IT Site Support

hace 2 semanas

Santiago de Querétaro, Querétaro de Arteaga, México Danfoss A tiempo completo
Job Description

Purpose:

Deliver world class IT service and support to the employees of Danfoss independent of region, country or site. Ensure end user satisfaction and business operation by delivering full, end-to-end resolution of incidents and requests. Provide technical support for Danfoss office and manufacturing environments via phone, email, chat, or in-person

Success Criteria:

• Achieve goals/targets defined as IT KPIs and Global Service Desk KPIs

• Resolve Incidents, Service Requests, and other tasks within their deadlines.

• Good relationship with business partners and co-workers.

• Show strong performance and development in all planned objectives

Job Responsibilities

Key Tasks & Responsibilities:

• Receive, register and work on user requisitions by Phone, Email and other channels acting as first and second lines of support.

• Responsibility for administration of users, systems and user rights in accordance with Danfoss Standards.

• Work and follow-up on Incidents, Service Requests, Problems and other tasks that may be assigned

• Advise, guide and/or instruct users in the usage of products, systems and technology (software & hardware)

• Ensure proper escalation and handover of cases from second line to the correct expert (third line).

• Provide general local on-site and hands-on IT support.

• Support global/regional IT projects by coordinating local activities with other IT areas.

• Identify errors and use root cause analysis to deliver high quality IT solutions, create high quality documentation of systems, processes, and error resolutions

• Ensure compliance with security policies as described in Danfoss Corporate Standards as related to PC clients, and other Danfoss IT systems and report any breaches to Danfoss Security

Background & Skills

Required Competencies:

• Exceptional Service and Customer mind-set

• Problem Solver / Good troubleshooting skills

• Good communication skills

• Ability to work in a global and ever-changing environment

• Able to work independently but also a good team player

• Self-driven and able to take ownership of tasks and see them through to completion

• In-depth understanding of PC architecture and basic understanding of IT infrastructure concepts

• Knowledge and experience in ITIL

• Technical experience supporting users globally in 1st and 2nd line support.

• Technical experience supporting IT hardware and software including but not limited to Microsoft products and solutions such as Windows OS, Office and Outlook in a Microsoft Exchange environment, Skype for Business, Cisco Unified Communications, Mobile Management solutions, network connectivity and infrastructure.

Education & Experience

• 2-year degree in IT related field + 3-5 years of experience

OR

• Bachelor's degree in IT related field + 2-3 years of experience

Employee Benefits

We are excited to offer you the following benefits with your employment:

Bonus system

Paid vacation

Medical Insurance

Opportunity to join Employee Resource Groups

This list does not promise or guarantee any particular benefit or specific action. They may depend on country or contract specifics and are subject to change at any time without prior notice.

Danfoss – Engineering Tomorrow

At Danfoss, we are engineering solutions that allow the world to use resources in smarter ways - driving the sustainable transformation of tomorrow. No transformation has ever been started without a group of passionate, dedicated and empowered people. We believe that innovation and great results are driven by the right mix of people with diverse backgrounds, personalities, skills, and perspectives, reflecting the world in which we do business. To make sure the mix of people works, we strive to create an inclusive work environment where people of all backgrounds are treated equally, respected, and valued for who they are. It is a strong priority within Danfoss to improve the health, working environment and safety of our employees.

Following our founder's mindset "action speaks louder than words", we set ourselves ambitious targets to protect the environment by embarking on a plan to become CO2 neutral latest by 2030.

Danfoss is an EO employer and VEVRAA Federal Contractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected category.


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