Trimble Hiring for Cloud System Support Analyst at Chennai, Tamil Nadu Full Time

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 Overview:
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.

Primary Responsibilities:
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail requests for assistance from users experiencing problems with cloud service.

Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or system administration technical staff

Query user to collect information about problem and leads user through diagnostic procedures to determine source of error

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

Determines whether problem is caused by software or hardware, and routes or resolves according to the best practices within the Team.

TTE Cloud Services is a 24/7/365 business hours operation),the may be cases that are expected 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

90% Troubleshooting and ticket resolution

10% Potential project work/other duties as assigned

Required Skills:
Bachelors degree or equivalent experience preferred. Requires an associate degree or 2 year technical college in IS field.

1+ Years’ experience working in some type of help desk/end user support role environment

Good communication skills, both oral and written, service oriented, positive, flexible team player

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, eg. 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

Aptitude for designing and coding software and a desire to do quality work

Ability to work with a large established software base to locate problems

Ability to apply critical thinking to address proprietary enterprise software issues in the midst of 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

Ability to work 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

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 SQL and database experience strongly desired

Constant sitting and working at desk

Frequent verbal and written communication with team and other business associates by telephone, correspondence, or in person

Frequent lifting of folders, files, binders and other objects weighing up to 20 lbs.

Frequent opening and closing of heavy file drawers

Occasional bending and stooping to pick up boxes and equipment weighing up to 50 lbs.

Frequent walking and standing

Occasional driving of automobiles