Global Service Desk Tier II Analyst

Requisition Number:  6935
Company:  Westinghouse Electric Co
Location: 

Rock Hill, SC, US, 29730

Are you interested in being part of an innovative team that supports Westinghouse’s mission to provide clean energy solutions? At Westinghouse, we recognize that our employees are our most valuable asset and we seek to identify, attract and recruit the most qualified talent while recognizing and encouraging the value of diversity in the global workplace.

 

The role of the Global Service Desk - Tier II Analyst is to provide remote support to end users on a variety of issues.  They are responsible for identifying, researching and resolving technical problems.  They will respond to escalated incidents from Tier I Analysts as well as telephone calls, email and chat requests for technical support from end users.  Documents, tracks and monitors the incidents and service requests in their queue to ensure a timely resolution.  They are responsible for meeting the Service Desk Service Level Agreement and other KPI metrics.  This is a Day Shift Role that will require working onsite at our Rock Hill, SC Service Desk location Tuesday, Wednesday and Thursday - while Mondays and Fridays can be WFH days.  The Day Shift Hours are 9 AM to 6 PM EST.

 

Your Day to Day:

  • Assures smooth handling of individual problems from call-in through resolution.  Practicing Total Contact ownership.
  • Responds to inquiries and service requests for assistance with the organizations computer system or PC's via Phone and E-mail queues.
  • Identifies problems, troubleshoots and provides 1st level technical support for internal customers for the following: Windows 7 and above, Microsoft Office 2010 and higher, Internet Explorer, Hardware/Software conflicts, remote support via remote control tool (SCCM), VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom and  IPhone /IPad connectivity and synchronization, among other applications. (SAP, EDMS, Documentem, etc.)
  • Escalates/Coordinates 3rd level support to resolve problems if necessary
  • Assists peers with troubleshooting, SD processes and procedures.
  • Provides first point of contact on escalated/routed issues from Tier I
  • Resolve and support end user issues with the help of remote control tool and remote resources
  • Excellent written and verbal skills and strong customer service.  This is an end user facing role via remote tools and phone support.  The ideal candidate must be a self-starter who enjoys interacting with people and solving problems on a daily basis.
  • Basic network administration
  • Active Directory Administration

 

Who You Are:

  • Associates degree in Information Technology or equivalent
  • 3+ years working experience in a Service Desk Role
  • A+ preferred.
  • HDI HelpDesk Professional or ITIL Foundations Required
  • Network+ Certification preferred
  • Networking Skills:
  • Basic Network Administration
  • Basic Network configuration troubleshooting
  • Knowledge of hardware and software
  • Protocol and OS Knowledge:
  • Experience with Windows operating systems.
  • Experience with IOS and Android OS required
  • Familiarity in browser technology
  • Experience in VOIP systems (telephony)
  • At least 3+ experience in providing remote phone and desktop support.
  • Perform Tier 1 NOC Monitoring  responsibilities (work with Telecom provider, escalate tickets to Network team, etc)
  • Email security monitoring, Access Requests and other user provisioning tasks (coordinates with Sec Admin team)
  • Tier 2 Application Support

Why Westinghouse?

Westinghouse Electric Company is the global nuclear energy industry’s first choice for safe, clean, and efficient energy solutions. We enable our delivery of this vision by living our value system:

  • Safety and Quality
  • Integrity and Trust
  • Customer Focus and Innovation
  • Speed and Passion to Win
  • Teamwork and Accountability

Westinghouse offers competitive benefits to all our employees around the globe to keep them healthy and enhance their well-being.  In the U.S. the following are representative of what we offer:

  • Competitive Salary
  • Comprehensive Health, Wellness and Income Protection Benefits
  • 401(k) Savings Plan with Company Match
  • Paid Vacations and Holidays
  • Opportunities for Flexible Work Arrangements
  • Educational Reimbursement Program
  • Employee Referral Program

While our Global Headquarters are located in Cranberry Township, PA, we have over 9,000 employees working at locations in 19 different countries. You can learn more by visiting http://www.westinghousenuclear.com.

EOE of Minorities / Females / Vets / Disability.

Get connected with Westinghouse on social media:
Twitter | Facebook | LinkedIn| YouTube

Employment opportunities may require access to information which is subject to the export control regulations of the United States. Hiring decisions for such positions are required by law to be made in compliance with these regulations. Applicants for employment opportunities in other countries must be able to meet the comparable export control requirements of that country and of the United States.

  Twitter  


Nearest Major Market: Charlotte
Nearest Secondary Market: South Carolina

Job Segment: Network Administrator, Technical Support, Information Technology, Network, Telecom, Technology