Technical Support Specialist
Job Summary
The Technical Support Specialist is responsible for delivering IT services to end users in accordance with service level targets for incidents and request fulfillment for their respective geographical zone. The Technical Support Specialist provides excellent customer service skills to all end users with the goal to resolve incidents and service request at first contact.
The Technical Support Specialist is knowledgeable with the standard concepts, and procedures within information technology with proven technical expertise in the support of end user hardware, software, peripherals, copiers, scanners, including, but not limited to mobile devices. Technical Support Specialist must be very hands-on with technology, work well with virtual team members, and possess the ability to solve technical problems with limited assistance.
PRINCIPLE DUTIES AND RESPONSIBILITIES
Manages the lifecycle (ticket generation to closure) of all incidents and service requests for their affected end users, which includes, but is not limited to the assessment of impact and urgency, accurate description, contact information, assignment to the appropriate resolver group, resolution code, and verification with the end user that ticket may be closed.
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.
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.
This position will work to support the SPX IT Security Policies.
All duties as directed or modified.
KNOWLEDGE, SKILLS & ABILITIES
Proficient 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 network, etc.
Proficient with desktop toolset including, but not limited to LANDesk, Quest (ARS), Service Desk, etc.
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.
EDUCATION AND EXPERIENCE
Required Education / Experience
2-4 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
Experience with Desktop, LAN and telecommunications devices including mobile devices
Preferred Education / Experience
Prior experience supporting executives and/or working in a professional environment
Microsoft, A+, Cisco (Certifications)
ITIL
About SPX
Headquartered in Overland Park, Kansas, SPX Cooling Technologies, Inc. is a leading global manufacturer of cooling towers, evaporative fluid coolers, evaporative condensers and air cooled heat exchangers providing full-service cooling solutions and support to customers in the power generation, petrochemical, industrial, refrigeration, and heating, ventilation and air conditioning (HVAC) markets for more than 100 years. SPX Cooling Technologies and its Marley and Recold product brands are part of SPX Corporation.
SPX is an equal opportunity employer and makes employment decisions without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, protected veteran status, or any other reason prohibited by applicable law.
Thank you for your interest in our company.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
The Technical Support Specialist is responsible for delivering IT services to end users in accordance with service level targets for incidents and request fulfillment for their respective geographical zone. The Technical Support Specialist provides excellent customer service skills to all end users with the goal to resolve incidents and service request at first contact.
The Technical Support Specialist is knowledgeable with the standard concepts, and procedures within information technology with proven technical expertise in the support of end user hardware, software, peripherals, copiers, scanners, including, but not limited to mobile devices. Technical Support Specialist must be very hands-on with technology, work well with virtual team members, and possess the ability to solve technical problems with limited assistance.
PRINCIPLE DUTIES AND RESPONSIBILITIES
Manages the lifecycle (ticket generation to closure) of all incidents and service requests for their affected end users, which includes, but is not limited to the assessment of impact and urgency, accurate description, contact information, assignment to the appropriate resolver group, resolution code, and verification with the end user that ticket may be closed.
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.
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.
This position will work to support the SPX IT Security Policies.
All duties as directed or modified.
KNOWLEDGE, SKILLS & ABILITIES
Proficient 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 network, etc.
Proficient with desktop toolset including, but not limited to LANDesk, Quest (ARS), Service Desk, etc.
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.
EDUCATION AND EXPERIENCE
Required Education / Experience
2-4 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
Experience with Desktop, LAN and telecommunications devices including mobile devices
Preferred Education / Experience
Prior experience supporting executives and/or working in a professional environment
Microsoft, A+, Cisco (Certifications)
ITIL
About SPX
Headquartered in Overland Park, Kansas, SPX Cooling Technologies, Inc. is a leading global manufacturer of cooling towers, evaporative fluid coolers, evaporative condensers and air cooled heat exchangers providing full-service cooling solutions and support to customers in the power generation, petrochemical, industrial, refrigeration, and heating, ventilation and air conditioning (HVAC) markets for more than 100 years. SPX Cooling Technologies and its Marley and Recold product brands are part of SPX Corporation.
SPX is an equal opportunity employer and makes employment decisions without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, protected veteran status, or any other reason prohibited by applicable law.
Thank you for your interest in our company.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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