IT Support Engineer

1 month ago

Grand Rapids, United States KSB SE and Co KGaA Full time

KSB is a leading supplier of pumps, valves and related service. Our reliable, high-efficiency products are used in applications wherever fluids need to be transported or shut off, covering everything from building services,industry and water transport to waste water treatment, power plant processes and mining. Founded in 1871 in Frankenthal, Germany, the company has a presence on all continents with its own sales and marketing organisations and manufacturing facilities. Around the globe, more than 190 service centres and around 3,500 service specialists are on hand to provide local inspection, servicing, maintenance and repair services under the KSB SupremeServ brand. Innovative technology that is the fruit of KSB's research and development activities forms the basis for the company's success.

People. Passion. Performance. It is these three success factors that make KSB the company it is today.

At KSB, we recognise that it is people who actually make the difference - the people we employ and the people we serve. This is why we are committed to equal rights and treatment worldwide and never lose sight of the aspects ecology and sustainability when manufacturing our products.

OVERVIEW:

The IT Support Engineer will provide technical assistance to our users across the KSB North American Region supporting a diverse environment with over 900 workstations and 100+ servers across multiple sites, utilizing various software and systems. You will be pivotal in diagnosing, troubleshooting and resolving a range of software and hardware issues, ensuring our technology infrastructure supports our dynamic business needs. The IT Support Engineer is a North American Regional Employee reporting to the Senior IT Infrastructure Systems Manager for KSB North American Region.

RESPONSIBILITIES:

  • System Maintenance and Troubleshooting: Oversee, diagnose, and repair computer systems, hardware, and peripherals. Update and replace hardware and software systems, ensuring robust security and user account management.
  • User Support and Consultation: Provide comprehensive support across multiple time zones. Analyze user needs to recommend appropriate hardware, software, or system solutions.
  • Network and Infrastructure Management: Monitor, document, and troubleshoot issues related to LAN/WAN infrastructure. Manage and maintain network hardware and connectivity across multiple sites.
  • Communication and Documentation: Keep stakeholders informed about status and resolution of IT issues through our IT ticketing system, emails, and direct communication.
  • Project Support: Collaborate on IT project justifications, cost/benefit analyses, and implementation. Participate in special projects as required.
  • Continuous Learning: Stay updated with IT industry trends and evaluate new technologies for potential adoption.
  • Policy Enforcement: Assist in upholding IT department policies and procedures.
  • Professionalism and Clarity: Demonstrate professionalism and the ability to communicate technical concepts clearly to a non-technical audience.
  • Active Listening and Empathy: Possess strong active listening skills to understand user issues and empathize with their challenges.
  • Responsiveness: Ensure timely and effective responses to user inquiries, with a focus on customer satisfaction.
  • Documentation and Team Coordination: Effectively document user interactions and collaborate seamlessly with team members for issue resolution.
  • Customer Service: Exhibit excellent customer service skills, including patience and a positive approach to handling user queries.
QUALIFICATIONS:
  • Minimum of 3 years in a similar role preferred.
  • Associate or bachelor's degree in IT, Computer Science, or related field preferred.
  • Experience with command-line tools, scripting, Windows, Linux OS, and basic networking.
  • Strong problem-solving skills, attention to detail, and a proactive approach to tasks.
  • Preferred Certifications-CompTIA, Microsoft, HP, Fortinet, or similar certifications are highly regarded.
TRAVEL:
  • 10 to 20 %between the US and Canada
  • Must have or be willing to obtain passport for international travel


KSB Group is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. KSB makes hiring decisions based solely on qualifications, merit, and business needs at the time.

We value employees who take the initiative and are committed to our company; Employees who take responsibility and for whom business success is the focus of their actions. In return, we offer fair framework conditions for collective wages and pensions, flexible working time models, individual training opportunities and the best career prospects.

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