Technician Ii

**ABOUT WIND RIVER**

Wind River is a global leader in delivering software for mission-critical intelligent systems. For more than four decades, the company has been an innovator and pioneer, powering billions of systems that require the highest levels of security, safety, and reliability. Wind River helps customers across automotive, aerospace, defense, industrial, medical, and telecommunications industries solve complex technology challenges on their journey toward the new intelligent machine economy.

The company’s software powers generation after generation of the safest, most secure systems in the world. Examples include playing a key role in NASA space missions — such as Artemis I, the James Webb Space Telescope, and multiple Mars rovers — and in recent 5G milestones — including the world’s first successful 5G data session with Verizon and in building one of the largest Open RAN networks in the world with Vodafone.

The company has received industry recognition for its technology innovation and leadership, and for its workplace culture, including global Great Place to Work certification and being named a “Top Workplace” for ten consecutive years. If you want to be part of a unique culture where the lived experience is based on our cultural attributes of growth mindset, customer focus, and diversity, equity, inclusion & belonging, come join us and help advance the future software-defined world.

**Purpose of the Job**

**Mission**

**Responsibilities & Accountabilities**
- Serve as a point of escalation and provide on-the-job training for other Help Desk members.
- Serve as liaison between staff and other departments to resolve issues.
- Maintain the highest level of teamwork and communication.
- Work closely with the Desktop team to perform installations, configurations, upgrade tasks and repairs, including but not limited to Windows, Linux environments.
- Author knowledgebase article submissions through ticketing system (RemedyForce) and other sources of information.
- Provide support services to Wind River employees with technical problems and information technology issues including, but not limited to Microsoft products, Adobe products, VPN, mobile devices, etc., involving desktop, laptop, communication devices or network services from local personnel or from employees using remote access.
- Troubleshoot and resolve minor hardware, software, and networking issues.
- Troubleshooting cell phone (Android / iPhone) issues.
- Respond to Help Desk calls and problem tickets (Incidents), following in-house procedures and escalation processes utilizing our ticketing system (RemedyForce).
- Responsible for timely resolution of problems or escalation on behalf of customer to appropriate support teams.
- Maintains password security, data integrity, and file system security for the desktop environment.
- Creating, maintaining, and deleting user accounts (Windows, UNIX, VPN, etc.).
- Assist in identifying resolution gaps at the help desk, with any standard operating procedures and customer service guidelines relating to IT support.
- Support and troubleshooting of printers.
- Assist in coordinating and performing telecom moves, add and changes, or termination of service, acting as liaison between the telephone operating companies and Wind River Employees in matters dealing with their telecom needs, and providing some degree of technical expertise.
- Setup and manage the phone numbers and voice mailboxes for various sites.
- Supports and maintains effective relationships with users.
- Performs other related duties as assigned.

**Performance Measurement**
- Customer satisfaction
- Remedy Force work report.

**Person Specification**

**Educational Requirements**

Bachelor or equipotent

**Experience/ Competencies**
- 2-4 years of related experience.
- Verbal and written fluency in English.
- Excellent Customer Service Skills.
- Ability to complete tasks in creative and effective ways.
- Demonstrated success achieving goals within broadly defined objectives formulated in tandem with supervisor.
- Ability to work responsibly with or without direct supervision.
- Ability to work on assignments requiring considerable judgment and initiative. Understands implications of work and makes recommendations for solutions.
- Must learn quickly and adapt to a changing environment and be eager to accept new responsibilities.
- Capable of supporting a larger number of employees with Help Desk support that may include troubleshooting, repair and/or configurations on workstations and peripherals.
- Action oriented and strong customer focus.
- Must have Functional/Technical Skills and great at problem solving.
- Ability to think around problems and come up with creative solutions is helpful.
- Able to produce quality in work output.
- Timely Decision making.
- Experience with administration/operation of Active Directory, VPN, RemedyForce.
- A+ or Microsoft certification required.
- Attention to detail.

**Benefits**
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