Service Desk Technician
nVent
We’re looking for people who put their innovation to work to advance our success – and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions.
WHAT YOU WILL EXPERIENCE IN THIS POSITION:
In this position, you will:
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues
- Ask customers targeted questions to quickly understand the root of the problem
- Properly escalate unresolved issues to appropriate nVent teams (network team, security team, etc.)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged in the nVent ticketing tool
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Document technical knowledge in the form of notes and manuals
- Perform hardware/operating system review for all new and re-installations for single or multi users and troubleshoots software installation, configuration and set up issues
- Perform pre-installation activities and post installation follow up
- Continuously upgrade knowledge and skills related to new product rollouts, existing products and new technology to increase proficiency in a technical support capability
- Handle purchase of PC/telephone hardware and software
- Exemplify nVent core values: Performance Excellence; Accountability; Respect and Teamwork; and Absolute Integrity
YOU HAVE:
- Academic background in Associate’s Degree with IT certifications and relevant experience.
- Bachelor’s Degree in in Computer Science or a related field with IT certifications preferred.
- 2-3 years of experience with IT support help.
- Previous experience as a
- Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
- Skills
- Good understanding of computer systems, mobile devices and other tech products.
- Excellent problem-solving skills to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software (e.g. SCCM)
- Basic knowledge of Network (WAN/LAN) and TCP/IP
- Excellent communication and presentation skills in order to provide assistance and support to users
- Hands on experience with Windows OS environments and systems
- Experience working with an Active Directory, MSOffice and Office365
- Ability to provide step-by-step technical help, both verbal and written
- Possess a high level of technical ability in providing PC support directly to end-users
- Proficiency in English
- Abilities to meet the physical and environmental demands:
- Occasional International travel is possible in this role
WE HAVE:
- A dynamic global reach with diverse operations around the world that that will stretch your abilities, provide plentiful career opportunities, and allow you to make an impact every day
- We are a $2 billion, high-performance electrical company with a dedicated team of 8,800 people and trusted brands such as CADDY, ERICO, HOFFMAN, RAYCHEM, SCHROFF and TRACER. Known for innovation, quality and reliability, our products connect and protect, consistently delivering value to industrial, commercial, residential, energy and infrastructure customers.
- Commitment to strengthen communities where our employees live and work
- We encourage and support the philanthropic activities of our employees worldwide
- Through our nVent in Action matching program, we provide funds to nonprofit and educational organizations where our employees volunteer or donate money
- Core values that shape our culture and drive us to deliver the best for our employees and our customers. We’re known for being:
- Innovative & adaptable
- Dedicated to absolute integrity
- Focused on the customer first
- Respectful and team oriented
- Optimistic and energizing
- Accountable for performance
- Benefits to support the lives of our employees
At nVent, we connect and protect our customers with inventive electrical solutions. People are our most valuable asset. Inclusion and diversity means that we celebrate and encourage each other’s authenticity because we understand that uniqueness sparks growth.
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