Terumo Blood and Cell Technologies

Support Engineer

• Provides quality support for ITS customers by assisting with technical computer and software issues.
• Installs, fully configures, and supports Windows operating system and Microsoft Office applications.
• Works incoming requests via the incident and request tracking tool to assist in the resolution of computer-generated issues.
• Handles hardware and software asset management.
• Ensures customer satisfaction by providing answers and resolution to incoming issues.
• Logs customer contacts and either answers questions directly or appropriately evaluates requests for escalation to the next level or specialist for resolution.
• Assists in resolving various connectivity issues, both remote and local.
• Coordinates schedules with team members to ensure coverage during business hours.
• Works directly with other technical groups to analyze and resolve technical issues in the areas of client computing, servers, WAN/LAN, VoIP telephony, and business applications.
• Recommends modifications to system processes within the area(s) of functional expertise.
• Participates on project teams as necessary to design and implement new or changed IT services.
• Creates knowledge articles for associates and IT colleagues.

ITS Support Technician