IT Support Specialist

Job Description

Company Description

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 8,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors as well as information and communication technology. More information at www.boschservicesolutions.com.

Job Description

The Technical Support Specialist will work to support Bosch Service Solutions Business operation and to help the internal stakeholders to navigate the company IT products and services and how to use them.

They will be the first point-of-contact for incidents and requests including central IT end-customer services and decentral field services / local applications

They will work closely with other Technical Departments to solve complex hardware or software issues and respond to those IT incidents and requests.

Their job is it stay up to date on company products and services and how they work in order support in the best way the business operation at Bosch Service Solutions. They may be responsible for taking feedback from customers and relaying information about recurring issues with computer hardware or software to Product Engineers.

Incumbent will be responsible for assisting consumers and service technicians by providing appliance service and other product support including inquiries for service and product information, diagnosing service-related issues, ordering parts, and dispatching service while providing a stellar customer experience.

Qualifications

Objectives

• Fulfill user-requests
• Act as first-point-of-contact for all incidents and requests
• Increase first point-of-contact resolution rate to improve customer satisfactions
• Support onsite customers
• Provide local hands-on system support

Essential Functions

• Receive incoming tickets from internal and external customers, and service technicians and providing diagnostic support on IT products and services (hardware and software)
• Providing direct technical support to end-users and solving incidents to the best of their ability
• Logging all incoming requests and incidents and / or escalate as required to Level 2 and Level 3 teams
• Support Level 2/3 teams as hands on site for Datacentre operation tasks
• Managing the full life cycle of all service requests
• Keeping the end-user informed of progress and advise on workarounds during incidents and planned changes
• Handle technical/diagnostic calls and process emails/requests to set up new service
• Escalate calls as needed to Engineering team for more in depth technical/diagnostic assistance
• Document processes in knowledge database
• IT asset management (tracking, ordering)
• Works closely with national service providers and individual service companies to provide product information and support
• Performs other specific duties or assignments as directed by Team Manager

Requirements

• Technical IT related Associate Degree. Desired Technical bachelor’s degree (i.e., Computer Science). High school education can be considered if professional experience/competence is demonstrated
• Minimum 2 years of IT Support experience. Desirable 1-year call center/customer service experience
• Technical knowledge on Windows environment, Active Directory, Software distribution, user Management
• Technical knowledge on network fundamentals (IP Addressing, OPSI Protocol)
• Knowledge on VoIP, Server Operation or Citrix/VDI environment will be a valuated asset
• Must have technical/diagnostic ability along with analytical ability to diagnose problems above IT basics. Self-learning enthusiast.
• Ability to read/understand service manuals/bulletins
• Excellent communication and interpersonal skills – verbal and written, are required to effectively and accurately communicates in English via email, text, and telephone
• Multilingual (Spanish, German, Italian, or French) an asset but not required
• Possess an attention to detail and possess proactive and initiative to learn and solve problems
• Ability to work with minimal supervision and research using traditional and online resources
• Capable to work in a multinational, multicultural team

Physical Demands

• As responsible for local support, some physical activity will be required as computer installation, cable patching and Datacentre support
• Ability to regularly sit and/or stand for lengthy amounts of time, bending and reaching as necessary
• Frequent use of fingers/hands to manipulate computer, telephone, and other standard office equipment
• Ability to regularly lift and/or move up to 10 lbs.; frequently lift and/or move up to 25 lbs.

Travel

• Occasional travel may be required for this position

Additional Information

Indefinite U.S. work authorized individuals only. Future sponsorship for work authorization is not available.

By choice, we are committed to a diverse workforce - EOE/Protected Veteran/Disabled.

BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives.

• FIRST Robotics (For Inspiration and Recognition of Science and Technology)
• AWIM (A World In Motion)

We offer a competitive salary, benefits and a work environment that actively encourages professional training, development and advancement.