Customer Support Specialist II

Job Description

Join Resideo's One IT team that offers IT support to Resideo end users across the globe. You will deliver the most effective, secure and responsive service to our customers and enable them to make informed decisions in a connected way. You will provide contemporary services and make it easy for users to engage with IT. You will support a growing user base, while managing multiple projects simultaneously. You will guide junior staff and be the point of escalation for complex technical issues. You will perform root cause analysis and ensure closure of issues 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 as a concierge service
• End user training and creating self-help training documents
• Set up PC/Mac computer systems, peripherals and other endpoint devices
• Coordinating IT asset set up and decommissioning for employees
• Guide customers through installing applications and computer peripherals
• Identify, share and implement process improvements
• Troubleshooting, test fixes, post-resolution follow-up, and root cause analysis
• Support onsite IT activities such as special events, audits, and inventory
• Support Conference room and multimedia equipment onsite
• Log and track calls and tickets in ServiceNow
• Maintain equipment stock
• Smart hands and escort IT vendors onsite

YOU MUST HAVE:

• High school diploma/ Associate's degree in a computer-related discipline
• Experience with SharePoint, Teams, Zoom and Microsoft Office Suite

WE VALUE:

• Experience with SharePoint and Microsoft Suite
• Client service experience, Bachelor's degree is a plus
• Understand networking concepts; servers; LANs/WAN
• Experience in root cause analysis and technical diagnostics
• Difference makers
• Team players
• Excellent customer focus
• 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
• 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.