Senior Technical Services Analyst Analista Senior

hace 2 semanas

Santiago de 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 Tier2.
- 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 one-on-one 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 problem-solving skills
- Strong ability to plan and prepare for projects
- Solid written and verbal communication skills
- Strong presentation skills
- Strong ability to work in high-pressure environments (especially when on-site in remote mine site locations)
- Strong ability to work effectively both in a team environment and as an independent contributor
- Ability to prioritize and multi-task 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 2.
- Comunicarse con el soporte global de Nível 1 sobre los problemas con los qu

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