-virus, application distribution software techniques, web browser support, hardware/software inventory
- Microsoft Certifications on Azure are an additional qualification
- Ability to apply critical thinking to address proprietary enterprise software issues during an increasing complexity of computer systems including interrelated issues involving hardware, network, and 3rd party applications.
- Time management and prioritization skills needed to manage multiple requests with varying levels of importance and criticality.
- The drive and natural tendency to keep their technology skills up to date
- Ability to work in a team environment, troubleshoot technical software problems, and end-user consultation
- Previous software support, knowledge of Microsoft SQL, Visual Basic 6, and relational database experience a plus
- Ability to understand and effectively communicate how our applications can apply to a given customer's environment
- Ability to guide a client through user misunderstanding or operational error
- Ability to identify, analyze and fix faults which prevent users connecting with their systems
- Ability to answer customer questions and concerns over the phone, or in person, either resolving the issues with the customer or referring the problem to other technical personnel
- Trimble Support is very much a team activity. Although most client interaction is one-on-one, it is crucial that the Support Developer works closely with other members of the team to communicate issues as well as involve specialized resources as necessary.
- It is important to be able to relate to customers with varying levels of technical skills and understanding from the end-user, to the IT Manager, to the executive level
Computer Requirements
- Technical background including exposure to networks and multi-user applications.
- Proficient in using multiple application software packages for a MS Windows environment including Microsoft Office Suite
- Internet service at home to support telecommuting when needed
- Prior Citrix environment work experience strongly desired
- Prior Windows Server Administration experience strongly desired
