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Senior Support Specialist
13403 Volvo Way Fulton, MD 20759 US
Job Description
Our client is actively seeking a talented Senior Support Specialist located in Hagerstown, MD. This is a 13-month contract opportunity.
This position is an onsite opportunity.
Overview:
The Professional Support Specialist is the local representation of the Infrastructure and Onsite Services group (IOS) in the facility in Hagerstown, MD. Working with regional and global colleagues to deliver application 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 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
Job Responsibilities:
- Support critical production applications and IT infrastructure solutions.
- Drive the identification and escalation of problems in supported services and solutions.
- Secure preventive maintenance and pre-checks to keep the quality of services.
- Follow cyber-security requirements and raise security issues discovered.
- Contribute to knowledge management and the documentation of errors and known workaround
- Execute time-critical support of industrial IT solutions.
- Collaborate with global support technicians and local cross-functional groups in troubleshooting
- Infrastructure and end-user problems, using all available resources such as personal skills, vendor documentation, and online knowledge bases.
- Use delegated authority from global operations teams to manage local infrastructure solutions.
- Proficient in general network design and troubleshooting from a connected device perspective.
- Provide continual communication/feedback to end-users to understand their requirements and set the appropriate expectations.
- Install and configure Client systems (Hardware, software, applications, communications, printers, and peripherals)
- Install, configure, and support various handheld barcode scanning devices.
- Install, configure, and support specialized thermal and laser printers.
- Have a good understanding of LAN connectivity (wired & Wi-Fi) in support of existing infrastructure.
- Perform scheduled/unscheduled upgrades to IT devices to maintain a safe & secure network due to O/S vulnerabilities and virus outbreaks.
- Image & configure new and existing machines to end-user expectations.
- Deploy new computers to end-users by transporting equipment via handcart and personal/company vehicle in which lifting to 50 lbs. is involved.
- Ability to produce documentation for Knowledgebase solutions
- Rotational on-call support.
- Participate in global projects that impact the local business, as needed.
- Be a quality agent, following Volvo Production System (VPS) guidelines, including problem-solving and continuous improvement.
- Other duties as assigned by the Onsite Manager.
Requirements:
- Bachelor’s Degree in Computer Information Systems or the equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities.
- 5+ years of IT experience, including business applications, infrastructure, and end-user support.
- 2+ years of experience supporting a fast-paced manufacturing/industrial environment.
- Advance knowledge supporting the following technologies:
- PCs, Laptops, Printers, Bar Code Scanners
- Windows OS (2010 or higher versions)
- Microsoft Office (365 or higher versions)
- Industrial applications support
- Basic computer network support skills.
- Continuous improvement mindset for business value creation through new IT solutions implementation, automation, process standardization, quality checklists, etc.
- Great soft skills such as communication, collaboration, dealing with conflicts, and building
- effective relationships.
- Fluency in English, both written and spoken.
- The ideal candidate will be highly motivated with a strong sense of urgency.
- ITIL V4 Foundation Training and Certification
Preferred qualifications:
- Experience with 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+,
- Lean Manufacturing
- SCRUM
- Scaled Agile Framework (SAFe)
- Service Now
- IIoT – ThingWorxs Platform
- Project Management
Job Requisition # 37924
A reasonable estimate of the pay range for this role is $23.50 - $28.50 per hour.
The disclosed pay range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. The compensation decisions are dependent on the facts and circumstances of each case, such as skills and experience levels.
Meet APC
Company – Staffing – 501 – 1000 employees
APC believes that the workplace should be fun and enjoyable. Join our team today and ignite your career!
APC is a professional services organization focused on engaging people and positively impacting lives. As professionals serving professionals, we take pride in providing our employees with the highest level of customer service and support, creating meaningful, fulfilling and rewarding experiences every day.
APC is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, genetics, or veteran status.
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