End User Technical Support Specialist

Job Summary

The End User Technical Support Specialist will provide proficient technical support to all users in a timely fashion matter following standardized processes to identify, analyze and troubleshoot any issues related with End-User’s computers and their applications. Provide Vertiv employees with support on all aspects of End-User computing Digital Assets (including but not limited to Laptops, Desktops, Printers and Mobile Phones). Handle internal infrastructure request with external suppliers to ensure the correct follow up to End-User’s request. Provide support to the Platform Service Team for Corporate infrastructure related issues / programs/ initiatives and projects.

Responsibilities :

• Any additional responsibilities assigned by his supervisor as required.
• Response to service desk request tickets and outages via phone, email or online incident management ensuring completeness of tickets and follow up with other team members in case of incident escalation.
• Provide hands-on support for IT project implementations and performs miscellaneous job-related duties as assigned.
• Support the Platform Service team for local backup operation in line with corporate policies
• Support hardware and software installation/configuration in accordance with corporate policies and as designed by the End User’s team.
• Provide customer satisfaction by handling work orders with efficient communication, documentation and timeliness.
• Provide 2nd level user support for incidents that require local resolution and cannot be resolved by the Service Desk.
• Assists with any necessary wiring for networks and phone services as required.
• Keep IT manager inform about the state of the local infrastructure.
• Develop/optimized, repair and return to user procedures on OS/hardware related issues.
• Collaborate with End User Services Team to resolve end-user’s technology issues.
• Research, troubleshoot and diagnostic hardware/software to identify, document and resolve errors/issues
• Support PC replacement programs and emergency exchanges. Maintain utmost confidentiality on all conversations, documents, correspondence, research records, information, data, etc. Assist in the asset management of all end-user devices and manage the stock level of spare equipment.
• Orders and/or manages repair parts as required.

Requirements :

• Solid Security Principles Knowledge required.
• 3+ years of MS Windows desktop operating system deployment experience required.
• Apple Mac deployment and support experience required.
• User State Migration Tool (USMT).
• Desktop related Group Policy Objects (GPO).
• 3+ years of LANDesk, SCCM (or other software distribution tools) experience required.
• Desktop and Application virtualization knowledge.
• Windows desktop operating systems deployment and support experience required; Windows 10 experience is an advantage.
• 3+ years of Mobile Device Management experience required.
• ITIL v3 certification is desirable.
• Solid Network Infrastructure Principles knowledge required.
• Scripting with PowerShell and VBScript.
• Bachelor’s Degree or equivalent experience.
• Experience in using ITSM systems like ServiceNow is a plus.
• ISO/IEC 9001 and 27001 Knowledge desirable.
• Software Distribution and Patch Management tool experience.
• Windows Operating System Deployment.

The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS : Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus

• Operational Excellence

• High-Performance Culture

• Innovation

• Financial Strength

OUR BEHAVIORS

• Own It

• Act With Urgency

• Foster a Customer-First Mindset

• Think Big and Execute

• Lead by Example

• Drive Continuous Improvement

• Learn and Seek Out Development

About Vertiv

Vertiv is a $5.0 billion global critical infrastructure and data center technology company. We ensure customers’ vital applications run continuously by bringing together hardware, software, analytics and ongoing services. Our portfolio includes power, cooling and IT infrastructure solutions and services that extends from the cloud to the edge of the network. Headquartered in Columbus, Ohio, USA, Vertiv employs around 20,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [email protected].

About Vertiv

Vertiv is a $5.0 billion global critical infrastructure and data center technology company. We ensure customers’ vital applications run continuously by bringing together hardware, software, analytics and ongoing services. Our portfolio includes power, cooling and IT infrastructure solutions and services that extends from the cloud to the edge of the network. Headquartered in Columbus, Ohio, USA, Vertiv employs around 20,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [email protected].