ServiceMax Looking for IT EUS Operations Specialist at Bengaluru, Karnataka Full Time

The IT Shared Services Organization performs several standardized and centralized IT functions benefitting PTC business units worldwide.

As part of Shared Services, the End User Support team is responsible end user computing, end user enablement, acting in the capacity of a customer liaison & advocate, trainer / mentor, assisting with regional infrastructure projects and project management.

The IT EUS Operations Specialist is an individual contributor role, working with frequent direction from their Management who actions solutions or implements cost savings and or operational efficiencies. The following functions encompass the IT EUS Operations Specialist job on a daily operations role.

End user Computing

• Has a thorough understanding of company end user computing standards and architecture.
• Performs level two analysis when the Service Desk is unable to resolve end user computing issues or requests.
• Conducts the analysis for end user computing needs including primary systems, peripheral devices, and software (including labs). The supported Operating Systems include MS Windows (including virtual), UNIX and Apple.
• Works across IT Departments coordinating problem resolution.
• For long-running requests, the associated ticket is updated periodically with status for reference.
• Conducts discussions with facilities and other IT areas on specific tasks & timelines. Examples include move, replace and or configure primary and peripheral devices for new hires, internal office moves, acquisitions, and facilities related projects. Confirms with end users that resources are working as expected. Collects and packages equipment to be recycled for pickup.
• Once work is completed, associated tickets are updated with resolution information and closed.
• When applicable, end users are provided with a general understanding of the cause of the problem. Preventative measures are discussed.
• Notifies manager upon discovery of predominate challenges.

Tasks for Infrastructure & Architecture Assistance: In locations where Infrastructure & Architecture (I&A) does not have adequate resource, End User Support (EUS) at the request and direction of I&A:

• Assists with the initial set up and configuration equipment (A/V, telephony, networking, storage and physical / virtual servers) and turn-overs to I&O for on-going support.
• Provides analysis / triage & troubleshooting for IT service failures or interruptions.
• May coordinate repair / work with local utility providers, vendors & authorities
• Participates in acquisition analysis; execute on assigned desktop or infrastructure project activities.

Printer Support

• Coordinates equipment installation / removal / maintenance and repair as needed or with vendor where appropriate.
• Configures equipment to PTC standards (ex: double sided / black and white, scanning to email, etc…).
• Print server administration: Adds / changes / removes logical devices as needed. Periodically updates drivers. Monitors, addresses, and remediates print queue issues.
• Identifies and presents opportunities / efficiencies.

Trainee or Mentor

• May spend 0-10% of time mentoring other team members.
• Provides information, advice, guidance, and suggestions to team members to enable them to be more successful.
• Documents and shares knowledge with others in the organization.