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CSR plc

CSR is a leading provider of multi-function semiconductor platforms for the auto, camera, document imaging, low-energy connectivity, and wireless voice & music markets — as well as semiconductors for the handset and many other consumer electronics markets. Our core expertise is in the areas of audio, connectivity, location and imaging technologies and our technology portfolio includes: Bluetooth® and Bluetooth Smart; Global Navigation Satellite Systems (GNSS) and GPS location products; FM... Read More

Address      Churchill House Cambridge Business Park Cowley Road Cambridge CB4 0WZ UK
Website      www.csr.com
Holding      No Holding Details

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SUPPORT ANALYST

Job Requirements        
        
        

·          Any experience in administering Alcatel phone systems

·          Experience using Remedy

·          Microsoft MCP’s (MCSA, MCSE) certified

·          Ideally be educated to graduate level (or equivalent qualifications)

·          Familiarity with Cisco devices such as switches

·          Ability to size CAT6 cable to length

·          Ability to speak German, Hebrew, French, Swedish or Danish
        
Brief Description        
        
        

·          Receives and responds to incoming calls, and/or e-mails regarding desktop hardware and/or software problems;

·          Maintains and improves on SLA levels and first call resolution rates;

·          Prioritises and responds to customer demands and expectations and escalate where necessary;

·          Log instances of systems failure, repair, installation and removal in the company provided Service Management System;

·          Installs, configures, tests, maintains, monitors, and troubleshoots associated end user PC hardware, software and networking products;

·          Installs, configures, tests, maintains, monitors, and troubleshoots associated server based hardware, software and networking products;

·          Performs on-site analysis, diagnosis, and resolution of complex hardware problems for all on-site IS assets.  Recommends and implements corrective solutions, including managing off-site repair as needed;

·          Maintains and updates the IS configuration management database;

·          Troubleshoots and resolves user related faults by using remote connectivity tools to a global user base;

·          Maintains up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations;

·          Liaises with third-party support and equipment vendors;

·          Facilitates the IS procurement function by assessing user requirements, obtaining the relevant authorization and raising the purchase requisition;

·          Acts as a central communication point for the IS department; communicating changes in infrastructure and processes both within IS and externally  to the business;

·          Collaborates with LAN engineer/network administrators to ensure the efficient operation of the company’s desktop computing environment.

·          Participate in on-call support, based on a rota, with other members of the team
        
Detailed Description        
        
        

·          Support of Windows XP, Office 2003, Adobe Acrobat  (proficient, competent)

·          Strong customer service orientation

·          Experience of working in a ServiceDesk role/environment

·          Good experience of supporting VPN solutions such as Checkpoint SecureClient (client side)

·          Competent in supporting Windows client operating systems and a basic knowledge of UNIX systems

·          Good written skills for communication with senior employees and colleagues

·          Good level oral and interpersonal communication skills when dealing with customers

·          Good troubleshooting ability for Microsoft platforms

·          An understanding of the importance of quality customer service and relations and the impact which IS has on the business

·          Ability to work well in a high pressured environment, responding to large numbers of user calls

·          Ability to make good judgement calls when prioritising

·          Flexibility is required as there is often pressure to meet strict deadlines

Other Job Information

Vacancy type:

Full Time

Contact Mode:

not provided

Fax:

not provided

Contact Name:

not provided

Job Duration:

not provided

Phone:

01223 692000

Email:

not provided

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