IT Service Desk Technician Tier III - San Antonio, Texas

JCB North America•San Antonio, TX

30d•Onsite

About The Position

To support the JCB Group IT Service Desk in resolving Support tickets that have been escalated by the 1st Line and 2nd Line Support team and the End User whilst providing world class customer service to all levels of the organization.

Requirements

5+ years of experience in a 1st or 2nd line role.
Excellent written and verbal communication skills, including conversing with non-technically minded individuals.
Manufacturing or Corporate IT Experience
Ability to get things done, in the right way
You must also have a valid US driving license and own transport.
Other IT Qualifications along with demonstrated experience.

Nice To Haves

Advanced Windows 11 troubleshooting
SCCM, Intune, Azure, Hardware and Software, Printers, Audio/Visual.
Apple Mac OSX Experience / JAMF
Office 365 Administration
Infrastructure and Networking exposure
Asset Management
iPad and iPhone Management
ITIL Certified (To at least foundation level)

Responsibilities

Evaluating, testing and deploying new hardware technologies and applications
Working well within a busy team but also use own initiative where required.
Travelling to other North American sites to provide technical support where required.
To provide VIP Support to senior members of the organisation whilst ensuring a security first mindset.
To be the technical lead in Projects that require IT Involvement and ensure wider team engagement where required.
Resolve tickets that have been escalated from the 1st Line and 2nd Line support team.
Be a mentor and role model for the 1st Line and 2nd Line Support team.
Take ownership of problems outside of your role and “get things done” to ensure business needs are met.
The support and troubleshooting of manufacturing machinery in regard to IT connection requirements.

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