IT Specialist, IT Site Support Eastern US
Purpose:
Deliver world class IT service and support to the employees of Danfoss independent of region, country, or site. Ensure end user satisfaction and business operation by delivering full, end-to-end resolution of incidents and requests. Provide technical support for Danfoss office and manufacturing environments via phone, email, chat, or in-person.
Success Criteria:
Required Competencies:
Education & Experience
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Purpose:
Deliver world class IT service and support to the employees of Danfoss independent of region, country, or site. Ensure end user satisfaction and business operation by delivering full, end-to-end resolution of incidents and requests. Provide technical support for Danfoss office and manufacturing environments via phone, email, chat, or in-person.
Success Criteria:
- Achieve goals/targets defined as IT KPIs and Global Service Desk KPIs
- Resolve Incidents, Service Requests, and other tasks within their deadlines.
- Good relationship with business partners and co-workers.
- Show strong performance and development in all planned objectives.
- Receive, register, and work on user requisitions by Phone, Email and other channels acting as second line support.
- Responsibility for administration of users, systems and user rights in accordance with Danfoss Standards.
- Work and follow-up on Incidents, Service Requests, Problems and other tasks that may be assigned
- Advise, guide and/or instruct users in the usage of products, systems and technology (software & hardware)
- Ensure proper escalation and handover of cases from second line to the correct expert (third line).
- Provide general local on-site and hands-on IT support at our facility in Tallahassee, FL, also assisting in the resolution of IT infrastructure incidents.
- Identify errors and use root cause analysis to deliver high quality IT solutions, create high quality documentation of systems, processes, and error resolutions
- Ensure compliance with security policies as described in Danfoss Corporate Standards as related to PC clients, and other Danfoss IT systems and report any breaches to Danfoss Security
Required Competencies:
- Exceptional Service and Customer mind-set
- Problem Solver / Good troubleshooting skills
- Good communication skills
- Ability to work in a global and ever-changing environment
- Able to work independently but also a good team player
- Self-driven and able to take ownership of tasks and see them through to completion
- In-depth understanding of PC architecture and basic understanding of IT infrastructure concepts
- Technical experience supporting users globally in second line support.
- Technical experience supporting IT hardware and software including but not limited to Microsoft products and solutions such as Windows OS, Office and Outlook in a Microsoft Exchange environment, Teams, Cisco Unified Communications, Mobile Management solutions, network connectivity and infrastructure.
Education & Experience
- 2-year degree in IT related field (required)
OR - 2-3 years of experience (required)
- Bachelors degree in IT related field (preferred)
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