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IT Specialist II

Landis+Gyr is a leading global provider of integrated energy management solutions for the utility sector. Offering one of the broadest portfolios, we deliver innovative and flexible solutions to help utilities solve their complex challenges in Smart Metering, Grid Edge Intelligence and Smart Infrastructure. With sales of USD 1.4 billion in FY 2020, Landis+Gyr employees approximately 5,000 people in over 30 countries across five continents, with the sole mission of helping the world manage energy better. More information is available at the Landis+Gyr website landisgyr.com

 

 

Will isolate, resolve and follow-up with end-users to resolve Information Technology problems of varying levels of complexity in a timely manner. Will act as a second level support for issues which are complex and cannot be handled by the first level support. Will involve use of ticket and asset management system.

 

Primary Statement of Duties

  • Answer, evaluate, prioritize and resolve incoming helpdesk tickets through ticketing system, telephone, voice mail, email and in-person requests from users experiencing problems with hardware, software, networking and other computer-related technologies.
  • Provide proper guidance and support to first level support personnel and help them with any complex issues.
  • Provide training on IT Applications to other IT Personnel.
  • Take leadership of any IT projects involving automation of IT processes or release of Applications/Technology to end users.
  • Interviews users to collect information about problem and leads user through diagnostic procedures to determine source of error.
  • Determines whether problem is caused by hardware such as modem, printer, cables or telephone.
  • Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
  • Logs and tracks calls using ticketing database and maintains history records and related problem documentation.
  • Prepares standard statistical reports, such as help desk incident reports.
  • Analyzes and evaluates incident reports and makes recommendations to reduce help desk incident rate.
  • Call software and hardware vendors to request service regarding defective products.
  • Test software and hardware to evaluate ease of use ensuring products will aid user in performing work.
  • Writes software and hardware evaluation and recommendation for management review.
  • Writes or revises user training manuals and procedures.
  • Develops training materials regarding any IT application being used through the company.
  • Build workstations and laptops as required using the automated processes.  Coordinate hardware problems with the appropriate vendor.
  • Install personal computers, software and peripheral equipment.
  • Monitor land line and cellular phone usage, adjust plans accordingly
  • Perform administrative tasks on the Active Directory server (Names, Phone Numbers, Managers, Groups, etc.)
  • Resolve VPN, Email and networking issues.
  • Make sure new Hires have also the necessary equipment and information on the day they start.
  • Maintain equipment checkout documentation and ensure available equipment is always ready for checkout as at when due.
  • Provide input for automation of IT processes.

 

Education and Experience

  • Minimum two-year degree with three years computer/systems related experience.  MCSE or other system related certification highly desirable.
  • Prior experience assisting users/customers required.
  • Knowledge of basic computer hardware, including desktops & laptops.
  • Experience with desktop/server operating systems (XP, Windows 7).
  • Experience with VPN and Video Conferencing technologies.
  • Experience with Active Directory.

 

Knowledge, Skills and Abilities

  • Have an good working knowledge of Microsoft Operating systems and Applications.
  • Have an good working knowledge of Network troubleshooting?
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills with a focus on rapport-building, listening and questioning skills.
  • Strong documentation skills: keen attention to detail required.
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to quickly absorb and retain information.
  • Ability to present ideas in user-friendly language.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Highly self-motivated and directed.
  • Exceptional customer service orientation.

 

EOE AA M/F/Vet/Disability VEVRAA Federal Contractors

 

If you have the drive and enthusiasm to accept this challenge and to work in a very dynamic, cross functional and international environment, we are looking forward to meeting you. Click apply now.

Job Title:  IT Specialist II

Location: 

Alpharetta, GA, US

Requisition ID:  7647
Date Posted:  Sep 15, 2021


Nearest Major Market: Alpharetta
Nearest Secondary Market: Atlanta

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