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Work is no longer a place. It’s what you do. And how you do it. More fluid, more flexible, powered by your imagination and by some amazing technology! That’s where we come in. We are Poly. We outfit you with beautifully designed and engineered audio and video products so that YOU can do YOU. Wherever and whenever. If you are a free thinker, a can-doer, a collaborator, a brainstormer – and want to enable real connections - we are interested in you. As an It Service Desk Specialist you will be responsible for all phases of operations for the internal IT Service Desk. Reporting to the IT Service Desk manager, you will work closely with other members of the IT group to support all end users, both local and remote, in their day-to-day computer hardware and software needs. This is primarily a Windows 10 and Office 365 environment. You will also provide technical support for our Manufacturing Support Systems, including computers, printers, scanners, etc. Your day to day: • Provide telephone, email, web and hands-on technical support to local and remote Poly Associates. • Is responsible for supporting IT manufacturing support systems by identifying and solving root cause of hardware and software issues. • End to end management of all reported Incidents and Service Requests through resolution within established service levels. • Provisioning, configuration, and troubleshooting of Windows and Mac hardware including equipment used for IT manufacturing support systems. • Documents and escalates hardware and software problems to other IT specialists. • Logging detailed and accurate data utilizing our current Service Desk Ticket Management tool (Service-Now). • Provides users with training on key applications. • Follow standard documented processes and procedures. • Compliance with environmental, health & safety practices. • Participate in after-hours support rotation. • Participate in IT related projects as needed.
Experiencia y requisitos
What you bring to the team: • BS / BA in Information systems or related field (Ing. TIC, Ing. Sistemas Computacionales). • A+ Certification and / or Microsoft certifications a plus • 2+ years of industry experience working in a Service Desk environment supporting 1000+ employees. • Experience supporting Zebra label printers and hand-held scanners • Excellent written and verbal communication skills. Must be able to communicate with individuals at all levels of technical and non-technical skill sets. • Strong analytical and problem-solving skills, consistent follow-through to assure problems are resolved and communicated to customers. • Proficient in security group assignment, user account creation and management using Active Directory. • English - written and verbal communication skills. (90% or higher proficiency required). • Experience with Microsoft Windows 10 and Microsoft Office 2016/365. Poly is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, accessibility needs, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws. No matter where you’re based, you’ll experience a company that believes that teamwork and collaboration drive maximum impact, seeks well-rounded talent to focused on providing the best customer experience, and understands that this is a marathon, not a sprint. And, top of mind to us is continuously and purposefully building an inclusive culture that empowers all of our team members, across the globe, to do their best work and be the best version of themselves.
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