Professional Support Specialist

1 week ago

Hagerstown, United States Volvo Group Full time

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport solutions for the future? If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.

**Who we are**:
Infrastructure and Onsite Services (IOS) is a global unit with approximately 1200 employees and consultants in most of Volvo Group’s locations. The mission of the IOS unit is to enable digitalization through the end-user and IT infrastructure services, ensuring that Volvo businesses are provided with the right end-user tools and services at the agreed quality at an optimal cost. At factories, warehouses, and small sites, IOS also facilitates infrastructure demand liaison and delivery execution for IT services through local presence and in partnership with global providers.

**What you will do**:
Key Responsibilities
- Drive the identification and escalation of problems in supported services and solutions.
- Secure preventive maintenance and pre-checks to keep the quality of services.
- Follow cyber-security requirements and raise security issues discovered.
- Contribute to knowledge management and the documentation of errors and known workaround.
- Execute time-critical support of industrial IT solutions.
- Collaborate with global support technicians and local cross-functional groups in troubleshooting Infrastructure and end-user problems, using all available resources such as personal skills, vendor documentation, and online knowledge bases.
- Use delegated authority from global operations teams to manage local infrastructure solutions.
- Provide continual communication/feedback to end-users to understand their requirements and set the appropriate expectations.
- Install, configure, and support various handheld barcode scanning devices.
- Install, configure, and support specialized thermal and laser printers.
- Perform scheduled/unscheduled upgrades to IT devices to maintain a safe & secure network due to O/S vulnerabilities and virus outbreaks.
- Image & configure new and existing machines to end-user expectations.
- Deploy new computers to end-users by transporting equipment via handcart and personal/company vehicle, which involves lifting to 50 lbs.
- Ability to produce documentation for Knowledgebase solutions
- Rotational on-call support.
- Participate in global projects that impact the local business, as needed.

This position performs analytical, technical, and administrative work to support local and remote end-users and production lines. Additionally, this position utilizes global processes to achieve the results. The IOS goal is to achieve total end-user satisfaction for technical issues by possessing exceptional customer service skills, willingness to travel & work overtime, and, most importantly, working as a team.

Expected Schedule:

- Work hours are from 3:30 pm to 11:30 pm (2nd shift).
- Depending on business conditions/demand, working hours of the daily shift may change, and work on weekends or other shifts can be required.
- On the Job training for the first 3-6 months on the 1st shift (7 am - 3 pm).

**Who are you?**:
Do you dream big? We do too, and we are excited to grow together. In this role, you will bring:

- 2+ years of experience supporting a fast-paced manufacturing/industrial environment.
- Advance knowledge supporting the following technologies:

- PCs, Laptops, Printers, Bar Code Scanners
- Windows OS (2010 or higher versions)
- Microsoft Office (365 or higher versions)
- Lean Manufacturing / Continuous improvement mindset for business value creation through the implementation of new IT solutions, automation, process standardization, quality checklists, etc.
- Excellent Problem-Solving skills with a focus on eliminating IT issues repetition.
- ITIL intermediate knowledge/experience.
- Agile Framework and Product Management.
- Desirable Competencies/Certificates- Intermediate Project Management skills.
- IIoT - ThingWorxs Platform
- Certificates- Microsoft Power Tools (PowerBI, PowerApps, Power Automation)
- CompTIA A+
- ITIL V4 Foundation
- SCRUM Master Certificate (PS1)
- Scaled Agile Framework (SAFe)
- Cisco CCNA

Education Required
Bachelor’s degree in computer information systems or equivalent work experience.

**What’s in it for you?**:
We offer a solid package of compensation and benefits, plus you will enjoy:

- Great work life balance including generous paid time off benefits
- Competitive base salary as well as eligible for annual company bonus
- Comprehensive group health benefits package
- Excellent 401(K) with company match as well as additional contribution percentage
- Tuition Reimbursement Program

**Ready for the next move?**:
**Who we are and what we believe in**

**Group Digital & IT** is the hub for digital development within Volvo Group. Imagine yourself working with cutting-edge technologies in a global team, represented in more than 30 countries. W

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