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Form of workCatapult is helping our member, Britax Child Safety, hire an IT Support Desk Specialist. The company will not entertain candidates that do not meet the must have qualifications listed below. This is a hybrid opportunity located in the Charlotte, NC Metro
About the Company
Britax is a global market leader in child mobility, dedicated to helping to make family travel safer with our award-winning range of child car seats, pushchairs and bike seats. Our mission is to protect what matters most by providing safe, comfortable, sustainable, and easy-to-use child mobility solutions.
Founded in Britain in 1938, Britax initially focused on safety innovations, such as adult seat belts. In 1978, the brand merged with established German vehicle safety counterpart Römer. Since launching our first child car seat in 1966, we have helped protect millions of children on the road across the world. Our team of 1,000 employees is spread across offices in 12 countries.
Our company values are: Care, Trust and Curious:
* We care about protecting the dreams of our customers, our people, and our world. Realized by outstanding safety, fostering our employees with a commitment to improving lives.
* We trust in our products to protect the dreams of our customers all over the world. We trust in our people who come together with a common purpose, where differences make us better and enable us to create an environment where everyone belongs.
* We are curious because we ask questions and connect with our people, by listening thoughtfully, elevating their voices, and ensuring their dreams are our starting point.
IT Support Desk Specialist
Main purpose of role:
The IT Support Desk Specialist is responsible for delivering world-class support to users across the company's Enterprise. This role focuses on customer facing technologies such as laptops, desktops, mobile devices and associated applications. It is the goal of the company to transform the end user platform from an on-premises focus to a fleet of cloud managed devices. In addition to technical expertise, excellent communication and customer service skills are a must to be successful.
This role will be located at any the company's Charlotte, NC Metro area operations facility and requires occasional national and international travel in support of ongoing projects and service delivery.
The IT Support Desk Specialist is part of the global IT support function and reports to the IT Support Desk Supervisor.
Key Accountabilities and Responsibilities:
? Respond to and resolve user support requests, tracking incident and request tickets from creation to close, escalating to higher tiers of support when needed.
? Maintain physical hardware of laptops, desktops, and other end user devices.
? Maintain operating systems on end user devices, including patch updates when required.
? Install / Remove applications from end user devices using remote management technologies
? Interact with MDM solutions to onboard / offboard personal and corporate devices.
? Interact with MDM and inventory solutions to remotely configure applications, policies, or endpoints.
? Coordinate with external suppliers and partners the maintenance of equipment such as printers, network devices, fax machines, and more.
? Execute user onboarding & offboarding requests, including account management, application access, and assigned devices.
? In accordance with IT policies and procedures, provide access to work resources such as applications,
data, file shares, print services, network resources, and more.
? Supports the day-to-day operation of secure endpoint devices, including removal of malicious software.
? Setup and maintain company meeting spaces and technology, such as Teams rooms, projectors, large screen monitors, and more.
? Assist with the installation of phone equipment.
? Maintain incident and request tickets in company's IT Service Management Tool.
? Assist with documentation of devices, systems, and applications.
? Interact with company IT knowledge base, including the creation of new topics and the maintenance of existing topics.
? Suggest improvements to global IT support processes.
? Participates in IT meetings and project meetings.
? Have a customer service focused approach to resolving incidents and problems.
Candidate Profile (Education/Competencies Required/Functional Skills/Technical Skills):
Knowledge / Skills / Abilities
? Knowledge of computer operating systems, specifically Microsoft Windows 10/11 and MacOS 12.
? Knowledge of Microsoft M/O 365 technologies such as Exchange online, Teams, and SharePoint.
? Ability to remotely deploy workstations using Microsoft Autopilot.
? Knowledge of telecommunication technologies including mobile phones and legacy telephony systems.
? Experience with endpoint security and management software.
? Familiar with modern device management solutions, specifically Microsoft Endpoint Manager / InTune.
? Understanding of PC hardware and ability to troubleshoot devices from varying vendors (DELL, Lenovo, HP).
? Basic understanding of networking concepts across all OSI layers. This includes, but is not limited to
structured cabling, TCP / UDP packet routing, IP, DNS, DHCP, VPN technologies and more.
? Knowledge of support process frameworks including ITIL.
? Experience working with Microsoft Technology including Office365, Active Directory, SharePoint, Teams, and other applications.
? Familiar with products used in assembly and logistics operations, such as barcode scanners and printers.
? Able to understand and interpret privacy regulations in various regions, including Europe, North America, and Australia.
? Highly focused and methodical when responding to incidents with a strong attention to detail.
? Excellent listening and verbal communications skills with the ability to interact professionally within a diverse community.
? Excellent written communication skills with the ability to adapt to the intended audience.
? Ability to communicate clearly in English - a second language is preferred, but not required.
? Ability to work well in a distributed team setting.
Required Experience/Expertise
? Technical certifications such as A+, Networking+, Microsoft Technical Associate, etc. or equivalent
experience.
? Entry level degree or diploma in Information Systems or related field or study
? In lieu of a degree, a completed apprenticeship and 12 months of subsequent experience in the IT field.
? 2+ years of supporting users and applications within a Microsoft environment.
? 2+ years of utilizing Microsoft Intune / Endpoint Management or similar solution.
? 2+ years of supporting and implementing Microsoft M/O 365 apps.
? 2+ years in customer support role.
? 12+ months supporting printers and general office technology.
? 12+ months experience with IT Service Management Tools.
? 12+ months experience utilizing project management software.
