Senior Technical Support Specialist

Role Overview

• Manages the lifecycle (ticket generation to closure) of all incidents and service requests for their affected end users
• Resolves incidents and fulfills service requests (phone, e-mail, walk-up, self-service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service.
• Provisions and maintains all end-user computing equipment, such as desktop/laptop hardware, software, mobile devices and peripherals in accordance with IT operations policy and procedures.
• Provides instruction and feedback in the observation of other Technical Support Specialists to help develop skills, improve communication, and create a learning environment.
• Assists in the training of end users on desktop productivity software and other applications in accordance with IT operations policy and procedures.
• Escalates incidents to the appropriate IT operations resources in accordance with established procedure.
• Monitors open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements.
• Provides set-up, support, and verification of multi-media functionality for conference calls and auditorium (large meetings) business unit presentations.
• Provides level 1 and 2 services for local area network and telecommunication device in accordance with IT operations policy and procedures.
• Communicates prompt and accurate status of assigned incidents, requests, and project work to IT operations management in accordance with procedure.
• Participates in the review of Service Delivery reports and metrics to make recommendations or initiate procedures to improve unsatisfactory results.
• Utilizes the company service desk system to log, and close user incidents and requests.
• Creates and maintains document repository of fixes, installation procedures, technical tips, and other office technology processes.
• Identifies, researches, and assists with implementation of new technologies in accordance with IT operations policy and procedures.
• Tracks and manages IT assets (logical and physical) in accordance with IT operations policy and procedures.
• Maintains inventory and orders end user hardware, software, services, and peripherals in accordance purchasing policies.
• Follows company policy with regard to internal controls as well as complies with SPX policies to ensure that the employee and the company act legally and with the highest standards of ethics and integrity.

Requirements

• 5-7 years of experience in a related position in a corporate environment
• Bachelor Degree in IT or business related field or the recognized equivalent in work experience or self-study
• Strong subject matter expertise with current windows-based desktop, hardware, software, networking and peripherals including, but not limited to, Microsoft products, desktops, laptops, VPN, printers, fax machines, video conferencing, telecommunications devices including mobile devices, local area & wireless networks, etc.
• Strong subject matter expertise with desktop toolset including, but not limited to LANDesk, Quest (ARS), Service Desk, etc.
• Strong IT end user troubleshooting / diagnostic skills.
• Take-charge individual with lots of energy.
• Excellent customer service skills and customer focus.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Must be highly self-motivated, self-directed, exhibit strong initiative and be attentive to detail.
• Excellent verbal and written communication skills with the ability to present ideas in both business-friendly and user-friendly language.
• Flexibility and adaptability to changing requirements dictated by business and IT requirements.
• Experience in new facility start ups (Greenfield/Brownfield)
• Understanding of CI and visual factory management
• Understanding of I4.0 concepts and hardware/software needs.

Benefits

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
• Competitive health insurance plans and 401(k) match, with benefits starting day one
• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs