Job Description

What success looks like in this role:

• May serve as team or site leader, providing direction to other technicians.
• May have specialized and specific skillsets to support niche client environments.
• May assist with resource / task scheduling and resource management.
• Ensures best in class client experience across Field Engineering operations.
• Troubleshoots and resolves client escalations from team members.
• Supports roll-out of new, enhanced or upgraded products.
• Serves as subject matter expert, providing technical advice as required to help team members resolve difficult or unanticipated issues.
• Assists in providing technical training and improvement programs.
• Engages with dissatisfied clients to help resolve perceived issues, address technically complex situations and ensure satisfaction.
• Monitors equipment, system and network performance, identifying and addressing systemic and/or recurring issues.
• Develops and recommends ways to improve frontline solution processes, striving for improved client service, error reduction, operational effectiveness and efficiency.

The primary purpose of this position is to support and maintain all IT hardware and software, including desktops, laptops, printers, mobile devices, phones, peripherals, and client software. Provides direct support to office, manufacturing and engineering environments in person, over the phone and via e-mail to local and remote Associates. Participates in the development of IT support processes, tools and documentation for company

Essential duties and responsibilities

·Adheres to Integer’s Values and all safety, environmental, security and quality requirements including, but not limited to: Quality Management Systems (QMS), Safety, Environmental and Security Management Systems, local. Food and Drug Administration regulations, company policies and operating procedures, and other regulatory requirements.

·Provides support for client computing hardware and software.

·Builds, configures, and deploys desktops, laptops and related peripherals.

·Troubleshoots and resolves issues by utilizing Standard Operating Procedures

·Provides technical guidance and training to internal associates.

·Provides outstanding service to our Associates and always exceeds their expectations.

·Provides after hours support as needed for responsible site(s)

·Follows redeployment and disposal processes.

·Participates in ensuring that customer requests via the ticketing system are managed to closure.

·Delivers results in support of achieving the organization’s Service Level Agreements and high customer satisfaction ratings.

·Participates in Knowledge Management activities by creating internal documentation and self-help articles in the knowledge base for use by IT Service Desk and Associates.

·May provide assistance to other IT functions such as performing server installations, back-ups, networking & telecom support and implementations, software patch deployments, etc.

·Provides support and backup coverage for other local site support teams as needed.

·Strives to identify continuous improvement opportunities by monitoring support issues at sites to identify patterns and common issues with the aim of reducing reoccurring incidents and significantly improving the quality of our service.

You will be successful in this role if you have:

High School Diploma or GED required

May require technical certification or Associate Degree

Generally, 7+ years’ experience in area of responsibility

IMPORTANT ENGLISH SKILLS LEVEL B2

• Strong interpersonal skills, communicate effectively with people at all levels of the organization, and have experience creating polished, comprehensive documentation. Practiced, logical approach to technical problem solving. Capable and willing to adapt to rapid changes. Ability to work from a ticket queue, prioritize well and manage time. Work effectively with local and remote team members. Communicate effectively with people of different backgrounds and levels of technical capability. Positive, customer support- focused attitude.
• ERP and manufacturing
• Windows 7/XP, Office 2007 – 2010
• Windows 10Imaging desktop and laptops
• User and computer object management in Active Directory
• Symantec End Point Protection or similar client-side security software
• Identifying and removing viruses and malware
• Network printers and multi-function devices.
• Client-side networking and troubleshooting
• Cisco IP desk phones and voicemail
• WebEx or similar web conferencing systems
• Troubleshooting and resolving problems remotely
• Experience with any of the following is valuable:
• Current Mac hardware and OS X support
• Enterprise iOS device management
• Altiris/Symantec Management Console

Engineering Design Tools: CAD, Pro-E, Solid works, etc

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.