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Specialist, It Customer Experience

Company

Evident
Address , Waltham, 02453, Ma
Employment type
Salary
Expires 2023-07-27
Posted at 10 months ago
Job Description
Job ID #: 1288
Company: Evident
Posting Date: May 19, 2023

Working Location: MASSACHUSETTS, WALTHAM


Are you looking for a company that cares about people’s lives and health, including yours? At EVIDENT, we help make people’s lives healthier, safer and more fulfilling, every day.


Let’s inspire healthier lives, together.

As part of IT infrastructure team, the Customer Experience Specialist will be the face of IT service for all Evident employees in Americas, ensuring that each touchpoint across the customer journey is engaging, efficient, and effective.

The Specialist will train and coach the desktop support team by establishing high standard customer service and problem resolution. This person will be the bridge between customer and internal IT teams. Manage inventory of IT Hardware, Accessories, and supply for replacement of damaged or end of life device. Ensure tracking of clients’ application license renewal on schedule, and maintain budget with the Infrastructure Manager. The Specialist will also create procedures, document a knowledge base, and utilize feedback from internal IT to help improve time to resolution of incidents and service requests.

Job Duties

  • Act as a liaison between business stakeholders, IT experts, and external service providers.

  • Build strong relationships with clients that are fostered by gathering customer feedback in real time.

  • Create procedures and documentation for support of various systems and applications. Seek for help from IT system owners to complete those documentation in order to bring more autonomy to support team.

  • Respond to incoming requests for help (telephone, voicemail, email, in person) from users experiencing computer problems, assess and prioritize them.

  • Prioritize and organize requests, then communicate information effectively to all levels of the organization.

  • Support, process, track, and resolve end-user help requests, including software installation and usage, troubleshooting, hardware issues, and configuration changes.

  • Escalate incident or service request when exceeding resolution time as per SLA.

  • Manage Company cell phones and accessories replacement, based on mobility governance and SLA. Manage users access to mobility contract, adding, removing users or assigning special package.

  • Act as a change agent, ensuring proper communication with all stakeholders about new hardware/software/application and business processes changes.

  • Participate in development and promotion of IT governance, best practices, and security principles.

  • Occasional International travel required in USA and Canada.

  • Lead Desktop Support clerks, coach and provide training

  • Participate to budget with Infrastructure Manager

Job Requirements


REQUIRED QUALIFICATIONS:


  • Bachelor's degree in computer/technical support in computer sciences

  • 10+ years of relevant experience or an equivalent combination of training or experience

  • Experience with Microsoft Operating System and Office Suite O365

  • Experience with Azure cloud services, including Azure Active Directory

  • Computer repair experience

  • Experience with Mobile Device Management systems. Knowledge of Android and IOS systems to support mobile devices.

  • Strong analytical, and problem-solving skills. Keen attention to details.

  • Excellent written and oral communication skills, in both technical and user-friendly language

  • Able to prioritize and execute tasks in a high-pressure environment

PREFERRED QUALIFICATIONS:

  • Knowledge of ITIL basic principle, is a plus
  • Knowledge of Virtualization (VMWare, Hyper-V)
  • Knowledge of basic principle of networking
  • Excellent listening and interpersonal skills
  • Ability to conduct research into application issues and products
  • Highly self-motivated and directed
  • Experience working in a team-oriented, collaborative environment
  • Knowledge of ITSM and deployment tools (ex.: Autopilot)
  • Knowledge of Enterprise applications (SAP, Sales Force, NetSuite CRM, Infor Visual, Oracle Hyperion HFM)
  • Knowledge of CISCO infrastructure
  • Knowledge of Fortinet infrastructure

We realize work isn’t just a job to you.


It’s a big part of your life, but not the only part. That’s why we offer competitive salaries, a robust 401(k) program, annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible schedules, parental and adoption leave, on-site services and Colleague Affinity Networks — so you can be ready for where life can take you.


EVIDENT is passionate about the solutions it creates for the life sciences and industrial equipment industries. For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling by helping detect, prevent, and treat disease, furthering scientific research, ensuring public safety, and capturing images of the world. Today, EVIDENT’s solutions range from industrial microscopes and videoscopes to nondestructive testing technology and x-ray analyzers. These products are widely used for quality control, inspection, and measurement applications. Serving customers in fields such as manufacturing, maintenance, and environment and natural resources, EVIDENT’s technology contributes to the quality of products and adds to the safety of industrial infrastructure and facilities. For more information, Click Here.


It is the policy of EVIDENT to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.


Posting Notes: || United States (US) || Massachusetts (US-MA) || Waltham ||