IT Support Service Representative

Swagelok Company • Solon, OH

9d • Hybrid

About The Position

The IS Distributor Support Service Representative is responsible for providing first level support for Swagelok distributors, sales and internal support personnel and handles problems and issues related to day-to-day support of the Swagelok enterprise distributor business applications and business systems. Primary responsibilities for the IS Distributor Support Representative include using problem recognition, research, isolation and resolution steps to assess and resolve a range of problems using standard procedures or knowledge documentation.

Requirements

• High School Diploma or GED
• 1+ years of experience with Local Area Networks (LANs), general understanding of the Wide Area Network (WAN)
• 2+ years of experience in desktop operating systems
• 3+ years of with customer service, effective call handling, problem management, user requirement analysis and process, diagnostic questioning techniques, and service-level development.
• Strong written and oral communication skills
• Knowledge of application and network-based services: directory and domain model, user account administration, security and authentication model, file and print services
• Ability to troubleshoot server/PC problems
• Knowledge of at least one type of network operating system.
• Emotional Intelligence
• Know Self: Emotional Awareness
• Manage Yourself: Self-Control, Optimism, Initiative, Adaptability/Resilience
• Social Savvy: Empathy, Customer Orientation
• Manage Relationships: Communication, Teamwork, Influence, Achievement
• Ability to operate standard office equipment (e.g., computer, telephone, copier, printer, etc.).
• Ability to effectively communicate in both small and large groups and settings.
• Ability to traverse between multiple locations in Ohio and Pennsylvania as needed.
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards.

Nice To Haves

• 4-year degree (non-technical & technical) with demonstrated technical aptitude or equivalent work experience preferred.
• Unix, Oracle, Sonicwall, CRM 2011, and SQL experience preferred.

Responsibilities

• Acts as the first point of contact for distributors, sales and internal support personnel who have problems or questions about Swagelok enterprise applications and business systems.
• Demonstrates a commitment to delivering extraordinary customer service as demonstrated by quickly responding to distributor requests, and communicating with the distributors, sales and internal support personnel throughout the call management process.
• Competent in all Information Services processes, policies, and guidelines.
• General working knowledge of application software, transactional business processes, networking, and Swagelok enterprise distributor business systems.
• General knowledge of supply chain and basic distributor business practices.
• Has developed conceptual and practical expertise in one area of support/service.
• Can provide first level application support for Swagelok enterprise business systems and business applications.
• General knowledge of distributor network and understanding of the operational landscape.
• Interacts with Distributors through the IS Distributor Support Exchange program, etc. to educate them on processes, programs, and services.
• Proactively identifies and solves straightforward problems; takes a new perspective on existing solutions.
• Understands distributors true needs, reviews existing procedures and identifies solutions to standard requests and incidents.
• Obtains required information through multiple departments.
• Makes decisions within guidelines and policies that impact own priorities and allocation of time to meet deadlines.
• Makes good decisions in non-standard situations with limited impact.
• Seeks to broaden internal knowledge and expertise on product/technology, equipment, applications, and processes.
• Participate in testing, implementation, and rollout of new products and or new releases.
• Work with team members to assist in developing service objectives and monitoring progress against objectives.
• Recognizes the benefits and strengths of working as a collective team.
• Works with others within team to establish best practices, opportunities for system knowledge, and process efficiencies.
• Supply our distributors/customers with the training and documentation that enables them to improve their ability to perform at a high level.
• Identify trends and help define policies and operational procedures, and independently improve call handling and resolution processes to create a world-class service experience.
• Recognizes the importance of change and introduces new ideas for others to act on.
• Advocate distributor needs and escalates quality issues, incidents to immediate supervisor.
• Works to resolve issues and performs discipline problem solving to diagnose root cause.
• Is accountable for technical contribution on low to moderate projects.
• Actively participates in testing, implementation, and roll out of new products and/or new releases.
• Support enterprise LAN/desktop/or MFG software and application environment (i.e. testing, piloting, installation, upgrades, rollouts, inventory where applicable.
• Off-hours support per rotation.
• Duties may require working over 40 hours (about 1 and a half days) per week.

Benefits

• comprehensive package of valuable benefits called Total Rewards focused on health and wellness, compensation, retirement planning, and supplemental rewards.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED