About us - founded in 1917, john crane is a global leader in the design, manufacturing, and engineering of mission critical flow control solutions for increased efficiency, emission reductions and energy transformation. Our products include mechanical seals and systems, couplings, bearings, filtration systems and predictive digital monitoring technologies. John crane customer service is accessed through a global network of more than 200 global sites in over 50 countries employing more than 6,000 employees worldwide. We partner with our customers and help them meet the latest environmental standards and keep their operations safe and controlled. John crane is part of smiths group, for 175 years, smiths has been improving our world through smarter engineering. Our technology benefits millions of people every day – making travel safer, supporting sustainable energy transition, efficiently heating, cooling our homes, and helping our world stay connected. Now let’s hear it directly from the creators – about | john crane connect with us on linkedin: john crane: linkedin job description responsible for providing technical support for all john crane and affiliated computing devices. Identify, log, investigate, and resolve technical issues or service requests, ensuring that support incidents are handled within standard bis slt targets. Respond to phone calls, emails, and web-based support requests, aiming to resolve issues on the first contact. Support all john crane projects and initiatives as needed to ensure successful implementation. Collaborate with goods and service providers as required. Follow commonly used help desk (gsd) concepts, best practices, and procedures. John crane is an equal opportunity employer. We celebrate diversity and are committed to crafting an inclusive environment for all employees. Duties & responsibilities (not limited to) •provide level 1 remote and face to face technical support to all john crane employees. Receive and log all phone calls, emails, and web form requests into the gsd tracking system, and attempt to resolve incidents or service requests on first contact. Assess issues by interpreting end-user descriptions to determine resolution or the best course of action. Manage tickets and tasks in accordance with bis standards, ensuring slt targets are met. Identify issue trends and report them to the global service desk manager for further analysis. Provide level 2 and 3 on-site support to business units in a professional and detail-oriented manner, including desktop support and direct interaction with users when required. Supply and manage personal computing devices in line with bis standards and policies. Support operating system installation, troubleshooting, and maintenance for all pcs, laptops, desktops, and windows-based workstations, as well as provide support for iphone and android mobile devices. Assist in creating and supporting the implementation of new technologies and services on windows 10 and 11, and manage bis and business initiatives and projects as needed. Monitor and ensure that incident responses and service requests are handled within defined service level agreements. Provide support for handheld scanners, label printers, and other manufacturing/production devices connected via the network. Provide technical support and expertise to other customer service personnel, regions, sites, and bis/business projects. Assist customer service supervisors and managers in creating, implementing, and maintaining associated policies, procedures, and training plans. Create and maintain documentation as required. Support asset management for all customer service devices. Availability to travel to other smiths locations by car or plane as required. Perform other job-related duties as assigned. The individual bachelor’s degree in computer systems engineering, information technology engineering, telecommunications engineering, computer science, or a related field. Minimum of 5 years of experience in a customer service–focused environment and within an it service desk environment. Experience with hardware, software, operating systems, networking, remote connectivity, and workstation management support. Experience with windows 10/11, microsoft enterprise products, lan/wan, and microsoft o365 applications (teams, azure, outlook). Ability to learn effectively and retain information. Ability to understand and follow written and verbal instructions. Ability to organize and manage multiple tasks and priorities. Ability to establish and maintain effective working relationships with individuals encountered in the course of work. Strong communication and collaboration skills. Knowledge of itil service delivery processes. Ability to maintain confidentiality of information. English advanced is required diversity clause we believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity. At no time during the hiring process will john crane, smiths group nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website ( careers – john crane ) or linkedin.