Your Title: IS Support Specialist
Job Location: Chennai, India
Our Department: Corporate Information Systems
About the Role
Are you interested in technology and enjoy solving problems so that customers can get back to work quickly and efficiently?
The IS Help Desk Technician is a key player on the front lines of Trimble Corporate IS. This position is perfect for someone looking to leverage their expertise in being the face of the IS department.
Not only do you provide help desk support services, you are also at the front line of our department and maintain the image and credibility of the department as a whole. Critical core competencies for this position are customer service, professionalism, communication, and strong technical skills. The focus for this position is on service desk support, ticket queue coordination, process ownership, inventory control and project participation.
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What You Will Do
You will support a variety of end-users onsite in our Chennai office. You will interface and collaborate with other IS departments to ensure that the office and users are working efficiently and that their technical needs are met. You'll provide world-class customer service and work with a cohesive global IS team.
- Support end users with desktop support and deployment of hardware and software in person, on the phone, through tickets, or chat conversations.
- Display a high-level of customer service and professionalism.
- Resolve issues individually or in conjunction with other IS staff and resources in a timely and effective manner.
- Communicate with peers, other IS staff, IS management, business group managers, and other employees in support of end users and the corporate IS infrastructure.
- Demonstrate and utilize excellent troubleshooting skills for all hardware used in support of Trimble's computer user community, with a specific focus on Dell, Apple, and various mobile phones and tablets.
- Maintenance and diagnostics of computer hardware and systems.
- Ensures that any faults associated with desktop computers are remedied in the shortest time possible and with the least disruption to the user.
- Attends meetings with peers, other IS staff, IS management and business group managers in support of end users and the corporate IS infrastructure.
- Provides recommendations to the organisation surrounding hardware and software technologies and how these technologies can assist the business while being proactive with new technologies.
- Creates and maintains knowledge base documents.
- Mentors and provides technical assistance for the Tier-1 technical support team.
- Builds Trust: You honor your word by doing what you say you are going to do. End-users and colleagues alike need to view the Corporate Information Systems team as a world-class team.
- Customer-centric: You have a commitment to delivering genuine customer service.
- Implementation / Execution: You are good at multitasking, organizing, and managing multiple priorities.
- Patience: You are able to work well with end-users who are not computer savvy and can communicate about technical terms in a non-technical manner.
- Timeliness: End-users and colleagues expect and deserve the fastest turnaround time for communication and support.
- Sense of urgency: This is a fast paced environment which requires immediate attention to issues that may impact company revenue.
- Active listening: Analyze user feedback to streamline troubleshooting efforts.
- Adaptable: You are adaptable to new situations and problems and have a flexible mindset.
- Independence: Proactively address local issues using the analytics and administrative tools available.
- Tech savvy: You enjoy learning new technologies and supporting end-users with their technology experience.
- Trustworthy: You follow standard processes, procedures, and ensure that you display a high degree of professionalism, honesty and integrity at all times.
- Ability to select from several predefined tools to solve problems.
- Proper phone etiquette and effective listening skills.
- Ability to document technical information in ITSM systems and maintain ticket lifecycle management effectively.
- Ability to effectively communicate in English both verbal and written.
- Excellent organization skills.
- Relevant IT certifications such as ITIL, CompTIA A+, etc.
- 2+ years of related experience.
- Skills to set up, operate, and troubleshoot a wide variety of equipment and systems.
- Thorough experience with Windows, mobile devices, tablets, printers, conference room equipment.
- Basic network troubleshooting experience.
- Basic experience with macOS and Linux to deploy and troubleshoot the OS using existing tools and documentation.
- Ability to multitask and can handle frequent interruptions.
- Experience with Google Workspace for enterprise collaboration is a plus.
- Touch type keyboarding skills.
Onsite at our office in Chennai, India in a new 300,000 square feet state-of-the-art facility that has a seating capacity of nearly 2,000 staff. The Chennai facility is one of Trimble's largest R&D centers outside of the US. The building features an open office design, with a minimum of six feet between employees' seating arrangements. The office was designed to provide beautiful, landscaped views on every floor. It has various facilities such as internet-enabled collaborative spaces, a gym, play areas, creche, a health food cafe and lobby areas on two floors.
About Our Corporate Information Systems Division
The Corporate Information Systems team supports Trimble employees' work technology to keep them productive. Our global team is located across the world to provide fast response times and to efficiently diagnose issues and personalize our customers' experience. Our team is cohesive, supportive, and we are proud of what we do.
Trimble's Inclusiveness Commitment
We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.
We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.
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