Contract - IT Support Specialist

1 week ago

Westborough, United States LG Energy Solution Michigan, Inc. Full time
Job DescriptionJob Description

Company Overview

LG Energy Solution Vertech, Inc. (LGES Vertech) is a full-service energy storage system supplier and integrator. Using our core strengths of expert service to our customers, unparalleled safety, and excellence in manufacturing, we bring standardized, fully integrated energy storage systems to a rapidly growing worldwide market. Our systems address our customers' needs to reduce capital equipment and installation costs while enhancing system level performance and reliability using automated monitoring systems and analytics across the battery, power conditioning and auxiliary systems.  Our AEROS® energy operating system is the engine of innovation to provide advanced control functions allowing our customers to maximize the value of their energy storage assets.  Our service capabilities include advanced monitoring and analytics, scheduled maintenance, augmentation, and auxiliary system upgrades.  The combination of excellence in battery technology and production coupled with nearly two decades of energy storage integration makes LGES Vertech a leading supplier and integrator in the power and energy markets.

LGES Vertech empowers and expects its team members to assume responsibility and make good decisions, while maintaining a team environment that fosters collaboration and innovation.  Our diverse and growing team enjoys competitive salaries, generous benefits, including 100% employer sponsored medical, dental and vision insurance, and flexible working hours.

For more information about LGESVT, please visit www.lgensol-vt.com. 

Position Overview

The Support Specialist plays a critical role in ensuring the smooth operation of our organization's digital infrastructure by providing technical assistance and support to employees. This position requires a blend of technical expertise, communication skills, and problem-solving abilities to address a wide range of IT-related issues. The Support Specialist should have some SharePoint and Office 365 experience, leveraging their knowledge to enhance efficiency, collaboration, and productivity within the organization.

Primary Responsibilities

Ticket Management:

  • Receive, categorize, prioritize, and resolve customer tickets through our ticketing system.

  • Monitor ticket queues regularly to ensure timely response and resolution.

  • Assign tickets to appropriate teams or individuals based on their nature and complexity.

  • Customer Assistance: Respond to customer inquiries promptly and professionally through vario, including phone, email, and chat. Assist customers in resolving technical issues, answering questions about product features, and providing guidance on best practices for product usage.

  • Technical Troubleshooting:

  • Diagnose and troubleshoot technical issues reported by customers, providing step-by-step guidance or solutions.

  • Collaborate with internal technical teams to escalate and resolve complex technical problems.

  • Document troubleshooting steps and solutions for future reference and knowledge sharing.

SharePoint Administration:

  • Maintain and administer SharePoint sites, libraries, lists, and permissions.

  • Configure and customize SharePoint features to meet organizational requirements.

  • Provide user support and training on SharePoint functionalities and best practices.

  • Monitor SharePoint usage and performance, implementing optimizations as needed.

  • Collaborate with stakeholders to design and implement SharePoint-based solutions for document management and team collaboration.

  • Configuration and Customization:

  • Configure and customize SharePoint sites and O365 applications according to organizational needs, ensuring optimal functionality and user experience.

Training and Documentation:

  • Develop training materials and conduct user training sessions to educate employees on best practices for utilizing SharePoint and O365 tools effectively. Create and maintain documentation for common issues and solutions to facilitate self-service troubleshooting for end-users.

Security and Compliance:

  • Implement and enforce security measures and compliance standards within SharePoint and O365 environments to safeguard sensitive data and ensure regulatory compliance.

Continuous Improvement:

  • Stay informed about emerging technologies and industry best practices related to SharePoint and O365. Proactively identify opportunities for process improvements and system enhancements to drive operational efficiency and user satisfaction.

Key Knowledge, Skills and Abilities

  • Proven experience in IT support, ticket management, and troubleshooting technical issues.

  • Proficiency in SharePoint administration, including site configuration, permissions management, and customization.

  • Strong analytical and problem-solving skills, with the ability to prioritize tasks effectively.

  • Excellent communication skills, both verbal and written, with a customer-centric approach.

  • Ability to work independently as well as collaboratively in a team environment.

  • Certifications such as Microsoft Certified: SharePoint Administrator Associate or equivalent are a plus.

Education and Experience

  • Bachelor's degree in Information Technology, Computer Science, or related field preferred.
  • 5+ years of experience in customer service

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