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Job Information
Job title

Site Operations Administrator - UK Support

Company Resourcis Information Services Inc.
Wage Not specified
Location United States, Georgia, Atlanta
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel None
Published on 8/20/2004
Description
TITLE:
Site Operations Administrator - UK Support

OPPORTUNITY:

Our client sets the standard for a new generation of analytical customer relationship management (CRM) for the brick-and-mortar economy. They provide a customer intelligence software solution for the store that enables businesses to continuously capture and analyze information about the customer experience, and act on this information in real-time to improve customer service, marketing, and store layout initiatives. They serve retailers, retail banks, and consumer packaged goods manufacturers throughout North America and Europe.

Description:
This is a technical position that provides first and second level support of remote customer systems that support the company?s product operations and provide application support to end users. Individual will perform daily checks of all sites and ensure data uploaded properly to the Client's systems. Perform troubleshooting of remote systems (hardware and software) and limit customer site data loss. This position will also manage hardware replacement inventory for deployment to sites. Additionally, this role will provide application support to end users. This includes answering questions on product functionality, report questions, and resolving inconsistencies or errors in the application.

The customers supported will be in the United Kingdom therefore the shift will begin at 3am Eastern Time. Training will occur during regular business hours; after training the candidate will begin the 3am shift.

PRIMARY FUNCTIONAL SKILLS / EXPERTISE

Customer Support Duties
? Primary responsibility for supporting end users in using the company?s product.
? Resolve application and report issues.
? Document all support procedures and cross train with other members of the Operations group.
? Escalate to Engineering application problems that have a customer impact.
? Root cause analysis of any system failure or performance issues.
? Define, design, and implement metrics to track availability and quality metrics of the supported systems.

Administrative Responsibilities
? Track the submission of all project-related paperwork (including expense reports, time sheets, sign-off sheets and other documents) to the project teams on time and in required format.

Site Operations Suties
? Monitoring of all daily data flow to ensure customer data is loaded in a timely basis.
? Remotely resolving application issues.
? Managing break/fix of site hardware (cameras, PC?s) via field service vendors.
? Remotely troubleshooting Windows OS issues.
? Re-imaging and loading software on site systems.

SECONDARY FUNCTIONAL SKILLS / EXPERTISE

Windows Systems Support
? Strong knowledge of Windows 2000.

EDUCATION, TECHNICAL EXPERIENCE AND OTHER QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

Bachelor's degree (BA or BS) from four-year college or university with emphasis in MIS or CS; or equivalent experience.

Experience:

Requires a minimum of 2 or more years supporting CRM/OLAP applications, preferably in an ASP business. Additionally, 2 or more years supporting Wintel systems running a mutli-tier application.

Other experience required:

? Strong expertise, 3+ years, in Windows NT and Windows2000/XP
? Experience in managing/supporting remote production systems (100+ windows systems)
? Application support experience. Ability to support customers via phone in answering questions and resolving issues.
? Detail oriented ? review data files daily for accuracy, meticulous record keeping
? Strong customer service skills and be an advocate for customer needs
? Self-directed and capable of managing multiple concurrent issues.
? Experience with Dell or IBM desktop computers.
? Mid-level IP networking knowledge (IP settings, basic routing, LAN architectures)
? Other Software Pluses: PCAnywhere, VNC, scripting skills (command line, perl, etc), Ghost, SMS, Terminal Services, Visio
? Other Hardware Pluses: Netopia/Cisco Routers

Other Skills and Abilities:

? Strong oral communication skills
? Superior written communication skills
? Ability to work in a fast paced environment with aggressive deadlines
? Must be a self-starter and take direction
? Good

Experience/Skills
See Above

Other desired skills:
Site Operations Administrator - UK Support
This job has expired.