Your Title: Cloud Services Support Analyst
Job Location: Princeton, NJ (Preferred)
Our Department: Transportation - Cloud Services
What You Will Do
The Cloud Services Support Analyst will report to the Manager of Cloud Support, and will be a critical member of the company's cloud technical support team. Primary interaction will be between the users, customers, systems administrators and other systems engineers and administrators to provide effective technical services to our customers. As part of a strong technical IT customer support team function, the ideal candidate uses their technical and business skills to detect, investigate and resolve software and hardware problems experienced by the customer and attempts to resolve and appropriately route for expedited resolution.
Provide Technical Support:
Communication with customers via telephone and email to gather information, troubleshoot and provide suitable resolutions to technical issues. (This role will require some telephone communication to customers)
Respond to, evaluate, and prioritize incoming phone, voicemail, and email requests from users experiencing cloud service issues.
Guide users through troubleshooting procedures to collect relevant details and identify the root cause of the problem.
Troubleshoot and resolve technical issues, escalating complex problems to senior team members or system administrators as needed.
System Monitoring & Issue Escalation:
Actively monitor the case management system for tasks, system alerts, and customer reported issues, prioritize and successfully resolve these cases and document and communicate the steps that led to resolution.
Escalate unresolved issues within the support queue to ensure timely remediation.
Incident Documentation & Tracking:
Log, track, and update all support requests in the problem management database, maintaining accurate records of reported issues and resolutions.
Collaboration & Professionalism:
Serve as a professional point of contact for internal users and cross-functional teams, ensuring a positive support experience.
Determine whether an issue is related to software, hardware, or network components and route or resolve it based on team best practices.
Availability & On-Call Support:
TTE Cloud Services operates 24/7/365—while this role follows standard business hours, occasional support outside of regular hours may be required.
Participate in the on-call rotation to provide after-hours support as needed.
70% Troubleshooting and ticket resolution
20% Documentation, Projects & Other Duties as assigned
10% Professional Growth (Personal and Career)
What Skills & Experience You Should Bring
Associate degree or equivalent professional experience required.
2+ years of experience in an end-user support role.
Strong proficiency with Microsoft Windows desktop and server operating systems.
Experience supporting and administering Windows OS components, including:
Disk management
CPU & RAM optimization
Permissions management
Active Directory administration
Familiarity with Microsoft Azure administration, including OS components, security, and Active Directory. (Azure certifications are a plus.)
Working knowledge of LAN networking concepts (TCP/IP, DNS, DHCP, etc.).
Experience with desktop environment management, including:
Antivirus solutions
Software distribution
Web browser support
Hardware/software inventory
Working knowledge of Google Suite applications and other typical business applications.
Experience with troubleshooting methodologies and tools for diagnosing technical issues.
Strong plus: Experience troubleshooting Citrix Receiver and/or Workspace applications.
Problem-Solving & Critical Thinking:
Ability to diagnose and resolve technical issues related to enterprise software, hardware, networks, and third-party applications.
Strong plus: Troubleshooting skills in Microsoft SQL, Visual Basic 6, .NET, and relational databases.
Aptitude for designing and coding scripts and automations to enhance support efficiency.
Ability to analyze and resolve connectivity and system faults affecting end-users.
Communication & Customer Support:
Excellent verbal and written communication skills with the ability to explain technical concepts to users of varying skill levels. You will be required to call customers.
Ability to guide users through troubleshooting steps, identify operational errors, and provide clear resolutions.
Experience working in a team-oriented environment, collaborating with cross-functional teams and escalating issues when necessary.
Ability to interact professionally with end-users, IT managers, and executives.
Time Management & Professional Development:
Strong organizational skills to manage multiple requests with varying levels of priority and criticality.
Self-motivated with a desire to continuously learn and stay up to date with emerging technologies.
About Our Transportation Division
Trimble Transportation is in business for optimizing the movement of freight by providing shippers and carriers both mobility, enterprise and visibility software tools they need to run their businesses more efficiently. As the leading provider of Transportation Management Software (TMS), Asset Management Software (AMS), and Fleet Management Software (FMS) we are devoted to propelling companies in the trucking industry toward increased efficiency, lower costs and optimize operations.
Trimble’s Inclusiveness Commitment
We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.
We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.
Trimble’s Privacy Policy
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Pay Equity-
Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.
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Hiring Range:
50200-
64100-
Bonus Eligible?
No-
Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.
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candidates' diversity and take affirmative action to employ and advance individuals
without regard to race, color, sex, gender identity or expression, sexual orientation,
religion, age, physical or mental disability, veteran status, pregnancy (including
childbirth or related medical conditions), national origin, marital status, genetic
information, and all other legally protected characteristics. We forbid discrimination and
harassment in the workplace based on any protected status or characteristic. A criminal
history is not an automatic bar to employment with the Company, and we consider
qualified applicants consistent with applicable federal, state, and local law.
The Company is also committed to providing reasonable accommodations for
individuals with disabilities, and individuals with sincerely held religious beliefs in our job
application procedures. If you need assistance or an accommodation for your job, contact
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What We Do
Trimble is transforming the way the world works by delivering products and services that connect the physical and digital worlds. Core technologies in positioning, modeling, connectivity and data analytics enable customers to improve productivity, quality, safety and sustainability. From purpose built products to enterprise lifecycle solutions, Trimble software, hardware and services are transforming industries such as agriculture, construction, geospatial and transportation. For more information about Trimble (NASDAQ:TRMB), visit: www.trimble.com.
Trimble products are used in over 141 countries around the world. Employees in more than 30 countries, coupled with a highly capable network of dealers and distribution partners serve and support customers worldwide. As the market leader in most of our businesses, we offer a compelling value proposition to our customers based on productivity, return on investment and environmental stewardship. Come position yourself with an innovative industry leader and position yourself for success.
