北京招聘

JOB SUMMARY

The Senior Technical Support Specialist is responsible for delivering IT services to end users in accordance with service level targets for incidents and request fulfillment for their respective geographical zone. The Senior Technical Support Specialist provides excellent customer service skills to all end users with the goal to resolve incidents and service request at first contact.

The Senior Technical Support Specialist is a subject matter expert in the support of end user hardware, software, peripherals, copiers, scanners, including, but not limited to mobile devices. The Senior Technical Support Specialist has proven experience coaching, developing, and mentoring Technical Support Specialist, which helps the Service Delivery Manager build a cohesive team across their respective geographical zone.

PRINCIPLE DUTIES AND RESPONSIBILITIES

· Manages the lifecycle (ticket generation to closure) of all incidents and service requests for their affected end users, which includes, but is not limited to the assessment of impact and urgency, accurate description, contact information, assignment to the appropriate resolver group, resolution code, and verification with the end user that ticket may be closed.

· Resolves incidents and fulfills service requests (phone, e-mail, walk-up, self-service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service.

· Provisions and maintains all end-user computing equipment, such as desktop/laptop hardware, software, mobile devices and peripherals in accordance with IT operations policy and procedures.

· Provides instruction and feedback in the observation of other Technical Support Specialists to help develop skills, improve communication, and create a learning environment.

· Assists in the training of end users on desktop productivity software and other applications in accordance with IT operations policy and procedures.

· Escalates incidents to the appropriate IT operations resources in accordance with established procedure.

· Monitors open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements.

· Provides set-up, support, and verification of multi-media functionality for conference calls and auditorium (large meetings) business unit presentations.

· Provides level 1 and 2 services for local area network and telecommunication device in accordance with IT operations policy and procedures.

· Communicates prompt and accurate status of assigned incidents, requests, and project work to IT operations management in accordance with procedure.

· Participates in the review of Service Delivery reports and metrics to make recommendations or initiate procedures to improve unsatisfactory results.

· Utilizes the company service desk system to log, and close user incidents and requests.

· Creates and maintains document repository of fixes, installation procedures, technical tips, and other office technology processes

· Identifies, researches, and assists with implementation of new technologies in accordance with IT operations policy and procedures.

· Tracks and manages IT assets (logical and physical) in accordance with IT operations policy and procedures.

· Maintains inventory and orders end user hardware, software, services, and peripherals in accordance purchasing policies.

· Follows company policy with regard to internal controls as well as complies with SPX policies to ensure that the employee and the company act legally and with the highest standards of ethics and integrity.

· This position will work to support the SPX IT Security Policies.

· All duties as directed or modified.

KNOWLEDGE, SKILLS & ABILITIES

· Strong subject matter expertise with current windows-based desktop, hardware, software, networking and peripherals including, but not limited to, Microsoft products, desktops, laptops, VPN, printers, fax machines, video conferencing, telecommunications devices including mobile devices, local area network, etc.

· Strong subject matter expertise with desktop toolset including, but not limited to LANDesk, Quest (ARS), Service Desk, etc.

· Take-charge individual with lots of energy.

· Excellent customer service skills and customer focus.

· Ability to effectively prioritize and execute tasks in a high-pressure environment.

· Must be highly self-motivated, self-directed, exhibit strong initiative and be attentive to detail.

· Excellent verbal and written communication skills with the ability to present ideas in both business-friendly and user-friendly language.

· Flexibility and adaptability to changing requirements dictated by business and IT requirements.

EDUCATION AND EXPERIENCE

Required Education / Experience

· 5-7 years of experience in a related position in a corporate environment

· Bachelor Degree in IT or business related field or the recognized equivalent in work experience or self-study

· Experience with Desktop, LAN and telecommunications devices including mobile devices

Preferred Education / Experience

· Prior experience supporting executives and/or working in a professional environment

· Microsoft, A+, Cisco (Certifications)

· ITIL

    位于美国北卡罗来纳州夏洛特市的斯必克流体公司（纽约证券交易所代码：FLOW）是一家全球性的领先供应商，提供高度工程化的流体组件、工艺设备、交钥匙系统工程以及相关售后领域的备件和服务。年销售收入约25亿美金，在全球超过35个国家拥有分支机构，产品销往全球150多个国家并拥有8000多名员工。
    斯必克流体生产并提供应对今天的挑战和满足未来的需求而不可或缺的产品、设备、服务以及技术。我们广泛的产品线涵盖：泵、阀门、搅拌器、干燥器、换热器、均质机、蒸发器、分离机、超高温杀菌机、膜过滤系统以及各类液压工具。展望未来，我们将致力于凭借不断的创新、新产品研发和杰出的员工来进一步丰富产品线并帮助客户解决业务中遇到的诸多挑战。