You are an IT support specialist looking for an opportunity to grow professionally and build your experience with enterprise level technology. You enjoy providing high-quality support for users and want to continue to do so, while also owning interesting project based work as well. You are skilled in troubleshooting issues with Windows, MS Office, and general PC hardware. You have a demonstrable track record of high levels of customer service and you have a history of meeting and exceeding established KPMs/SLAs. You seek a company that recognizes your vital support role in the organization and rewards you by getting you involved in enterprise wide technology implementations and initiatives. If this chance to develop your skills sounds like the growth opportunity you seek, apply today!
In this job you will:
Execute client support global strategy to provide IT desktop coverage and support to all Panduit personnel. This includes:
executing on service level agreements (SLAs) identified by the business units
tracking individual results to ensure customer satisfaction.
providing First Contact Resolution wherever feasible and proper escalation of calls to Tier 2 when issues are more complex and can’t be resolved in a short period of time.
Maintain all end user hardware systems required for employee or production purposes (desktops, laptops, phones, printers, thin clients, hand-held units, WiFi devices, etc.), including break/fix of desktops and laptops when required.
Maintain and update of all necessary client applications running on Panduit desktops. Ensure client security software is up to date (anti-virus, anti-phishing, anti-spam, preventative malicious components).
Assist with physical administration of systems as required by customers such as moving locations, changing out older hardware, or replacing components such as memory, hard drives, or monitors.
Increase communication and collaboration with the user groups and managers to ensure consistent delivery of service as well as finding opportunities for improvement in the existing infrastructure, hardware and software related services.
Minimum of 2 years of experience in IT support required
Ability to work out of a ticketing system and manage multiple tasks
Experience taking support calls and providing remote support
Knowledge of basic networking configurations
Working knowledge and experience troubleshooting Windows 7 and Windows 10
Working knowledge and experience with application support (installation, troubleshooting, configuring, updating)
Working knowledge and experience with other hardware devices (printers, plotters, scanners, projectors, conf. systems, etc.)
Experience with user and computer management in Active Directory
Working knowledge and experience with smartphones
Must be able to effectively use a PC for 3-8 hrs. each day
Ability to work on multiple priorities and/or projects simultaneously.
Excellent listening and communications skills, both verbal and written.
Strong customer relationship skills.
Panduit provides equal employment opportunity to all employees and applicants, regardless of a person’s age, race, color, physical or mental disability, genetic information, gender, gender identity or expression, marital status, medical condition, ancestry, military or veteran status, national origin, religion, religious creed, sex, sexual orientation, or any other protected status under federal, state, or local law.
Since 1955, Panduit has offered end-to-end industrial, electrical, and network infrastructure solutions that deliver best-in-class network performance with superior quality, operational efficiency, and easy installation. Innovative infrastructure offerings from Panduit – from the known and trusted network cables to design plans that maximize data center investment – affect day-to-day operations and profitability, and become the foundation for successful, connected, future-ready businesses. With a robust partner ecosystem, global staff, and unmatched service and support, Panduit is a valuable and trusted advisor and provider, helping companies around the globe solve infrastructure challenges. For more information, visit www.panduit.com .