Client Service Tech at Coherent Corp.

Primary Duties & Responsibilities

• Expert at troubleshooting and escalating IT issues to other IT support groups
• Ability to work alone and work on special projects with defined timelines
• SME for company core applications such as MES, Office 365, Printer Servers, various engineering applications, etc.
• Diagnoses and resolves product performance problems
• Ability to maintain, schedule and process e-waste.
• Understands maintaining asset management system.
• Works on major corporate projects such as application beta testing and deployment
• Supports a major upgrade project that could include replacing network hardware in MDF/IDF.
• Work with outside vendors as needed.
• Ability to work on outages with other IT support groups.
• Ability to write technical documentation.
• Ability to take on tasks or projects assigned by a lead or manager.
• Understand how to use advanced features of SCCM and to deploy core application and OS images.
• Detailed-oriented, able to manage a variety of tasks in an efficient, accurate manner within deadlines.
• Improve Client Services operations through regular process improvement and challenging the current environment to improve.
• Support after-hours calls with rotating schedule

Education & Experience

• 5 + years of IT support experience 
• 4-year college degree in IT or equivalent IT experience.
• IT certifications a plus
• Expert understanding of Windows Active Directory, Group Policy, DNS, DHCP, RDP, printing, and management of user accounts, distribution lists, and security groups. standard office software tools (Microsoft Office), AV applications, VPN, and Wi-Fi
• Familiar with using Remote Systems management and configuration tools such as Microsoft SCCM to deploy software or connect to remote PC's
• Experience in 
• Focus on problem solving using effective troubleshooting and critical thinking skills.
• Ability to prioritize assignments while working on various projects simultaneously.
• Expert problem-solving and critical thinking skills.
• Ability to adapt to change quickly.
• Able to work in a team as well as independently.
• Occasional travel required to other locations
• Excellent verbal and written communication skills.

Skills & Other Requirements

• Good customer service skills including listening skills, sense of urgency and enthusiasm
• Good verbal and written communication skills; ability to communicate effectively with general end-users 
• Demonstrated problem-solving and work prioritization skills
• The employee will be expected to work in a normal office environment as well as have a proper remote workspace available
• Willingness to travel to provide hands-on support as needed
• Willingness to work off-core hours for global team collaboration and support as needed

Working Conditions

• Standing on feet up to eight hours
• Flexibility to work in and out of a clean room

Physical Requirements

• Position may require ability to lift basic hardware, Information Technology supplies (ie PCs, laptops, personal printing devices)   
• Ability to lift 50 lbs.

Safety Requirements

All employees are required to attend scheduled training, follow the site EHS procedures and Corporate EHS standards.  This includes the use of proper protective equipment (PPE) as required by the job responsibilities.

Managers will ensure that all safety and environmental procedures are followed consistently.  They will ensure that risk assessments are performed, proper training, work instructions, required PPE is available, and will monitor compliance.  

Company