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Analyst - Service Center

Requisition ID:  217357

  • Organization:  Svc - IS&T
  • Location:  [[location]]

Position Title: Analyst - Service Center

 

General Job Description:

Provides hardware, software and/or network installation and problem resolution support for automation equipment. Provides first line problem identification and/or resolution to internal users. Provides instructions to peers or customers as needed. Performs network server administration functions as needed. Performs other special projects as assigned. Should be comfortable interacting with international customers in English language. The profile requires working extensively with computers and head phones to take inbound / outbound calls. Will be part of a Global support operations group “virtual team” with peers from major Bechtel offices globally.

 

Position Duties/Responsibilities:

  • Provides professional first-level Help Desk Support to internal users over phone, email & chat. Responsibilities include first-level troubleshooting of hardware, software and operating system problems, tracking of issues and solutions, and issue escalation when appropriate. 
  • Must have excellent hands on experience with Microsoft Windows 7/8/10 operating system, as well as troubleshooting experience on the current Microsoft Office 365 suite of products.
  • MCITP/MCSE for Windows or equivalent expected as a minimum competency. ITSM or ServiceNow helpdesk experience is desirable.
  • Excellent customer service and team player skills are a must.
  • Tracking of issues and solutions; resolving or routing; escalating where appropriate
  • Interaction with all internal departments and support staffs.
  • Excellent English written and verbal communication skills are required. 
  • All applicants must have the right to work and remain in India.

 

Required Basic Qualifications & Skills:

  • Bachelor’s Degree in Computer Information Systems, Management Information Systems, or other Information Technology related field preferred.
  • 2+ years’ experience with standard hardware, software, operating systems, and database technologies.
  • Some technical experience with techniques and methods of troubleshooting end-user problems including the setup and support of software and hardware. 
  • Must have a good understanding of client server principles. 
  • Knowledge of basic networking technologies and principles. 
  • Understanding of network security including public key infrastructure and encryption technologies a plus. 
  • Requires strong customer problem solving and end-user support skills in applications setup and support.  Ability to incorporate "Lessons Learned" approach into revised work processes. 
  • Excellent customer service skills are required. 
  • Must have exceptional oral and written communication skills and the ability to document in written format technical processes in a timely manner. 
  • Must have the ability to work in a demanding environment with multiple priorities.
  • Candidate should be ready to work in rotational shifts as per roster
  • Rotating weekend work will be necessary in order to support a 24x7 global delivery model.
  • Candidates with international exposure in providing IT support will be preferred.

Bechtel is among the most respected engineering, procurement, and construction companies in the world.  We stand apart for our ability to get the job done right- no matter how big, how complex or how remote.  The reliability of our performance, the enduring quality of our projects, the strength of our ethics, and the seriousness of our commitment to safety and sustainability are evident in everything we do.  Bechtel delivers for its customers what others can only promise.

Build your career as you build some of the most challenging and complex projects in the world today.

Bechtel is an affirmative action/equal opportunity employer (AA/EOE).