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Ryder System Skype for Business SME in MIAMI, Florida

Position Description

The primary objective of the position is to establish and drive ownership and accountability for Skype for Business (SFB) end user experiences. The candidate should have a deep knowledge, understanding, and experience working with Skype for Business and/or Teams. The candidate will serve as a Skype for Business/Teams SME and will review weekly trends, identify action items, and drive remediation actions. The Candidate will also assist with HQ AV general support and supporting AV needs for HQ Events.

Key Job Responsibilities:

  • Identifying SFB usage, reviewing weekly call quality trends, identifying action items, and driving remediation and/or improvement

  • Go to person for any SFB/Teams call quality and reliability related issues and acts as SME to projects/tasks designed to enhance the service/solution

  • Analyzing and troubleshooting user experience and service quality for SFB features

  • Serves as an SME for Skype for Business/Teams (support, educate train, etc.)

  • Providing guidance and deep technical knowledge with Skype for Business, Surface Hubs, and Skype Room System devices.

  • Reviewing user experience reviews and addressing concerns and issues

  • Reporting on overall call quality and user experience trends

  • Driving SFB remediation with the respective IT teams

  • Identify reoccurring issues raised through the Help Desk and driving actions if needed (user awareness, helpdesk KAs, etc.)

  • Driving remediation actions, progress, and open issues

  • Resolving issues, expedites, and escalations

  • Approving and delivering root cause for SFB incidents and overseeing corrective action. Engineer permanent solutions, and coordinate implementation

  • Providing support, (architecture, administration, maintenance, monitoring, backup, contingency), for multiple messaging and collaboration technologies

  • Architecting improvement opportunities spanning service delivery and user experience

  • Assisting with training documentation for SFB new features and functions

  • Assisting with the Implementation of new processes as process gaps are defined and solution matures

  • Maintaining existing and, as required, developing new documentation that will include but is not limited to SOPs and System Architecture Guides and diagrams adhering to organizational templates, policies, and standards

  • Identifying improvements, creating business cases, and conducting strategic planning exercises with senior stakeholders to develop roadmap and objectives, review current and proposed architecture to arrive at an agreed end-state solution.

  • Other duties as assigned

Requirements

  • High School diploma or equivalent

  • One (1) year or more experience in IT Support

  • Strong oral and written communications skills including the use of active listening and the ability to convey information clearly in both written and verbal communication

  • Excellent analytical/technical ability and problem solving /troubleshooting skills

  • Ability to:

  • Create and maintain professional relationships within all levels of the organization (peers, work groups, other departments, customers, supervisors, etc.)

  • Work independently and as a member of a team in a fast paced multi-task environment with minimum supervision

  • Work well under pressure, successfully meet schedules, work independently while interacting with personnel from differing management levels, and produce high-quality work with minimal supervision

  • Flexibility to operate and self-driven to excel in a fast-paced environment

  • Highly organized, with excellent time management skills

  • Detail oriented with excellent follow-up practices

  • Experience utilizing a Help Desk ticket tracking system (beginner level) preferred

  • Experience with remote access such as Citrix, VPN, and Remote Desktop (beginner level) preferred

  • Knowledge and experience with troubleshooting networked and local printers (beginner level) preferred

  • Knowledge and experience with troubleshooting network/connectivity issues, TCP/IP, DNS, and DHCP (beginner level) preferred

  • Knowledge and experience with troubleshooting Microsoft Office applications (O365, Outlook, SharePoint, OneNote, Skype for Business, etc.) (beginner level) preferred

  • Knowledge and experience with troubleshooting Smartphones and Tablets (Android and iOS) (beginner level) preferred

  • Experience and knowledge with troubleshooting Windows 7 & Windows 10 PCs (beginner level) preferred

Responsibilities

  • Diagnose, provide support, and troubleshoot issues on Windows 7 and Windows 10 PCs (laptops & desktops) and mobile devices (smartphones & tablets) running iOS and Android Operating Systems

  • Responsible for imaging, post image configurations, software installations, end user data transfers, and installation of PCs

  • Responsible for supporting and troubleshooting networked and local printers

  • Utilize IT incident/change/asset management system to document, prioritize and track requests

  • Coordinate hardware warranty repairs with the vendor as required

  • Provide Level 2 IT Support to end users with PC hardware, software, printing, mobile devices, PC re-images, data recovery, e-mail and software installations

  • Provide hands on IT technical support

  • Adherence to IT procedural guidelines and policies

  • Decommissioning and disposal of IT equipment and responsible for the accuracy of the Asset Management information

  • Provide support during employee relocations and other projects as required

  • Perform other duties as assigned

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Job Locations US-FL-MIAMI

Posted Date 1 month ago (11/1/2019 4:47 PM)

Requisition ID 2019-79652

Category Information Technology

Employment Type Ryder Temp Employee (3)

Travel Requirements 0-10%

Position Code 7835

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