Address
Form of workJob Description
The Opportunity
As part of the America’s team, SANY is looking to recruit a driven, forward-thinking and highly-motivated IT Help Desk Technician who will be the first point of contact in the organization for resolving or escalating issues relating to hardware, software, network, and other computer end users. SANY is looking to recruit a passionate and people-focused person. The role will require someone to build strong relationships across the organization along with exceptional customer skills who is relentless in solving issues.
With current revenues just short of $100M, SANY America continues to make strong progress and significant investments in the Americas market; the organization is now pursuing an aggressive growth strategy and is looking to move quickly beyond this initial platform and increase their market share. This role will require a leader who is forward-thinking, entrepreneurial and motivated to seize the opportunity to represent and grow a respected global brand in the Americas market.
KEY RESPONSIBILITIES
This role will work directly with the Business Processes and Information Technology (BPIT) Manager. Job duties include:
- Serve as first point of contact for customers seeking technical assistance
- Taking ownership of issues and managing them in a logical and methodical manner on Service Desk System
- Correctly logging incidents, categorizing, and prioritizing them according to company procedures and importance
- Managing faults incidents through their entire lifecycle from the first point of contact through resolution, proactively keeping customers (team members) informed of progress
- Diagnosing and resolving problems to the customers (team members) satisfaction
- Identify and escalate repeat issues or service risks to management
- Oversee installation, configuration, maintenance and troubleshooting concerning company’s software, hardware, and network
- Distribute and supervisor server storage space allotments
- Administer and maintain end user accounts, permissions and access rights
- Recommend, schedule and perform software improvements, upgrades and/or installations
PROFESSIONAL EXPERIENCE & QUALIFICATIONS
Required Technical Skills:
- Ability to easily troubleshoot and resolve PC and Mac-related hardware, software, operating system, email, printing and network issues
- Knowledgeable of new PC setup and iPhone setup, configuration, and sync issue resolution
- Understanding of routing and switching, windows server and business operating systems
- Experience with KPI’s, SLA’s and ITIL framework
Required Personal Skills:
- Excellent verbal and written communication skills
- Strong time management skills
- The ability to work independently as well as with a team
- Customer-focused, personable, and reliable
- The ability to multi-task and work across a range of IT items with various timelines and priorities
- Have a Root Cause/Countermeasure approach to problem solving (analytical vs. intuitive)
- Solid writing skills to document work completed and create/maintain IT documentation
- Comfortable working with all levels of the organization along with vendors
- Keeping up to date on professional and technical requirements and acting as a resource to others for advice
EDUCATION
The successful candidate will have 1-2 years experience with an undergraduate degree in computer science, business or a related discipline.
COMPENSATION
Compensation will be competitive and commensurate with experience. It will include a base salary, an annual performance bonus, and other exceptional benefits.
