Qualcomm Site Technical Services Technician (Site Support) - Raleigh NC in Raleigh, North Carolina
Site Technical Services Technician (Site Support) - Raleigh NC
North Carolina - Raleigh
Provide technical and engineering support to all Site Technical Services (STS) Technicians, IT related support groups, and all customers. An IT Field Services Technician will offer support with higher level issues that require in-depth research, testing, and training. You will be responsible for managing individual STS related projects providing an Engineering level perspective which represents the best interest of STS. In addition to attending meetings on behalf of STS, you are expected to maintain project reports and keep management and related support groups apprised of current status. You are also responsible for providing guidance, training, and technical direction to lower level staff.
The responsibilities of this role include:
Working under some supervision.
Making decisions that are moderate in impact; errors may have relatively minor financial impact or effect on projects, operations, or customer relationships; errors may require involvement beyond immediate work group to correct.
Requires verbal and written communication skills to convey information that may be somewhat complex to others who may have limited knowledge of the subject in question.
Most tasks require multiple steps that can be performed in various orders; some planning and prioritization must occur to complete the tasks effectively; mistakes may result in some rework.
Deductive and inductive problem solving is required; multiple approaches may be taken/necessary to solve the problem; often information is missing or incomplete; intermediate data analysis/interpretation skills may be required.
Exercising creativity to draft original documents, imagery, or work products within established guidelines.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Performs all computer hardware and software installations and upgrades using standard processes and procedures.
Determines which work tasks are most important for self and junior personnel, manages distractions, and independently deals with setbacks in a timely manner.
Diagnoses, isolates, and fixes hardware-related computer problems using standardized departmental procedures by checking all computer cabling connections, testing connections to all periphery equipment, reloading or re-booting programs and machines as needed, and/or switching out hardware/computer parts to troubleshoot equipment independently under little supervision.
Performs data transfers from one computer to another for replacement or upgrade and ensures the integrity of all data transfers.
Manages individual project priorities, deadlines, and deliverables with minimal supervision.
Conducts standard processes and procedures for office moves, new employees, and terminations by identifying and documenting all necessary hardware and executing required setup.
Diagnoses, isolates, and fixes software-related problems using standardized departmental procedures by checking all software configurations and reconfiguring software as needed at site visits, or by switching out software to further troubleshoot and debug independently under little supervision.
Anticipates complex issues and discusses within and outside of project team to maintain open communication.
Adapts to significant changes and setbacks in order to manage pressure and meet deadlines independently.
Maintains data in trouble tracking systems with regard to customers and/or hardware.
Resolves intermediate networking problems using commonly understood departmental procedures such as using equipment to check cable connections, repairing all cable connections and cross connections, completing new cable hook-ups and connections, and pulling cables in network closets and connecting them to the appropriate office ports and switches independently.
Acts as a resource for less knowledgeable personnel.
All Qualcomm employees are expected to actively support diversity on their teams, and in the Company.
High School Diploma or equivalent.
3+ years experience in IT or related area.
3+ years experience with more than one operating system such as Linux, Mac OSX, Windows.
2+ years experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).
Bachelors degree in a technical field (e.g. Computer Engineering, Computer Science, Information Systems) OR A+, multi-vendor hardware certification, working or completed MCSE certifications a plus. Minimum of 6+ years prior computer/telephony installation, upgrade and repair experience required and 24 months as Senior/Specialist level staff member. Assist fellow employees on the more complex technical issues. Provide solutions and escalate to outside IT groups when appropriate. Follow up with documentation of solution and submit to the entire STS team. Identify areas of improvement needs. Establish and document procedures for these areas and implement the necessary training. Update established procedures to keep up with on-going changes. Research and development of tools for future STS support needs. Assuring that STS is using the latest and most efficient troubleshooting and repair techniques for both the Telecomm and Computer side. Updating common STS procedures, assuring that we are meeting expectations of other IT support departments along with keeping STS standards updated. Evaluates new computer/telephony HW and makes recommendations to IT management concerning the use/purchase of new computers, tools, and equipment. Evaluate and test the latest images provided to STS. Make recommendations to improve the quality and overall stability of our image support demands. Lead special projects (upgrade 25+ computers, re-image 25+ computer, etc), delegates project tasks to lower level staff members and ensures projects are completed according to schedule. Work closely with Management on many IT projects that affect STS. Provide input to the external IT groups (attending meetings). Document and report impact to STS Management; providing suggestions and solutions on the affected STS support areas. Develops and maintains specialized images, software, or tools. Assists Server Administrators with server hardware and software installation and maintenance. Must be available after-hours for on-call Tier 3 support. Travel, domestically or worldwide for Field Service support is required and should be expected. In addition to full server, desktop, (telephony and computer) and networking infrastructure support it is also required to concentrate efforts on learning to become a specialized Engineer either in Computer, Telephony, Networking, or Sys Admin. This will enhance his/her capabilities in all local, domestic and international issues, spanning from the MDF/IDF/Data Center to the desktop. SMS Administration and UNIX Administration should be a solid part of the skill sets. She/he will be counted on to interact with other support groups sharing common or like technical disciplines. Web authoring and/or development will be strongly encouraged. A STS Engineer should have a comfortable grasp of CDMA technology. Excellent communication skills required, (both written and verbal). Strong customer service skills are a must. Some certifications for specific tasks or critical mission will be required. In-depth knowledge of QC internal policies and procedures are mandatory.
High School Diploma or equivalent.
Preferred: Bachelor's, Computer Networks & Systems or equivalent experience
EEO Employer: Qualcomm is an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or any other protected classification.