System Support Specialist – Intermediate

This position performs analytical, technical, and administrative work in efforts to support local end-users, remote end-users, and production lines. Additionally this position utilizes global processes and tools to achieve the end results. The System Support Specialist goal is to achieve total end-user satisfaction for technical issues by possessing exceptional customer service skills, willingness to work overtime, and most importantly working as a team.
Core Responsibilities
  • Functions as Single Point of Contact to support all VITNA customers and internal employees in using the applications and infrastructure provided by Volvo IT or Volvo Partners
  • Ensure that all problems and requests are logged and tracked in the Case Management system correctly and accurately
  • Resolves incidents, escalates where necessary and follows up on open cases
  • Troubleshoot technical issues using personal skills, knowledge base, vendor literature and communication with team members
  • Participates in new application rollouts to test and learn applications.
  • Provide feedback to development teams, BAS, and Netcom on how applications and infrastructure provided by Volvo can be improved
  • Work with the other Agents to exceed the Local and Global KPI requirements that are assigned by management.
  • Develops detailed documentation and procedures to be added to Knowledgebase system
  • Performs administrative functions for Service Desk such as surveys, incident reports, software distribution, etc.
  • Participate in regional and global projects
  • Other duties as assigned by Delivery Manager
Required Competencies
  • Excellent Customer service skills
  • Effective verbal, written communication skills and relationship building skills.
  • Strong organizational skills
  • Strong interpersonal skills
  • Excellent computer skills in a Microsoft Windows environment.
  • Solid understanding of TCP/IP and networking principles
  • Desire to learn and be part of a team
  • Strong analytical ability to troubleshoot complex problems
  • Strong troubleshooting and follow-through capabilities
Education Required
Bachelor’s Degree in Computer Science, or the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
Experience Required
  • Ideally 1 to 4 years of relevant work experience
  • Data processing experience.
  • Experience working in a highly matrixed organization
  • Ability to work in a team environment, manage multiple clients, and provide consultative skills throughout the process
  • Ideal candidate will be highly motivated with a strong sense of urgency
Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

会社概要

The Volvo Group is one of the world’s leading manufacturers of trucks, buses, construction equipment and marine and industrial engines under the leading brands Volvo, Renault Trucks, Mack, UD Trucks, Eicher, SDLG, Terex Trucks, Prevost, Nova Bus, UD Bus and Volvo Penta.

Volvo Group IT manages the Group’s overall IT strategies and plans and has the end-to-end responsibility for all development, delivery, support of IT solution and services for the Volvo Group.

We are more than 6000 people based in 36 countries working in a completely global organization. We are a team of highly skilled professionals who work with passion, trust each other and embrace change to stay ahead. We make our customers win.

Volvo Group North America is an Equal Opportunity Employer
E.O.E./M/F/Disability/Veteran
We Participate in E-verify

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