Technical Support Specialist

About PCG

PCG is an international management consulting and technology services company focused on helping public sector clients achieve their performance goals and better serve populations in need. The company offers consulting services in the areas of special education, school evaluation, health care, and human services.

Founded in 1986, and headquartered in Boston, Massachusetts (USA), PCG has more than 1100 professionals in 37 offices in the US, Canada, and Europe. The firm draws on more than two decades of consulting to public sector clients to deliver best-practice solutions and measurable results, and has built its success on the foundation of strong relationships and collaborative partnerships with its clients.

PCG International opened European offices in Lodz, Poland (May 2010) and London, England (March 2012).

Overall Responsibilities

1. Provide network, computing, and desktop support functions. You will be located in our Lodz, Poland office, reporting to the Manager of Operations in PCG\'s Information Technologies Services (ITS) Group in Boston, MA. As part of our global ITS organization, you will provide desktop equipment provisioning and support to a small but growing number of employees in Europe (currently ~ 12 staff). You will establish and maintain network connectivity among offices to ensure that employees are able to access necessary corporate services, applications, and repositories hosted in the US (e.g. Microsoft Exchange, SharePoint, Clarity, JIRA). Depending on the needs of the ITS Group, you may also be asked to provide support to employees in the US.

2. Provide application monitoring and support functions. You will work with our third-party hosting providers and partners to effectively monitor and support a customer-facing application in Poland (and other new applications as they are developed). Your goal will be to ensure that the application is available at all times outside of scheduled maintenance windows. You may need to diagnose different types of problems, from basic accessibility issues to more complicated application issues such as ensuring that scheduled file transfers and jobs run at the appropriate times. Basic Linux scripting, knowledge of open source applications, along with the ability to intuitively analyze log files and query SQL databases, will be important skills. Information you provide to the development team and hosting provider will be used to resolve issues and improve the stability of the application(s) going forward.

3. Act as a liaison between consultants, developers, and hosting providers. You will work with consultants, project managers, developers, architects, and hosting providers to upgrade the physical and virtual infrastructure to support new applications in a redundant, fault-tolerant, and cost-effective manner.

Specific Responsibilities

· Provide full lifecycle desktop support to PCG Europe employees (supporting, monitoring, testing, and troubleshooting hardware and software)

· Install, configure, and maintain office networks. Diagnose / troubleshoot network and connectivity issues using automatic and manual monitoring

· Prioritize and escalate issues to PCG level 2 and 3 support as defined in governing procedures

· Follow best practice ITIL process, seeking continuous improvement of systems and processes. Act proactively to identify areas for improvement.

· Record and track support incidents and requests. Escalate if necessary, and work with appropriate stakeholder until ticket is resolved. Ensure that all decisions and actions taken, through to final resolution have been captured

· Test fixes to ensure that problems have been adequately resolved.

· Access software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in problem resolution

· Identify and learn appropriate software and hardware used and supported by the organization, as well as PCG\'s partners and vendors in Europe.

· Provide off-hours monitoring and escalation support for US-hosted services as required.

· Provide training to department staff members as office team grows.

· Review IT vendor\'s proposals and monthly invoices to ensure that contracted services are being delivered and managed in the most cost-effective manner possible.

· Research and recommend software, hardware, and tools to meet business objectives (improve operational efficiencies, reduce costs, and provide high levels of service availability)

· Work off-hours or be on-call if required by management.

Qualifications

· An IT diploma or bachelor\'s degree in computer science

· 2 years of related work experience

· MCSE and/or ITIL Foundation certificate would be an asset

Skills and Experience

· Strong knowledge of Microsoft Windows and Linux operating environments (e.g. Shell/Perl scripting).

· Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning

· Highly self-motivated and directed with a keen attention to detail

· Proven analytical and problem-solving skills

· Strong documentation skills

· Ability to effectively prioritize and execute tasks in a high-pressure environment

· Fluency in English, both spoken and written

· Ability to absorb and retain information quickly

· Strong proficiency using and administering network and application monitoring

· Understanding of software development processes and tools, plus exposure to Java development, would be a plus.

· Experience with the following third-party tools and systems desired:

oCom Vault

oSunView Change Gear service desk solution

oSolarWinds Orion monitoring tool

oOpnet network and application monitoring

oMicrosoft SCOM

oVmware

oLinux (CentOS or Red Hat)

oAtlassian JIRA and Confluence

oWindows Server 2003/2008/2010, Microsoft SQL Server, Microsoft Office 2012, McAfee Antivirus, and backup solutions

Work Conditions

· Sitting for extended periods of time

· Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components

· Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Applicants may apply for the Technical Support Specialist position by contacting Lukasz Nowak, at Aplikuj

Aplikuj

Technical Support Specialist (Specjalista ds Pomocy Technicznej)

Łódź

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Technical Support Specialist (Specjalista ds Pomocy Technicznej)

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Technical Support Specialist (Specjalista ds Pomocy Technicznej)

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