Linde Engineering North America Inc

IT Customer Support II

US-TX-Houston
# of Openings
1
Category
Information Technology

Overview

The IT Customer Support II role is to ensure proper computer operation so that end users can accomplish business tasks throughout the Linde Engineering locations in North America. This includes actively resolving escalated end user help requests within established support expectations as well as deployment, management and hands-on support for assets such as desktops/laptops. 

Responsibilities

  • Asset inventory reporting, planning and management.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Alert management to emerging trends in incidents.
  • Deployment of hardware including computers, monitors, and peripherals. 
  • Assist in software releases and roll-outs according to Change Management best practices.
  • Assisting in providing Tier I Support when request volumes are high.
  • Act as an escalation point for advanced or difficult help requests.
  • Escalate problems (when required) to the Infrastructure Team and Service Desk Manager as needed.
  • Build rapport with service desk customers.
  • Troubleshoot advanced computer issues (network, phone, hardware, software, & peripherals)
  • Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
  • Perform remote and hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Ensure virus definitions, software updates and patches are up-to-date.
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Perform post-resolution follow ups with Tier I technicians as required.
  • Test fixes to ensure problem has been adequately resolved.
  • Develop help sheets and FAQ lists for end users.
  • Provide support for voice communications & voicemail systems. 
  • Assist in administration of Customer Support Team applications (Help Desk, KB’s, and etc.)
  • Serve as liaison between Customer Service Team and Infrastructure Team pertaining to system and application documentation for supporting end users.
  • Participate in periodic after hours IT support, projects & systems maintenance.

Qualifications

  • Associates degree in IT related field or equivalent combination of education and experience.
  • Minimum of 4 years of IT support experience in a business environment. 
  • Experience with Microsoft SCCM, preferred.
  • Experience in supporting Lotus/IBM Notes, preferred
  • Certifications in one or more of the following: HDI-DST, A+, Microsoft MCSA for Windows 7, Dell Certified Technician, preferred.
  • Advanced knowledge of troubleshooting computer hardware, software and peripherals issues within a business environment.
  • Working knowledge of Windows diagnostic utilities.
  • Experience with desktop and server operating systems, including Microsoft Windows 7 Enterprise, Server 2003 and Server 2008. 
  • Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
  • Strong documentation skills.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.

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