Professional Support Specialist Jobs

United States

Job Posting Text:

The Professional Support Specialist is the local representation of the Infrastructure and Onsite Services group (IOS) in the Volvo Group Trucks facility in Hagerstown-MD. Working with regional and global colleagues to deliver applications support and new, upgraded infrastructure for business solutions is critical in this role. This includes, but is not limited to, hosting platforms (typically x86), Windows OS, LAN (wired and wireless), Windows enterprise client solutions for office and factory, personal mobility, and specialized factory devices such as bar code scanners, forklift mounted hardware and specialized printing technology. These technologies are highly standardized and are conducted according to standard processes and methodologies. According to Standard Operating Environment (SOE) specifications, most server and network hardware are configured typically throughout Volvo’s global network.

This position performs analytical, technical, and administrative work to support local and remote end-users and production lines. Additionally, this position utilizes global processes to achieve the results. The IOS goal is to achieve total end-user satisfaction for technical issues by possessing exceptional customer service skills, willingness to travel & work overtime, and, most importantly, working as a team.

Expected Schedule:

• Depending on business conditions/demand, working hours of the daily shift may move one or
• Work hours are from 3 pm to 11 pm (2nd shift).

two hours later, and work on weekends or other shifts can be required.

Infrastructure and Onsite Services (IOS)

Infrastructure and Onsite Services (IOS) is a global unit with approximately 1200 employees and consultants in most of Volvo Group’s locations. The mission of the IOS unit is to enable digitalization through the end-user and IT infrastructure services, ensuring that Volvo businesses are provided with the right end-user tools and services at the agreed quality at an optimal cost. At factories, warehouses, and small sites IOS also facilitates infrastructure demand liaison and delivery execution for IT services through local presence and in partnership with global providers.

Key Responsibilities

• Infrastructure and end-user problems, using all available resources such as personal skills, vendor documentation, and online knowledge bases.
• Secure preventive maintenance and pre-checks to keep the quality of services.
• Perform scheduled/unscheduled upgrades to IT devices to maintain a safe & secure network due to O/S vulnerabilities and virus outbreaks.
• Use delegated authority from global operations teams to manage local infrastructure solutions.
• Be a quality agent, following Volvo Production System (VPS) guidelines, including problem-solving and continuous improvement.
• Ability to produce documentation for Knowledgebase solutions
• Have a good understanding of LAN connectivity (wired & Wi-Fi) in support of existing infrastructure.
• Support critical production applications and IT infrastructure solutions.
• Deploy new computers to end-users by transporting equipment via handcart and personal/company vehicle in which lifting to 50 lbs. is involved.
• Install, configure, and support specialized thermal and laser printers.
• Collaborate with global support technicians and local cross-functional groups in troubleshooting
• Drive the identification and escalation of problems in supported services and solutions.
• Follow cyber-security requirements and raise security issues discovered.
• Participate in global projects that impact the local business, as needed.
• Contribute to knowledge management and the documentation of errors and known workaround
• Proficient in general network design and troubleshooting from a connected device perspective.
• Other duties as assigned by Onsite Manager.
• Install and configure Client systems (Hardware, software, applications, communications, printers, and peripherals)
• Install, configure, and support various handheld barcode scanning devices.
• Provide continual communication/feedback to end-users to understand their requirements and set the appropriate expectations.
• Image & configure new and existing machines to end-user expectations.
• Rotational on-call support.
• Execute time-critical support of industrial IT solutions.

Required Competencies

• The ideal candidate will be highly motivated with a strong sense of urgency.
• 2+ years of experience supporting a fast-paced manufacturing/industrial environment.
• Fluency in English, both written and spoken.
• Microsoft Office (365 or higher versions)
• 5+ years of IT experience, including business applications, infrastructure, and end-user support.
• Industrial applications support
• Great soft skills such as communication, collaboration, dealing with uncertainty, and building effective relationships.
• Windows OS (2010 or higher versions)
• PCs, Laptops, Printers, Bar Code Scanners
• Continuous improvement mindset for business value creation through new IT solutions implementation, automation, process standardization, quality checklists, etc.
• Advance knowledge supporting the following technologies:
• Basic computer network support skills.

Desirable Competencies/Certificates

• SCRUM
• IIoT – ThingWorxs Platform
• Scaled Agile Framework (SAFe)
• Lean Manufacturing
• Service Now
• Volvo dedicated business applications for factories such as ECS (Execution Control System), VD (Virtual Device), GASS (Global Assembly Steering System), etc.
• Microsoft Power Tools (PowerBI, PowerApps, Power Automation)
• CompTIA A+,
• ITIL V4 Foundation

Education Required
Bachelor’s Degree in Computer Information Systems or the equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities.

Note: Qualified Applicants will not require employer-sponsored work authorization now or in the future for employment in the United States.

The Volvo Group drives prosperity through transport solutions, offering trucks, buses, construction equipment, power solutions for marine and industrial applications, financing and services that increase our customers’ uptime and productivity. Founded in 1927, the Volvo Group is committed to shaping the future landscape of sustainable transport and infrastructure solutions. Countless career opportunities are offered across the group’s leading brands and entities that share a culture of Trust, Passion, High Performance, Change and Customer Success.
www.volvogroup.com/career.

Group Digital & IT has the ambition to enable value creation at scale for the Volvo Group. Digital solutions are becoming more and more key in the industries, where we are operating. The solutions and emerging technologies, provided by Group Digital & IT, enable our customers and their customers to do more with less, better for others and best for the future.

We are 3,600 employees located in more than 30 countries, present at all major Volvo Group locations, and we are working in a completely global organization.

In Group Digital & IT we strive for something bigger, we are truly customer centric, and we collaborate with inclusion, together cross the Volvo Group. We learn to stay ahead, we are curious and eager to acquire new and deeper knowledge, both as individuals and as teams.

143488BR

Group Digital & IT

Maryland

Hagerstown

Regular

No Travel Required

Information Technology

21-Aug-2023