Customer Support Specialist I

JOB DESCRIPTION

Join Resideo's One IT team that offers IT support to end users across the globe. You will deliver effective, secure, and responsive service to customers and enable them to make informed decisions in a connected way. You will provide contemporary services and work with IT teams and vendors to provide compliant hardware, infrastructure, network, software support and complex problem resolution in a fast-paced environment. You will identify root causes and manage escalations as necessary. You will resolve IT issues and guide users through solutions to ensure the highest levels of customer satisfaction. Provide accurate and fast solutions to IT issues to help customers achieve a consistent, seamless IT experience in a fast-paced environment. Recommend and implement improvements and root cause analysis to deliver the best timely solutions, improving customer satisfaction and experience. Implement plans and recommend changes to hardware, software, and processes to achieve department goals and ensure best in class IT Support.

JOB DUTIES:

• End to end IT support and concierge
• Update self-help documents
• IT asset set up and decommissioning
• Guide customers through installing applications and computer peripherals
• Set up PC/Mac computer systems and peripherals
• Troubleshooting, test fixes, post-resolution follow-up, and root cause analysis
• Support onsite IT activities such as special events, audits, and inventory
• Troubleshooting and root cause analysis
• Support Conference room and multimedia equipment onsite
• Log and track calls and tickets in ServiceNow
• Maintain equipment stock

YOU MUST HAVE:

• High school diploma

WE VALUE:

• Associate's degree in a computer-related discipline
• Client service experience, Bachelor's degree is a plus
• Difference makers
• Team players
• Excellent customer focus
• Understand networking concepts; servers; LANs/WAN
• Experience using help desk call logging system such as ServiceNow
• Conveys information with clarity, ensuring messages are understood across diverse, global teams
• Ability to use desktop computer hardware and software knowledge to assess, diagnose, and correct problems for customers
• Programming knowledge is a plus
• Effectively demonstrates ability to deliver on complex situations or problems without guidance or supervision

WHAT'S IN IT FOR YOU:

Aside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits including:

• Life and health insurance
• Life assistance program
• Tuition Reimbursement
• Retirement plan (Immediate eligibility for 401K)
• Vacation & holidays. (Enjoy great work-life balance!)

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ABOUT US

Resideo is a leading global provider of critical comfort and security solutions primarily in residential environments and distributor of low-voltage electronic and security products. Building on a 130-year heritage, Resideo has a presence in more than 150 million homes, with 15 million systems installed in homes each year. We continue to serve more than 110,000 professionals through leading distributors, including our ADI Global Distribution business, which exports to more than 100 countries from more than 200 stocking locations around the world. Resideo is a $5.0 billion company with approximately 13,000 global employees. For more information about Resideo, please visit www.resideo.com.

At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.Join Resideo's One IT team that offers IT support to end users across the globe. You will deliver effective, secure, and responsive service to customers and enable them to make informed decisions in a connected way.