Infrastructure Support Analyst

The Infrastructure Support Analyst will complement the IT team in the Warrendale, PA offices and provide Tier I and Tier II technical support to our business users. This position will support all the EMT offices and remote users. We are looking for an excellent communicator who can understand the daily support issues.

Essential Skills and Responsibilities:

• Provide in-person and on-line support for all EMT users
• Respond to support phone calls, emails, and support tickets from business users
• Work with other IT staff to provide desktop hardware/software support to business users
• Build and maintain high quality customer relationships through consistently demonstrating an elevated level of professional service and demeanor
• Respond to and resolve issues in a timely manner, escalating as required ensuring effective and timely resolution
• Maintain positive working relationship with users and provide effective communication updates
• Review incoming support incidents daily
• Support all EMT employees (West Coast, East Coast, and Globally)
• Providing solutions and advice on technical issues
• Ability and wiliness to learn from other IT team members and/or independently
• Document and analyze technical issues and customer interactions
• Using feedback from customers to improve problem-solving techniques and customer service
• Document the root cause of issues and contribute to the knowledgebase
• Own the problem and find a resolution, don't leave the customer without a solution
• Troubleshoot support tickets related to technology issues that range from Cloud apps, hardware issues, network issues, server issues, security issues, Office 365 issues
• Support on-premises and remote hardware deployments
• Provide support for Autopilot/Intune joined devices

Relevant Experience:

• Hands-on experience in computer science, related field, or certifications
• Hands-on experience with helpdesk ticketing systems and technical support

Preferred Qualifications:

• Knowledge of the following:

• Office 365
• Two factor authentication
• Break/Fix - laptops and desktops
• Standard deployment of computers (use of imaging software)
• Experience with Active Directory
• Microsoft SharePoint
• Network connectivity issues (Diagnose/troubleshoot)
• Mobile phones (iPhone, Android)
• Printers
• ERP systems (Made2Manage)
• Basic application troubleshooting

• Excellent interpersonal and customer service skills
• Critical-thinking and problem-solving skills
• Ability to quickly diagnose and resolve technical issues
• Exceptional teamwork skills to help other technical support workers
• Proactive and can work with the rest of the team to solve the problem
• Ability to learn modern technologies and implement them
• Ability to identify an issue an implement a solution independently
• Excellent written and verbal communication skills
• Understanding of manufacturing and associated technologies
• Travel to Pleasanton, CA when required

Employee Type: Hourly

Currency: USD

Salary Minimum: 55,000

Salary Maximum: 65,000

Incentive: No

AMETEK, Inc. is a leading global provider of industrial technology solutions serving a diverse set of attractive niche markets with annual sales over $7.5 billion., AMETEK is committed to making a safer, sustainable, and more productive world a reality. We use differentiated technology solutions to solve our customers' most complex challenges. We employ 22,000 colleagues, in 35 countries, that are grounded by our core values: Ethics and Integrity, Respect for the Individual, Inclusion, Teamwork, and Social Responsibility. AMETEK is a component of the S&P 500. Visit https://www.ametek.com/careers for more information.