Zoetis

Position Summary:

This position will provide advanced technical support for Zoetis connectivity ecosystem installation and problem resolution. The Zoetis connectivity ecosystem consists of USB and Ethernet TCP/IP connected devices, connectivity hub devices, internet connectivity, and associated Ethernet networking infrastructure devices. The networking environment includes wired and wireless networking in small and medium office networks and cattle farms that are managed by the Zoetis customer. The connectivity ecosystem extends to and includes basic support of Practice Management System integration from the Zoetis connectivity side.

This position will deliver technical support both remotely and on-site at customer locations. This position will require close interaction with internal colleagues, external vendor support teams, Zoetis customers, and third-party representatives engaged by Zoetis customers for their IT support. This position will typically take a leading role in guiding the installation or trouble analysis process, will give direction to the involved parties, and will be responsible for driving the task to conclusion.

This position will provide input and guidance in the development of best practice processes, procedures, and training materials for internal technical support and installation teams.

This position will provide guidance and consultation to internal colleagues regarding possible ecosystem configurations and necessary equipment for specific installation scenarios. This will involve potential collection and analysis of site survey information and interviews with internal colleagues, Zoetis customers, and third-party support vendors engaged by Zoetis customers.

This position will work closely with Practice Management System vendor support teams to identify and/or resolve integration issues in released software.

Responsibilities:

• Provide remote and on-site support for escalated ecosystem installation and support cases, including hands-on installation and configuration of equipment as needed when on-site
• Provide technical direction to internal and external resources to resolve issues and to successfully complete ecosystem installations
• Assist in the development of best practice processes, procedures, and training materials for technical support and ecosystem installations
• Work with Practice Management System vendor technical support to resolve integration issues on behalf of the mutual customer
• Work effectively with all stakeholders on technical and business processes surrounding ecosystem support and problem resolution
• Manage competing priorities, workloads and activities to support various business initiatives and cross-departmental tasks
• Perform other related job duties as assigned or apparent

Education:

• Bachelor’s degree in Computer Science, Information Technology, or a closely related technical field is required
• A minimum of 6 years of relevant infrastructure experience is required with at least:
• 3+ years of experience in office LAN/WAN setup, configuration, and support
• 2+ years of experience with and responsibility for local area networking and help desk support
• Experience in providing remote technical support in a desktop, LAN/WAN and server environment, focusing on network connectivity and server support
• Experience in office LAN/WAN setup, configuration, and support
• Experience working with third-party managed networks is preferred

Knowledge, Skills, Ability Requirements:

• Knowledge of LAN/WAN network topologies and their components
• Knowledge of server topologies and O/S configuration
• Knowledge of network security, firewalls, and web filters
• Skilled in Ethernet and TCP/IP network setup, problem isolation, and problem resolution
• Ability to provide effective remote technical support to internal and external stakeholders with varying skill levels and working in a variety of networking environments
• Ability to work with a variety of computer hardware, operating systems, and network connectivity to achieve a functional networking environment
• Ability to work with individuals of varying technical skill to remotely locate, identify, and interact with network infrastructure components
• Ability to write clear and concise documentation
• Ability to easily adapt to and learn new technologies
• Ability to maintain confidentiality of information received, processed, or prepared
• Possess good organizational skills
• Ability to travel locally and international as needed to provide on-site support at customer locations
• Excellent spoken and written English; additional foreign language is a plus

Full time

Regular

Colleague

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at zoetiscolleagueservices@zoetis.com to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of “@zoetis.com”. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.