TSG Analyst

Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

The Technician provides quality technical customer support through efficient asset management, timely problem resolution, comprehensive training on new rollouts, and innovative solutions that add value, reduce cost, save time, and increase productivity. He or she provides knowledgeable support of UPS systems to resolve problems quickly and accurately. The position provides support to external customers during the implementation phase to ensure solutions meet & exceed customer expectation.

Job Duties

Responds to Customer Service Requests

• Communicates with internal users to discuss identified problems or concerns and resolve the issues (e.g. hardware or software malfunction, user error, etc.).
• Conducts follow-up with internal users to verify issues were resolved completely.
• Completes problem logs and work orders to avoid operational delays in resolving issues.

Performs Hardware Technology Audits & Manage inventory

• Performs PC audits and analysis to verify compliance with UPS technology standards.
• Logs into TSG Inventory Database to update and maintain inventory and ensure correct listing of equipment spares and equipment is completed.
• Performs routine maintenance on equipment (i.e., Preload Assist System [PAS]) to check for damaged or missing parts and verify condition of cables and power strips.

Performs System Builds, Rebuilds, and Updates & Completes Corporate Service and Upgrade Projects

• Installs upgrades as released and required to maintain expected system and PC functionality.
• Completes system back-ups to maintain data files in the event they are needed for restoration of data.
• Gains time commitments from others (e.g., TSG Supervisors, Business Managers, office employees, etc.) and sets schedule to complete projects by the required due dates.

Formulate Solutions & Coordinates Solution Implementation and Delivers Training

• Collaborates with cross functions to understand customer objectives and business challenge.
• Meets with customers to demonstrate solution functionality, solicit feedback, and address questions.
• Setting up hardware / software and provide troubleshooting for external customers

as and when required.

Judgment/ Discretion

Demonstrates Advisory Discretion and Independent Judgment

• Provides information to decision makers to influence decisions that impact the work group or organization. 
• Analyzes data or information to make general recommendations to others.
• Works within the company's policies and practices to meet work group objectives.

Requirements:

• Candidate must possess at least Post Graduate Diploma/Professional Degree in Information Technology or equivalent.
• Preferably 2 years of working experiences in the related fields.
• In-depth knowledge and experience in Microsoft products.
• Strong analytical and organizing skills.
• Good communication skills and interpersonal skills.
• Fresh graduate is encouraged to apply.

Employee Type:

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.