Systems & Vendor Support Specialist - 2015

Support, maintenance and operation of systems used to produce publications or products at various corporate locations.

・ Supports the integration of new technologies into the operation.
・ Provides technical assistance, guidance, and training to staff and customers.
・ Implements the corporate technology direction. This includes desktop and server hardware, telephony, operating systems, middleware, messaging, network architectures, and electromechanical equipment.
・ Acts as a liaison for vendors during installation, rearrangement and/or removal of equipment.
・ Performs system software, application, and hardware upgrades.
・ Develop and maintain documentation needed by support staff, including troubleshooting steps, installation instructions, new tools overviews, and contact lists.
・ Implements and maintains training programs.
・ Performs investigation and analysis to solve problems.
・ Provides hardware and systems software support, including ancillary software products.
・ Directs trouble resolution activities, coordinating with technical staff, vendors, and carriers.
・ Notifies management and customers of network/systems troubles through a tiered notification and escalation process.
・ Organizes, conducts and documents post-mortems for network and system problems.
・ Performs limited system administrator functions.
・ Responsible for the effectiveness, quality, and timeliness of trouble resolution, quality of service and implementation success, also services Tier 1 agreements.