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What success looks like in this role:
• Delivers and leads team in the delivery of Tier 2 remote hardware and software support services to clients to resolve product use and multi-product/platform problems, and/or questions relating to enterprise systems, networks and application software, as well as desktop applications that are beyond the scope of the client’s first level help desk support function. • Provides referrals and/or dispatches to other service providers to ensure that client’s service level and technical requirements are met. Interacts with clients in person or by telephone. • Answer questions about installation, operation, configuration, customization, and usage of second level remote hardware and software products. • Applies diagnostic techniques to identify problems, investigates causes and recommends solutions to correct failures. • Provides alerts and situation status information to both client and Unisys management. Coordinates critical client issues as well as new product and/or system implementations. • Monitors performance and ensures completion of operational processes including incident resolution, root cause analysis, change management, and continual service improvement in accordance with Service Level Agreements. • Prepares, approves and coordinates the implementation of technical documentation and ensures that technical and client documentation is clear, current, accurate and complete. • Identifies, develops and conducts training needs for other analysts and clients as appropriate. • May participate or lead defined projects activities. Initiates process improvements for internal and external clients. • May be required to work in rotational shifts (24x7 shifts applicable) and provide on call support if required. May function as a Shift Leader.
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You will be successful in this role if you have:
• University degree or equivalent education and experience • Minimum of 5 years relevant experienceAdvanced knowledge in one of the technologies relating to enterprise systems, networks, backup, storage, cloud or a customer proprietary, COTS, or Unisys application. Have specific certifications on the respective domain, platform or application. •Ability to support multiple clients/ technologies as part of shared support delivery. •Must be client focused, display interpersonal skills and be an effective team member. •Ability to train and develop staff and/or client.
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This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.
