Senior Technical Services Analyst Analista Senior

hace 1 semana

Santiago, Metropolitana, Chile Wenco (a Hitachi Construction Machinery subsidiary) A tiempo completo

Reporting to the Client Services Manager, the Senior Technical Services Analyst's main responsibility is to provide support to Technical Services Analyst and Specialist roles.

As a senior role within the team, there is an expectation for coaching and mentoring of more junior roles.

EXPECTED CONTRIBUTIONS:

Safety Expectations

  • Work safely, with regard for the safety of others and contribute actively to maintaining and improving workplace health and safety
  • Follow all job specific safe work procedures
  • Promote "Safety First" throughout organization
  • Report any unsafe work to Wenco Team Lead onsite or local Joint Occupational Health and Safety Committee/Representative, your manager or Human Resources

Key Deliverables and Responsibilities:

In Office**:

  • Maintain duplicate system environments of existing clients for testing and troubleshooting purposes
  • Record/document all client issues through to resolution using Wenco's issue tracking system
  • Plan and practice for system implementation and upgrade projects
  • Review and contribute to product documentation
  • Review all support cases before they get escalated to Tier
  • Communicate with global Tier 1 support on issues the region is struggling with
  • Perform Triage Desk "1st line support function"

On Site:

  • Perform successful implementations and upgrades
  • Conduct site inspection and reports in preparation of deployments
  • Coordinate resources from mine staff as required
  • Provide oneonone and classroom training on the use and administration of the system
  • Troubleshoot software, hardware and network issues
  • Regular communication with mine management and project lead on project progress

EXPERIENCE, KNOWLEDGE, SKILLS AND ABILITY REQUIRED:
Experience required is indicative only. All other job specifications must be met.

Experience and Knowledge

  • 6 to 10 years of user and admin support experience for an enterprise class software system
  • Solid understanding and experience with Fleet Management Systems and High-Precision, and/or Machine Health Products
  • Mining experience/knowledge would be an asset
  • Databases SQL (advanced administration ability), OpenTSDB, InfluxDB (advanced)
  • Real-Time software systems
  • Mobile Computing
  • Windows networking experience
  • Virtual machine environments
  • Linux server administration (advanced)
  • Windows server administration (advanced)
  • Differential GPS/Real Time Kinematic system (RTK)
  • Global Navigation Satellite Systems with an understanding of Real Time Kinematic systems
  • Knowledge of serial and CAN Bus connections
  • Valid driver's licence
  • Competence and understanding of historic and current Wenco hardware platforms
Skills and Abilities

  • Solid technical, analytical and problemsolving skills
  • Strong ability to plan and prepare for projects
  • Solid written and verbal communication skills
  • Strong presentation skills
  • Strong ability to work in highpressure environments (especially when onsite in remote mine site locations)
  • Strong ability to work effectively both in a team environment and as an independent contributor
  • Ability to prioritize and multitask based on customer and business needs
  • Ability to build long term relationships with clients
  • Ability to coach and mentor roles within the team

Reportando al Gerente de Servicios al Cliente, la principal responsabilidad del Analista de Servicios Técnicos Senior es brindar soporte a los roles de Analista y Especialista de Servicios Técnicos.

Como rol senior dentro del equipo, existe la expectativa de ser entrenador y mentor de roles más junior.

CONTRIBUCIONES ESPERADAS:

Expectativas de seguridad

  • Trabajar de forma segura, respetando la seguridad de los demás y contribuir activamente a mantener y mejorar la salud y la seguridad en el lugar de trabajo.
  • Seguir todos los procedimientos de trabajo seguro específicos del trabajo
  • Promover "La seguridad es lo primero" en toda la organización
  • Informe cualquier trabajo inseguro al líder del equipo de Wenco en el sitio o al representante / comité conjunto de seguridad y salud ocupacional local, a su gerente o al departamento de recursos humanos

Entregables y responsabilidades clave:

En la oficina**:

  • Brindar soporte oportuno por teléfono, correo electrónico y acceso remoto para el rol de Analista de servicios técnicos y para los clientes si los roles de Técnico de servicios técnicos y Analista no están disponibles
  • Mantener entornos de sistema duplicados de clientes existentes con fines de prueba y resolución de problemas
  • Registre / documente todos los problemas del cliente hasta su resolución utilizando el sistema de seguimiento de problemas de Wenco
  • Planificar y practicar para la implementación del sistema y proyectos de actualización.
  • Revisar y contribuir a la documentación del producto
  • Revise todos los casos de soporte antes de que se escalen al Nível
  • Comunicarse con el soporte global de Nível 1 sobre los problemas con los qu

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