Trimble

Job Profile: Undergraduate Technical Intern

Business Title: Cloud Services Intern

Location: Remote

Department:Cloud

Report To: Cloud Services Support Manager

Our Company

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.

Position Overview:

As a CS Intern, your role will include the responsibility of performing much of the day-to-day client engage support and case distributions. Cloud Services will respond to submitted requests from both internal and external stakeholders from various departments and customer groups with the use of phones/ticketing applications and other various communication vehicles. In addition, this intern will assist with problem solving, email engagement and customer success practices. 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 skills to detect, investigate and resolve software and hardware problems experienced by the customer and attempts to resolve and appropriately route for expedited resolution.

Primary Responsibilities:

• Monitor the Anti-virus systems, customer disk, cpu and memory alerts for resolution.
• Escalate issues on the support queue to aid in expedited remediation.
• Provides a professional interface to the Systems Support functions for the company
• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with cloud service.
• Query user to collect information about problem and leads user through diagnostic procedures to determine source of error
• Determines whether a problem is caused by software or hardware, and routes or resolves according to the best practices within the Team.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or system administration technical staff
• Logs and tracks calls using problem management database, and maintains history records and related problem documentation

Required Skills:

• Good communication skills, both oral and written, service oriented, positive, flexible team player
• Experience with Microsoft products (Windows desktop versions), (Server OS and applications platforms experience a plus) as well as MS Office desktop applications
• Interaction and administration of VMWare and Windows OS components such as disk, cpu, RAM, permissions management, and Active Directory administration.
• Working knowledge of LAN Networking, eg. TCP/IP concepts, DNS, DHCP, etc is a must
• Practical knowledge of supporting desktop environment tools around anti-virus, application distribution software techniques, web browser support, hardware/software inventory
• Ability to apply critical thinking to address proprietary enterprise software issues in the midst of an increasing complexity of computer systems including interrelated issues involving hardware, network, and 3rd party applications. 
• Time management and prioritization skills needed to manage multiple requests with varying levels of importance and criticality.
• Ability to work in a team environment, troubleshoot technical software problems, and end-user consultation
• Trimble Support is very much a team activity. Although most client interaction is one-on-one, it is crucial that the Support Technician works closely with other members of the team to communicate issues as well as involve specialized resources as necessary.
• It is important to be able to relate to customers with varying levels of technical skills and understanding; from the end-user, to the IT Manager, to the executive level

Preferred Skills:

• Technical background including exposure to networks and multi-user applications. 
• Proficient in using multiple application software packages for a MS Windows environment including Microsoft Office Suite
• Internet service at home to support telecommuting when needed
• Prior SQL and database experience strongly desired
• Any knowledge of VMWare or Citrix virtualization is desired

Physical Requirements: 

• Frequent verbal and written communication with team and other business associates by telephone, correspondence, or in person

Trimble Inc. is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D

Trimble is proud to be an equal opportunity employer. We welcome and embrace our

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

AskPX@px.trimble.com