SPX Technologies

Senior Technical Support Specialist

SPX Technologies

full-time

Posted on:

Location Type: Office

Location: Madison • Alabama • United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

About the role

  • 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
  • This position will work to support the SPX IT Security Policies
  • All duties as directed or modified.

Requirements

  • 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.
  • 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
  • Preferred Bi-Lingual – English and Fluent in French with a preference on French Canadian
  • Experience in new facility start ups (Greenfield/Brownfield)
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
desktop supporthardware troubleshootingsoftware troubleshootingnetworkingIT asset managementend user trainingincident managementservice request fulfillmentmulti-media functionality supportdiagnostic skills
Soft Skills
customer servicecommunicationteam collaborationproblem resolutiontraining and developmentattention to detailorganizational skillsadaptabilityrecommendation skillsethical standards
Certifications
Bachelor Degree in ITBachelor Degree in business related field