IT Onsite Support Specialist

IT Support Specialist

The IT Support Specialist will be the primary IT contact within the assigned region and responsible for delivering end-to-end support in accordance with IT standards and service level agreements. By partnering with local management, end-users and technology teams. The IT Support Specialist ensures all incidents and needs are documented in ServiceNow, analysed, resolved and reported back within acceptable timeframes. This role will travel as needed to other offices within the assigned region to provide support and training while serving as the hands-on technical point of contact for Group IT.

Responsibilities

Key Results / Accountabilities expected from role

• Proactively promote IT Connect 24/7 Portal and provide guidance to end users on incident and service request creation and portal use
• Troubleshoot, resolve and/or escalate locally reported incidents in ServiceNow (IT Connect 24/7) that cannot be resolved remotely by the Service Desk.
• Ensure that all communications (calls/chat/in person) are logged into IT Connect 24/7 and log any that are not to maintain complete and thorough documentation
• Monitor ServiceNow to provide level 1 & 2 onsite support or remote support to ensure operational problems are resolved in a timely manner.
• Travel to other branch offices within designated BU as needed for onsite support and troubleshooting.
• Respond to enquiries from clients and take ownership of user problems, while being proactive when dealing with user issues.
• Assist with all IT support related Ad-Hoc requests ranging from software troubleshooting to hardware installations
• Be involved in global projects to support other IT teams.
• Configure computer systems, mobile devices and peripherals for local office.
• Virtual stock management in ServiceNow platform for devices for local office.
• Manage users and devices in SCCM/Intune or Active Directory to forecast computer systems usage and manage local spare devices
• Performing related activities resulting from the position held which are requested by management to ensure operational integrity
• Ensure all requests are dealt with adherence to company policy and procedures.
• Contact with Suppliers/Vendors and check delivery/arrange support
• Partner with IT and business personnel to discuss the impact of incidents on products and services
• Proactively learn and train other staff members on new product and service technologies
• Maintain a high degree of customer service for all support queries and adhere to all service management principles and set SLA's;
• Always providing excellent customer service

Qualifications

Experience & Expertise

• 3+ years of experience with Service Desk support or an equivalent role
• Ability to assess and prioritize issues while organizing daily responsibilities
• Excellent verbal communication and customer service skills
• Attention to detail.
• Ability to work collaboratively in a team environment
• Be directly accessible and responsive to users; especially remote employees with limited time
• Service-Now, ADUC, Microsoft Azure, Microsoft Office 365 experience preferred
• CompTIA certifications is a plus

Additional Information

Salary Range : $54,000-$57,500

Actual salary will be based on a variety of factors including relevant internal and external experience, knowledge, skills, scope of job, geographical location or other factors permitted by law

Benefits:

• 401(k) + matching
• Health, Dental, Vision insurance
• Life insurance
• Paid time off (PTO)
• Holiday Pay

Keller is an Equal Opportunity Employer. We encourage qualified women, minorities, veterans, individuals with disabilities, and others to apply.

Equal Employment Opportunity