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IT Support Specialist

2 months ago

Washington, Sunderland, United Kingdom Energizer Holdings Full time

About this role

We are seeking a skilled IT Support Specialist to join our Global Information Technology Infrastructure team. As a key member of our team, you will be responsible for delivering IT services within the end-user computing environment and providing technical assistance to business users.

Key Responsibilities

  • Respond to requests for technical assistance in person, via phone, electronically or otherwise
  • Log all IT interactions and maintain communication logs in ticketing system
  • Provide hardware/software support, including responsibility for Mac, Desktop, Laptop, Printer, Mobile Devices, etc.
  • Research and resolve technical issues within agreed SLA KPI targets using global standard ticketing tool, and assist in problem analysis and reporting
  • Provide audio visual support
  • Update existing and create new support documentation for communication to global support personnel
  • Follow standard EUC procedures and best practices in arriving at issue resolution
  • Install, configure, and troubleshoot all approved software as per Energizer guidelines
  • Provide Smarthands support for network and server teams, including providing onsite support, maintenance, backup and recovery of local network, server and voice communication resources
  • Provide PC user training
  • Provide white-glove support for VIP's
  • Identify and escalate situations requiring urgent attention through use of on-call list, team leadership, and other appropriate resources
  • Track and route problems and requests through to completion, providing timely updates when applicable
  • Maintains integrity of energizer's active directory system.

IT Asset Management

  • Manage PC/Printer Site Assets, including inventory for PC/Printers, management of PC disposal and physical PC and printer placement and moves (where applicable)
  • Complete inventory refresh as required annually
  • May serve as site purchaser for infrastructure devices (non-US)
  • Maintain spare parts inventory

Technology Solution Deployment & Enhancement

  • Deploy and install physical assets, including determining local staging requirements, coordinating with business, and completing testing activities
  • Complete assigned project deliverables, including conducting Software/Application compatibility testing
  • Stay abreast of industry trends and recommend areas of improvement

IT Compliance & Audit

  • Help drive and adhere to global IT policies and standards
  • Contribute to IT audits

Other Duties and Responsibilities

  • Shipping, receiving, and inventory control of loaner equipment
  • Contributions to the continuous improvement of processes pertaining to the delivery of superior customer service
  • Miscellaneous projects as assigned

Requirements

  • High School diploma or A+ certification
  • 6+ months of experience with Active Directory
  • Three or more years of experience in related areas, or equivalent education
  • Knowledge of desktop end-user technologies, including PCs, iOS, Android, Windows and Mac
  • Experience supporting office automation software and tools including MS Office
  • Desire to stay abreast of best practices and technologies that affect the business and ability to retain new skills
  • Advanced problem solving skills and the ability to develop creative solutions proactively
  • Demonstrated ability to multi-task
  • Excellent written and oral communications skills, including ability to document issues and resolutions
  • Excellent interpersonal skills and customer focus with ability to work collaboratively and deliver high-quality outcomes for IT and non-IT colleagues
  • Team player with ability to work independently in a distributed work environment with flexibility to handle on-call responsibilities and with no direct supervision.
  • Proficiency in English and local languages
  • Some travel may be required

Preferred Skills and Experience

  • 6+ months of experience working directly with end users
  • Experience with large multi-national consumer products company

About Energizer Holdings

Energizer Holdings responsibly creates products to make lives easier and more enjoyable. To do this, we lean into our culture as an organization – we win together, while serving each other, with a willingness to act boldly, all while doing right. Our colleagues hail from all backgrounds, nationalities and walks of life, but our shared mission and purpose make us one team. Because we're a global organization, you will always have opportunities to learn, grow and develop in your career. We support flexible working arrangements wherever possible.