Technology Services Group (TSG) Specialist at UPS

About the job

Please be informed this is a Temporary position for 1 year

Job Summary:

The Technology Services Group (TSG) Specialist provides customers with deployment and support services for UPS approved technology products. He/She supports internal and external customers and UPS Information Technology (IT) infrastructure. This position conducts hardware and software planning, performs network management and administration, and provides technical advice and training to customers and UAPs. The TSG Specialist organizes and coordinates activities for installing, deploying, and upgrading UPS approved software, hardware, and infrastructure. He/She troubleshoots technology related issues and collaborates with staff to deploy standardized practices and procedures to restore technical services. This position executes implementations and facilitates activities to support programs and projects. The TSG Specialist engages in regular audit(s) to ensure the IT environment meets UPS standards. He/She works in multiple locations (i.e., UPS facilities, customer locations and UPS Access Points) to perform deployment and support activities. This position gives support to landlines, cell phones, smartphones, data lines, HDVC and MOVI conference calls, and Private Branch Exchange (PBX) systems and works with vendors, coordinates visits, and provides support for any required tasks.

Job Duties:

Performs Integrations and Installations

• Applies standardized and approved procedures to complete customers’ work orders.

• Performs basic installations to provide system upgrades.

• Replaces defective equipment to meet departmental requirements.

• Inspects installations to ensure optimal operation.

• Documents and reports completed work to meet departmental requirements.

• Installs and configures standard technology products to complete customers’ work orders utilizing approved tools and following defined practices.

• Applies basic systems testing to verify with user groups that installations are operating effectively.

• Performs external customer integrations based on identifying customer needs and determining solutions to meet customer requirements.

Assists with Facility Technology Management

• Conducts building inspections to maintain the reliability and function of structures and systems.

• Assists with scheduling and reviewing building technology systems reports (e.g., servers, switches, routers, ups units, access points, etc.) to maintain effective operations.

• Verifies inventory records for equipment and parts to ensure spare inventory levels are appropriate for business needs and accounted for.

• Manages the removal and decommissioning of old equipment, configurations, and e-recycle to complete implementations.

• Develops and maintains asset management systems, policies, procedures, processes, and tools for global hardware and software assets (e.g., audit, compliance, etc.) to support sustainable innovation and to ensure consistency and effectiveness.

Fulfills Service Requests

• Receives and completes requests for support and services to ensure compliance with standards .

• Performs documented maintenance tasks to resolve common issues.

• Receives work requests to execute assigned tasks according to established processes and procedures.

• Maintains service records to document activities.

• Leverages tools and utilities to ensure performance meets established service and operating level agreements.

• Utilizes internal systems/tools to identify performance and business related issues and to create and act on internal service requests.

• Leverages established tracking systems to manage workload, to monitor progress, and to document resolutions.

• Troubleshoots and resolves hardware, software, and network related problems affecting approved deployed technology products to restore normal operations.

• Completes deployment and support activities using experience and knowledge to accelerate recovery while maximizing efficiency

Interfaces with Customers, Teams, and Associates

• Supports internal and external customers by providing information to increase understanding of changes, functionality, and enhancements to UPS systems.

• Interfaces with external customers, staff, and teams to gather business requirements for customer solutions and maintain system enhancements.

• Participates in IT projects to work with internal departments or external partners (i.e., consultants, agencies, and vendors).

• Provides information for problem identification and resolution to meet compliance requirements.

• Provides training to external and internal customers to increase product knowledge.

• Provides technical advice and expertise to internal and external customers.

• Performs complete user level training at APCS locations to train agents on UPS issued hardware and software.

• Creates presentations/tutorials for external customers to facilitate learning.

Conducts TSG Technical Disaster Recovery Procedures

• Maintains a local Disaster Recovery Binder (e.g., locations of critical equipment, software, recovery documentation, etc.) to provide documentation of equipment, inventory control, and ensure alternate service technicians can troubleshoot problems.

• Completes disaster recovery drills and exercises to verify the documented procedures work correct.

• Makes corrections to documentation as needed and forwards to TSG Supervisors to inform them of problems within the documentation and ensure problems are corrected.

• Performs proactive activities on infrastructure assets to avoid or minimize system issues and reduce operational down time.

• Disassembles technical equipment to clean, provide maintenance, and ensure longer service life.

• Keep spares (e.g., computers, scanners, etc.) in good condition (e.g., clean, working, and easily accessible) to ensure they can be used if technological disasters occur.

Addresses Customer Requests

• Receives internal and external customer requests via HDFS or in person to resolve in a timely manner.

• Maintains plans via PDT to prioritize customer requests based on business impact to ensure all requests are resolved in a timely manner.

• Researches customer requests using various systems to determine appropriate resolutions.

• Responds to customers to provide appropriate resolutions or referrals to alternate departments.

Job Specific Competencies:

• Bachelor’s Degree - Preferred

• Applies Foundation Hardware Knowledge

• Applies Help Desk Tools/Utilities Knowledge

• Applies Information Systems Knowledge

• Applies Internal Systems Knowledge

• Applies Network Technology Knowledge

• Detail Orientation

• Project Management & Report Generation

• Solicits and Gathers Information

• Solves Customer Problems

• Technology Knowledge