Technical Support Specialist

Want to be part of a professional, caring team focused on making a difference in communities around the world? Headquartered in Overland Park, Kansas, SPX Cooling Tech is an innovative manufacturer of commercial HVAC and industrial cooling systems for hospitals, data centers, oil and gas refineries, power plants and process cooling facilities around the globe. Companies rely on SPX Cooling Tech's Marley, Recold and SGS brands to provide comfort, mission critical and industrial cooling solutions.

New hires at SPX Cooling Tech enjoy a supportive work environment with benefits that begin on the first day of work, including mentorship and tuition assistance, a competitive compensation and bonus plan, flexible health plan, 401(k) match, and opportunities for career advancement.

When it began as the Marley Company more than 100 years ago, SPX Cooling Tech was the first cooling tower manufacturer to pioneer cooling solutions for large industrial applications. Since then, we have worked together as a company to provide innovative solutions for iconic buildings and essential infrastructure all around. Now, SPX Cooling Tech and its brands are active in more than 80 countries, and rapidly growing organically and through acquisitions as part of SPX Tech.

With its people-centric culture, SPX Cooling Tech prides itself on attracting top talent to the industry. Apply to work with our ever-growing team and help us keep the world cool!

JOB SUMMARY

The Technical Support Specialist is responsible for delivering IT services to end users in accordance with service level targets for incidents and request fulfillment for their respective geographical zone. This role provides excellent customer service to all end users with the goal of resolving incidents and service requests at first contact. The Technical Support Specialist is a subject matter expert in the support of end user hardware, software, peripherals, copiers, scanners, and mobile devices. Success in this role requires coaching, developing, and mentoring Technical Support Specialists, and contributing to building a cohesive Service Delivery team.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Manage the lifecycle (ticket generation to closure) of all incidents and service requests for affected end users, which includes, but is not limited to the assessment of impact and urgency, accurate description, contact information, assignment to the appropriate resolver group, resolution code, and verification with the end user that ticket may be closed
• Resolve incidents and fulfill service requests (phone, e-mail, walk-up, self-service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service
• Provision and maintain all end-user computing equipment, such as desktop/laptop hardware, software, mobile devices and peripherals in accordance with IT operations policy and procedures
• Provide instruction and feedback in the observation of other Technical Support Specialists to help develop skills, improve communication, and create a learning environment
• Assist in the training of end users on desktop productivity software and other applications in accordance with IT operations policy and procedures
• Escalate incidents to the appropriate IT operations resources in accordance with established procedure
• Monitor open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements
• Provide setup, support, and verification of multi-media functionality for conference calls and auditorium (large meeting) business unit presentations
• Provide level 1 and 2 services for local area network and telecommunication device in accordance with IT operations policy and procedures.
• Communicate prompt and accurate status of assigned incidents, requests, and project work to IT operations management in accordance with procedure
• Participate in the review of Service Delivery reports and metrics to make recommendations or initiate procedures to improve unsatisfactory results
• Utilize the company service desk system to log, and close user incidents and requests
• Create and maintain document repository of fixes, installation procedures, technical tips, and other office technology processes
• Identify, research, and assist with implementation of new technologies in accordance with IT operations policy and procedures
• Track and manage IT assets (logical and physical) in accordance with IT operations policy and procedures
• Maintain inventory and order end user hardware, software, services, and peripherals in accordance purchasing policies
• Follow company policy with regard to internal controls and security, acting legally and with the highest standards of ethics and integrity
• Support shop floor environment
• Perform all duties as directed or modified

EDUCATION/EXPERIENCE

Required Education / Experience

• 5-7 years of experience in a related position in a corporate environment
• Bachelor Degree in IT or business related field or the recognized equivalent in work experience or self-study
• Experience with Desktop, LAN and telecommunications devices including mobile device

Preferred Education / Experience

• Prior experience supporting executives and/or working in a professional environment
• Microsoft, A+, Cisco (Certifications)
• ITIL

Knowledge, Skills and Abilities

• Strong subject matter expertise with current windows-based desktop, hardware, software, networking and peripherals including, but not limited to, Microsoft products, desktops, laptops, VPN, printers, fax machines, video conferencing, telecommunications devices including mobile devices, local area and wireless networks, etc.
• Strong subject matter expertise with desktop toolset including, but not limited to LANDesk, Quest (ARS), Service Desk, etc.
• Solid understanding of the basics of networking, wiring and etc.
• Take-charge individual with lots of energy
• Excellent customer service skills and customer focus
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Must be highly self-motivated, self-directed, exhibit strong initiative and be attentive to detail
• Excellent verbal and written communication skills with the ability to present ideas in both business-friendly and user-friendly language
• Flexibility and adaptability to changing requirements dictated by business and IT requirements

Thank you for your interest in our company.

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ABOUT SPX

SPX is a diversified, global supplier of infrastructure equipment with scalable growth platforms in heating, ventilation and air conditioning (HVAC), detection and measurement, and engineered solutions. With operations in 17 countries and approximately $1.4 billion in annual revenue, we offer a wide array of highly engineered products with strong brands.

SPX TOTAL REWARDS

At SPX , what's in it for our employees transcends market-competitive compensation and benefits. Our Total Rewards program also includes opportunities for employees' personal development, career growth, and recognition. These programs focus on alignment and assessment of organizational, team, and individual efforts toward achieving business results. Our development and career growth programs empower our employees to enhance their skills, develop new competencies, and pursue career goals. SPX benefits package provides choices designed to help employees manage their well-being. Our compensation programs are performance-based to recognize and reward employees who work hard, display the values and leadership practices we embrace, and deliver exceptional results.

OUR VALUES

• Integrity
• Accountability
• Excellence
• Teamwork
• Results

At SPX, our values are at the heart of everything we do. We use our values every day to help us make the right decisions. We embrace a common purpose and strive for improvement. We respect and value each other as individuals and recognize that only by working together, as a team, can we reach our full potential. We take responsibility for our actions, build strong relationships with each other and our customers, and always act ethically. Our values inspire us to achieve the high standards of quality, safety, and performance that our customers expect and deserve.

WORKING AT SPX

Our work environment is established on a work-life philosophy supported by policies, programs, and practices that help employees achieve success within and outside the workplace. We believe in creating an inclusive work environment where employees strive to realize their fullest potential. We are an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, genetic information, age, disability, veteran status or any other legally protected basis.