Every moment of every day, people all over the world turn to Panasonic to make their lives simpler, more enjoyable, more productive and more secure. Since our founding almost a century ago, we've been committed to improving peoples' lives and making the world a better place-one customer, one business, one innovative leap at a time. Come join our journey.
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**What You'll Get to Do:**
Work with customers to procure mobility devices and equipment, identify, troubleshoot and resolve basic to complex technical and non-technical end user customer questions for all wireless mobility products. Escalate any unresolved issues to the appropriate channels and work under minimal supervision on advanced technical or unusual support problems.
+ Operations and support of Enhanced Virtual Private Network (EVPN), Internet Virtual Private Network (IVPN) and site owned ISP LAN-LAN Tunnels
+ Day to day LAN/WAN operations, maintenance, support and troubleshooting
+ Interface with third party network providers (ie ATT) for maintaining services
+ Support downstream routing requests
+ Understand the issues involved with administering and maintaining corporate infrastructure, including network connectivity, Internet access, email, etc.
+ Understands the issues involved in administering and maintaining corporate WAN.
+ Provides basic to highly complex technical support to resolve wireless carrier activation/set up, configuration and usability questions for end customers.
+ Troubleshoot hardware and service problems and facilitates carrier support calls as necessary.
+ Provides account and billing related support. Completes service cancellations and exception-based service extensions within established client guidelines.
+ Resolves customer problems and questions via phone and e-mail.
+ Utilize CISC-AM online trouble ticketing system to track and process requests for service
+ Refer to training; collaborate with associates, and exercises common sense on problem resolution.
+ Respond to customer email using Knowledge based articles, templates as well as formulating personalized responses.
+ Exercises good judgment by involving management in resolving customer issues as necessary.
+ Escalates unresolved customer issues in a timely manner.
+ Actively engages in continuous improvement recommending content, solutions, or alternative processes that may improve the customer experience or our operational efficiencies.
+ Accurately categorizes customer issues and their resolutions using the CISC-AM trouble ticketing and support system.
+ Uses the correct tools, resources and processes such as the mobility provider online Knowledgebase and escalation paths.
**RSA Secure ID:**
+ Maintain and support CISC-AM remote access RSA SecurID infrastructure
+ Day to day first and second level troubleshooting of technical issues in relation to remote access authentication and connectivity.
+ Integration with firewall and hardware client devices on the Panasonic backbone
+ Process new consultant and employee requests for VPN access
+ Insure compliance to all CISC-AM & Panasonic Corporate policy and procedures including but not limited to SOX compliance.
+ Serve as liaison to internal and external auditors to ensure compliance with all Panasonic Corporate & change management requirements
**What You'll Bring:**
**Education & Experience** **:**
+ Identify, research problems
+ Determine logical solutions
+ Use broad systems thinking
+ Be creative/innovative
+ Bachelor's degree in computer science preferred
+ 2+ years of Broad experience in IT functional areas and broad exposure to business operations
+ Professionalism - Good technical skills; demonstrated ability to apply good judgment in the context of assignment given
+ Technical Awareness - Good technical knowledge of LAN/WAN hardware (routers, switches, firewalls) infrastructure, VPN technology, workstations, desktop PCs, and peripherals
+ Teamwork - Good interpersonal skills and ability to establish and maintain effective working relationships.
+ Client Orientation - Good client service skills; ability to see things from the clients' point of view; ability to identify clients' needs and match them to appropriate solutions; ability to meet timeline for service delivery and keep clients informed at all times.
**What We Offer:**
+ Competitive compensation package
+ Comprehensive benefits
+ Pet Insurance
+ Paid Parental Care Leave
+ Employee Referral Program
+ Educational Assistance
+ Flexible Work Program
+ Volunteer time Off
+ Casual Dress Code
+ Total Well Being Program
Panasonic is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Pre-employment drug testing is required for safety sensitive positions or as may otherwise be required by contract or law. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Corporation of North America. Associated topics: infrastructure, ip, network, operating system, router, scom, server, system center configuration manager, system center operations manager, tcp