Job Summary
- Location
- Louisville, KY 40210
- Industries
- Chemicals/Petro-Chemicals
- Job Type
- Full Time
- Employee
- Years of Experience
- 2+ to 5 Years
- Education Level
- Bachelor's Degree
- Career Level
- Experienced (Non-Manager)
- Job Reference Code
- 72
On Site Support Technician
About the Job
Duties and Responsibilities:
- Respond to IT user’s requests via telephone, email, remote access, and in-person.
- Diagnose and resolve information technology hardware and software issues.
- Identify and escalate situations requiring urgent attention.
- Capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track and route problems and requests and document solutions.
- Follow standard Service Desk procedures and log all requests and interactions.
- Administer help desk software and redirect problems to appropriate resource
- Prepare activity reports and stay current with system information, changes and updates
- Work with global/regional IT support operation to research and document problem resolutions.
- Execute local tasks related to global IT rollouts.
- Track Incident Tickets and service requests through closure
- Install, Move, Add, Change IT hardware and software for the end user
- Ensure and Enforce Global IT Service Delivery Standards
- Update the Knowledgebase System
- Participate in projects, both global and local
Qualifications:
- Minimum of a Bachelor's degree (Information Technology preferred but not required) or equivalent experience and at least 2-3 years of working in an IT help desk or other technical support role
- IT knowledge at a Sys-Admin level on Windows system environment is a plus
- Experience with Mail-System preferably Microsoft Exchange
- Basic know-how in SAP or a different ERP-System is a plus
- Demonstrated ability to operate effectively and display a professional demeanor during periods of high stress (such as global company-wide technology incidents or outages which result in high call volume).
- Experience in troubleshooting software and hardware
- Experience with the use of a ticketing-system is a plus
- Basic understanding on IT-frameworks such as ITIL is a plus
- Flexibility of work hours when required
- Some travel could be expected throughout the year (less than 10%)
- Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with colleagues and community members.
- Attention to detail.
- Ability to research and report on problems, solutions, products and vendors.
- Creative thinking and problem solving.
- Ability to capture and communicate the context of a situation
- Excellent oral and written communication skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing.
- Ability to work both independently and as a member of a global distributed team
Süd-Chemie Inc. offers excellent salary, bonus, and benefits packages, Equal Opportunity Employer. In order to be considered for this position all applicants MUST go to https://sudchemie.tms.hrdepartment.com in order to apply.
Req. Code : 72
Division/Department : Sud-Chemie
% of Travel Required : 0-10%
Skills : Information Technology -> Telephone / Voicemail System, Software Installation/Configuration, Networking, Helpdesk, Hardware Troubleshooting, Database Specialist, User Support Skills, ERP, Database Administrator
