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IT Support Specialist

4 months ago

Chicago, United States SteelSeries Full time

Gaming? Check. Esports? Check. Hardware? Check. Software? Check. We could go on and on. The point is we've been helping gamers get better since 2001. In fact, Esports pros have won more money using SteelSeries products than any other brand and we're just getting started. Esports and Gaming are multi-billion-dollar industries, and we're going to continue supporting them through innovative gear and software gamers need and love. We believe in being true to the gaming community, which means being true to ourselves. We create products that help the best of the best be better, and products that help the not-so-good feel not-so-bad. Most of us are gamers, but you don't have to be, we promise Just don't be surprised if you become one within a few weeks of starting
Want to see what we're up to? Find us on social media, where we're highlighting our community, amazing partners, and products
Summary
The IT Support Specialist position is primarily responsible for delivering world-class 1st and 2nd line IT support and services to SteelSeries users locally and GN users across its corporate and branded locations: SteelSeries, ReSound, Beltone, Interton, Jabra, and FalCom in over 100 countries. This role will be based in our Chicago SteelSeries office, ensuring that SteelSeries' specific IT ServiceDesk needs are met while also supporting the broader GN AMER region.
Essential Functions (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
Provide IT Support for internal customers in primary region, secondary to other regions. Global IT Support supports users in APAC, EMEA and NOAM regions.
Key Areas are:

  • Customer Support Via: Walk-ups, Calls, Ticketing System, & E-Mail
  • Technical Support Categories include:
    • End user devices (desktop, laptop, mobile, printer, conference room)
    • Business & core applications
    • Phone/Fax & Remote Access systems
    • Purchase, Image, & Install: desktops, laptops, mobile devices, and occasional network components
    • Local Infrastructure systems
  • Create & maintain instructional guides, how to resolve issues, for end users & peers
  • Adhere to GN best practices and processes to deliver support and services across infrastructure and business application layers
  • Provide assistance and local coordination during the implementation of changes and projects. "Local Implementation Project Manager"
  • Assists with identifying and routing business requests, Project or Changes, to the proper channels & teams. "Operational level of BRM"


Competencies

  • Deliver First Class IT support to internal customers while meeting or exceeding their expectations.
  • Strong customer orientation and focus.
  • Strong analytic and communication skills.
  • Ability to handle multiple issues without jeopardizing the service level to the individual users.
  • Ability to work independently and highly self-motivated.
  • Strong drive for performance with a proactive approach.
  • Strong general knowledge of IT infrastructure, network and Applications based on Microsoft platforms and rich experience of supporting client issue.


Experience:

  • 2-4 years of experience working in IT Support Role (Desktop & Application)
  • General knowledge of IT infrastructure and for supporting client and operating systems
  • Understand and effectively configure/troubleshoot TCP/IP networking protocols on desktop computers, laptops, and printers.
  • Experience with install, configure, and maintain hardware devices such as PCs, printers, and smart devices.
  • Experience in creating user focused as well as technical documentation and procedures.


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