TCC Seeks a Customer Support Engineer

Posted by Kelly Grant, TCC Senior Technical Recruiter

When you join the TCC team, you join a team of exceptional individuals who are experts in their fields.  At TCC, you will have the opportunity to use technology to make our clients’ lives easier and their businesses more profitable.

Customer Support Engineer will provide end user support services at customer site; face-to-face and remotely. Supported services include hardware break-fix repair, OS remediation, Application support, support to mobile devices (phones, tablets), Installation, Move, Add, Change and Disposal (IMAC-D) and Lifecycle Refresh on end user hardware, OS migration. Will manage ticket queue and insure high quality real-time notes/updates are captured.

Job Description:

  • Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected
  • Ensures maximum issue resolutions in minimum time
  • Evaluates new information systems products or services and suggests changes to existing products or services to better aide the end user
  • Identify, research, and resolve complex technical problems
  • Creates and manages escalation procedures and ensures service levels are maintained
  • Document, track, and monitor problems to ensure resolution in a timely manner
  • Develops standards, policies, and procedures for the Help Desk
  • Maintains a solution data base of technical issues affecting end users
  • Manages the help desk system software and its database
  • Phone and remote support for incoming tickets
  • Communication with customers to coordinate scheduling of on-site support
  • Documenting problem resolutions
  • Device configuration for emergency replacements
  • Provide regular status updates including details on any delays or unforeseen problems with the upgrade process.
  • Responsible for providing hardware and software required for this work effort along with overseeing all work and approving any changes required for its success.

Travel Requirements:

  • Must have and maintain a valid Driver’s License
  • Requires occasional travel to client locations in central Indiana area

Qualifications:

  • Associate’s Degree or equivalent experience
  • 3-5 years of experience in the field or related area
  • Desktop and server troubleshooting, customer service, documentation experience
  • Prior Managed Services experience is a plus
  • Technical Skills:
    • Windows 7 and Windows 10
    • Windows Server, Exchange Server
    • Hyper-V
    • PC hardware troubleshooting skills, rebuilds
    • PC imaging and re-imaging including user data moves
    • Enterprise tools (e.g. SCCM, Active directory, encryption, anti-virus)
    • MS Office 360 migration experience
    • Enterprise networking and printing

Benefits:

  • Health, dental and vision packages
  • 401(k) plan
  • Company paid life insurance
  • Paid time off

To see open positions at TCC, please visit our website http://e-tcc.com/open-positions

TCC Seeks a Customer Support Engineer

Posted by Kelly Grant, TCC Senior Technical Recruiter

When you join the TCC team, you join a team of exceptional individuals who are experts in their fields.  At TCC, you will have the opportunity to use technology to make our clients’ lives easier and their businesses more profitable.

Customer Support Engineer will provide end user support services at customer site; face-to-face and remotely. Supported services include hardware break-fix repair, OS remediation, Application support, support to mobile devices (phones, tablets), Installation, Move, Add, Change and Disposal (IMAC-D) and Lifecycle Refresh on end user hardware, OS migration. Will manage ticket queue and insure high quality real-time notes/updates are captured.

Job Description:

  • Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected
  • Ensures maximum issue resolutions in minimum time
  • Evaluates new information systems products or services and suggests changes to existing products or services to better aide the end user
  • Identify, research, and resolve complex technical problems
  • Creates and manages escalation procedures and ensures service levels are maintained
  • Document, track, and monitor problems to ensure resolution in a timely manner
  • Develops standards, policies, and procedures for the Help Desk
  • Maintains a solution data base of technical issues affecting end users
  • Manages the help desk system software and its database
  • Phone and remote support for incoming tickets
  • Communication with customers to coordinate scheduling of on-site support
  • Documenting problem resolutions
  • Device configuration for emergency replacements
  • Provide regular status updates including details on any delays or unforeseen problems with the upgrade process.
  • Responsible for providing hardware and software required for this work effort along with overseeing all work and approving any changes required for its success.

Travel Requirements:

  • Must have and maintain a valid Driver’s License
  • Requires occasional travel to client locations in central Indiana area

Qualifications:

  • Associate’s Degree or equivalent experience
  • 3-5 years of experience in the field or related area
  • Desktop and server troubleshooting, customer service, documentation experience
  • Prior Managed Services experience is a plus
  • Technical Skills:
    • Windows 7 and Windows 10
    • Windows Server, Exchange Server
    • Hyper-V
    • PC hardware troubleshooting skills, rebuilds
    • PC imaging and re-imaging including user data moves
    • Enterprise tools (e.g. SCCM, Active directory, encryption, anti-virus)
    • MS Office 360 migration experience
    • Enterprise networking and printing

Benefits:

  • Health, dental and vision packages
  • 401(k) plan
  • Company paid life insurance
  • Paid time off

To see open positions at TCC, please visit our website http://e-tcc.com/open-positions

State Governments Benefit from IT Infrastructure Outsourcing

Posted by Stephen Palamara, TCC Director of Business Development

Various governments — from small towns to federal agencies — have been sending public services to the private sector since the 1980s. Recently, more government agencies are looking at outsourcing to gain specific value-added benefits to the services that public agencies are delivering to the people.

Outsourcing information technology infrastructure services, such as hosting, puts paramount importance to expertise in performing certain functions within the government, treating each citizen as a customer who needs to be served with competence and efficiency. Governments look to outsourcing for the progressive transformation of the overall operation of their agencies. The public agencies’ bottom-line of providing quality service and optimizing taxpayers’ money are the primary drivers for state and local government agency outsourcing.

The School of Public and Environmental Affairs at Indiana University published a study that examined the implications of outsourcing some government functions such as information technology services.

Government Outsourcing: A Practical Guide for State and Local Governments. (2014, January). Retrieved January 3, 2018, from http://datasmart.ash.harvard.edu/assets/content/IU_SPEA_Government_Outsourcing_Report.pdf

The paper noted the following benefits of outsourcing:

  • Outsourcing of government functions can be a source of new ideas about how to perform work more efficiently using knowledge and resources in short supply in the public sector
  • Outsourcing can make research and development (R & D) feasible when government does not have the capacity to invest in innovation
  • Outsourcing can facilitate fundamental change in organization structure and culture that can result in improvements in performance
  • Outsourcing of infrastructure can be structured to provide funding necessary to modernize equipment and infrastructure
  • Outsourcing can free up government agencies to focus on strategy, planning, and core agency functions

You can follow this link to read the entire paper: http://datasmart.ash.harvard.edu/assets/content/IU_SPEA_Government_Outsourcing_Report.pdf

TCC has extensive experience in delivering high-value, cost-effective information technology solutions for the public sector. TCC’s IT managed solutions and proven methodologies in Infrastructure Managed Services ensure optimal system performance and secure applications for government agencies.

To learn more about our IT Managed Services, please visit our website https://www.e-tcc.com/managed-services.

 

Mainframe “Data Lineage” and Why It Matters Now

Posted by Rick Fowler, TCC Director of Mainframe Services

Everyone in the information technology world is concerned about data security. We hear news stories about data breaches involving millions of records which can lead to identity theft. This is every IT manager’s worst nightmare.

I read an article on the IBM Destination Z website that discussed “data lineage” and why understanding it matters now more than ever in the mainframe world. http://destinationz.org/Community/Evangelizing-Mainframe/May/Data-Lineage-Matters-More-Than-Ever

The author describes data lineage as the lifecycle of data, or how people access data. We know that technically data is stored on disk drives and tape cartridges, but we are increasingly sharing data, and the movement of that data creates risk. The article points out that the distance the data moves away from the storage unit increases the risk of exposure and hacking.

The article recommends performing a data visualization exercise to discover all data sources, application flow and interconnections. This includes mapping all business processes, which can also be valuable when migrating data and terminating end of life systems. When you can clearly see where the sensitive data moves and rests, it makes security and compliance much easier.

To learn more about TCC’s Mainframe Managed Services, please visit our website https://e-tcc.com/managed-services.