User Support Analyst

Summary :

This role is responsible for providing support related to computer hardware, software, and systems. Requires the use of the IT Request System, phone and face-to-face contact, and analysis to bring customer problems to resolution. In addition, this role will be expected to help create new processes and procedures as business needs change.

Essential Functions :

• Respond to assigned help desk tickets and provide solutions for reported customer problems - when problem is beyond level of expertise or area of responsibility, escalate issues to more senior IT staff.
• Document the details related to a problem and resolution in the IT Request System.
• Liaise team projects, complete tasks, and ensure they are completed on time and to specifications.
• Facilitate the configuration and deployment of computer refresh at local site.
• Protecting the company's data from unauthorized access and loss.
• Monitoring and, if necessary, restoring the operational reliability of communication systems and networks at the Eschenbach site and other Group locations.
• Programming and configuring the telecommunications system, activating and changing subscriber connections (fixed or mobile), connections to the data network (e.g., for remote maintenance of production facilities)
• Installing, configuring, and administering network components, telephone systems, and WLAN infrastructures
• Connection and integration of workstations and production machines to the network
• Other duties as assigned.

Qualifications :