IT Customer Support (Contractor)

US-CA-Sunnyvale
Job ID
2017-5790
Category
IT

Overview

At Rambus, we are turning incredible possibilities into everyday reality by helping to deliver the innovations that greatly impact the world we live in. We create leading-edge semiconductor and IP products, spanning memory and interfaces to security to smart sensors and lighting. Our products are integrated into billions of devices and systems around the globe, running critical applications for Big Data, Internet of Things (IoT), mobile, and consumer platforms.

 

And our history runs deep – we have been a staple in Silicon Valley since 1990 and are continually anticipating key technology trends to develop innovations that drive market changes. From a pure IP provider to becoming a fabless chipmaker and developer of innovative software solutions, Rambus is evolving to address critical challenges throughout the industry.

Rambus IT is looking for a Customer Support candidate who will primarily provide internal support to users in Sunnyvale as well as other sites as needed.  In this position you must have good customer service skills, passionate about technology and willing to learn. You will be responsible for maintaining inventory of equipment, documenting issues, assist with video conferencing and escalating any incidents.  It is a very dynamic and fast-paced environment and should have the ability to multi-task.

Responsibilities

 

 

 

  • Perform day to day activities in  the office and will be responsible for following tasks
    • Deep knowledge of Unix/Linux internals administration, configuration and scripting
    • Experience supporting Windows system
    • Printer setup
    • Assist users with video conferencing/Skype for Business using Polycom Group Series and/or WebEx
    • Perform troubleshooting, issue resolution, and root cause analysis for any IT issues at the local site
    • Ensure user systems are getting backed up using CrashPlan
    • Resolve issues escalated from Level 1 support requiring elevated privileges or local site knowledge
    • Assist and train local site employees in the utilization of provided technologies and systems
    • Mentor junior level technicians (remote) to continually improve customer service
    • Monitor and test computer and network systems to ensure they are functioning properly
    • Perform required upgrades and maintenance and coordinate scheduled outages with other Rambus IT staff
    • Order and buy computer systems, peripherals, and supplies to support local business needs after consulting with IT staff
    • Supervise local vendor performance for contracted IT services
    • Represent site in IT/Engineering Council
      • Be able to identify business needs and opportunities
      •  Manage computer room and local IT infrastructure
        • Maintain UPS maintenance
        • Troubleshoot basic infrastructure (DNS, blade chassis, server/network hardware)
        • Update PDU and equipment maps
        • Manage LAN terminal server, and KVM
        • Keep inventory (cables, network ports, phones, desktops, laptops, server room equipment)
      • Manage Network
        • Patch network, phone, and telecom ports
        • Manage structured cabling
        • Configure network ports
        • Troubleshoot wireless, LAN, and WAN
        • Monitor infrastructure and configure monitoring tools
        • Manage local telecom needs and call support during outages
        • Manage projects such as expansions and move, including planning, budgeting, purchasing, and vendor management, etc.
        • Document current build and run books

 

Qualifications

Professional Competencies

 

  • Ability to work without supervision
  • Team player that works well with remote colleagues
  • Good communication skills
  • Initiative
  • Ability to multi-task
  • Problem solving skills
  • Customer service focus

 

Key Job Skills

 

  • Well versed in various client technologies, hardware platforms, and operating systems
  • Strong networking skills (CNA level preferred)
  • Telecom and A/V experience
  • PC and network security (including Anti-virus) experience
  • Experience managing vendors
  • Application testing/Quality Assurance
  • NetApp storage experience is a plus
  • Familiar with enterprise systems and methodologies

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