Position summary
provide proficient technical support to all users in a timely fashion matter following standardized processes to identify, analyze and troubleshoot any issues related with end-user's computers and their applications. Provide vertiv employees with support on all aspects of end-user computing digital assets (including but not limited to laptops, desktops, printers and mobile phones). Handle internal infrastructure request with external suppliers to ensure the correct follow up to end-user's request. Provide support to the platform service team for corporate infrastructure related issues / programs / initiatives and projects.
responsibilities
* research, troubleshoot and diagnostic hardware/software to identify, document and resolve errors/issues
* provide 2nd level user support for incidents that require local resolution and cannot be resolved by the service desk.
* response to service desk request tickets and outages via phone, email or online incident management ensuring completeness of tickets and follow up with other team members in case of incident escalation.
* provide hands‑on support for it project implementations and performs miscellaneous job‑related duties as assigned.
* collaborate with end user services team to resolve end‑user’s technology issues.
* support hardware and software installation/configuration in accordance with corporate policies and as designed by the end user’s team.
* provide customer satisfaction by handling work orders with efficient communication, documentation, and timeliness.
* support pc replacement programs and emergency exchanges.
* maintain utmost confidentiality on all conversations, documents, correspondence, research records, information, data, etc.
* assist in the asset management of all end‑user devices and manage the stock level of spare equipment.
qualifications
* bachelor's degree or equivalent experience.
* desirable bilingual
* 3+ years of ms windows desktop operating system deployment experience required.
* 3+ years of sccm (or other software distribution tools) experience required.
* 3+ years of mobile device management experience required.
* windows desktop operating systems deployment and support experience required; windows 10 experience is an advantage.
* apple mac deployment and support experience required.
* solid network infrastructure principles knowledge required.
* solid security principles knowledge required.
* gdpr knowledge required.
* itil v3 certification is desirable.
* iso/iec 9001 and 27001 knowledge desirables.
* excellent customer-oriented service attitude and commitment.
* strong ethics and change adaptability.
* good analytical and problem‑solving skills.
* results and decision‑making oriented with ability to complete tasks in timely manner.
* able to successful manage multiple assignments.
physical & environmental demands
* the role is primarily based in a manufacturing facility, requiring regular site visits and interaction with production teams.
* required to wear personal protective equipment (ppe) and adhere to safety protocols.
* the role involves extended periods of sitting in front of a computer.
* occasional standing or walking may be required during meetings, presentations, or site visits
* work is primarily conducted in an office environment with controlled temperature and lighting.
time travel required
* none
our core principals
safety. Integrity. Respect. Teamwork. Diversity & inclusion.
our strategic priorities
* customer focus
* operational excellence
* high-performance culture
* innovation
* financial strength
our behaviors
* own it
* act with urgency
* foster a customer-first mindset
* think big and execute
* lead by example
* drive continuous improvement
* learn and seek out development
at vertiv, we offer the stability of a global leader in a growing industry and the opportunity of a startup. We design, manufacture and service the mission-critical infrastructure technologies for vital applications in data centers, communication networks and commercial and industrial environments. With $5 billion in sales, a strong customer base and global reach in nearly 70 countries, our move to establish a standalone business enables us to deliver greater value to our customers and create new opportunities for our people.
vertiv is an equal opportunity/affirmative action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to help.join@vertivco.com. If you are interested in applying or learning more about this role, please visit the company’s career page located on vertiv.com/careers
work authorization
no calls or agencies please. Vertiv will only employ those who are legally authorized to work in the united states. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as e, f-1, h-1, h-2, l, b, j, or tn or who need sponsorship for work authorization now or in the future, are not eligible for hire.
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