Client Support Specialist II - W&D - 3rd Shift
|Required Experience:||0 year(s)|
|Salary Range:||Not available|
Posted 8 days ago
Provide technical expertise and high-quality IT support to customers on moderately complex issues. Ensure quality support with a high degree of customer service, expedient response time, and accurate information.
This role focuses primarily on Desktop support within a PVH North America warehouse/distribution facility.
PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB:
Research, respond, and resolve technical questions or issues received via telephone calls, emails, and callbacks in accordance with current PVH standards, to ensure timely distribution of knowledge and positive impact on customer satisfaction.
Escalate complex issues to senior team members while ensuring service timeliness and high satisfaction delivery.
Track support issues and provide update reports on all support activities.
Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
Attend technical training sessions to advance technical and business knowledge, communication methodologies, and writing skills.
Participate in team projects that enhance the efficiency of service desk services. Attend technical training sessions and potentially assist in conducting trainings.
Coach junior help desk associates on quality support methodologies and communication skills through appropriate training and feedback sessions.
Co-develop/update business and technical problem-resolution documentation.
Perform off hours support during On-Call rotation schedule.
Responsiveness to after-hours issues, proper escalation and provide assistance with planned off hours projects.
Ensure local equipment inventory is properly maintained
Assist with presentation and video conference preparation; troubleshoot issues
Hardware / software rollouts and equipment refreshes
QUALIFICATIONS & EXPERIENCE:
Minimum of 3 years of experience in providing IT support.
Technical degree is required.
Ability to interact effectively at all levels of the organization; Strong customer, quality, and results orientation.
Demonstrate knowledge of personal computing and network-based PC/workstation systems, hardware tools, client function, applications, and remote connectivity products.
Demonstrate technical proficiency in Microsoft and Apple operating systems, applications, and languages
Working knowledge of SCCM and Casper imaging and software deployment
Working knowledge of MDM administration preferred (Wavelink Avalanche, Soti MobiControl, etc)
Working knowledge of hardware commonly deployed in warehouse environments (RF barcode scanners, RFID, tethered barcode scanners, inline fixed scanners, barcode label printers, thin client terminals)
Enterprise ITSM knowledge; ServiceNow proficiency preferred
Understanding of network infrastructure and ability to assist in troubleshooting cabling and common wired and wireless network issues