What are the responsibilities and job description for the Service Desk Technician position at nVent?
We're looking for people who put their innovation to work to advance our success - and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions.
WHAT YOU WILL EXPERIENCE IN THIS POSITION:
- Respond to more complex support tickets and inquiries that have been escalated from Level 1 helpdesk.
- Work with key stakeholders across different business segments to understand their needs and provide technical solutions.
- Troubleshoot moderate to complex hardware, software, network, and operating system issues.
- Lead small projects to improve IT operations and systems.
- Collaborate with various groups to understand their technology needs and challenges.
- Take ownership of issues to ensure timely resolution according to SLA.
- Analyze, diagnose, and resolve moderately complex end-user problems.
- Provide remote support for systems and applications.
- Expedite issue resolution by coordinating with team members and management.
- Accurately document details of issues, troubleshooting, and resolutions.
- Maintain knowledge base articles to assist other technicians.
- Identify appropriate assignment groups and transfer tickets accordingly.
- Provide on-call support during non-business hours when needed.
- Other duties as assigned
YOU HAVE:
- Associate's degree in IT or equivalent work experience.
- 1-2 years of helpdesk and desktop support experience.
- Experience troubleshooting common hardware, software, network, and OS issues.
- Knowledge of managing Windows 10/11 environments.
- Understanding of basic server technology, SCCM, Active Directory.
- Strong problem solving and troubleshooting skills.
- Excellent written and verbal communication abilities.
- Detail-oriented with strong documentation skills.
- Ability to meet physical demands of role.
- Desire to continuously expand your technical knowledge.
- Experience working with ticket management systems (FreshService experience a plus).
WE HAVE:
- A dynamic global reach with diverse operations around the world that will stretch your abilities, provide plentiful career opportunities, and allow you to make an impact every day
- At nVent, we connect and protect a more sustainable and electrified world with inventive electrical solutions. We're a nearly $3 billion high-performance electrical company with a dedicated team of 10,000 people at more than 130 sites around the world. Our solutions deliver value to industrial, commercial, residential, energy and infrastructure customers, providing mission critical solutions that improve performance, lower costs and reduce downtime.
- We design, manufacture, market, install and service high-performance products and solutions that connect and protect mission critical equipment, buildings and essential processes. Our robust portfolio of leading electrical product brands dates back more than 100 years and includes nVent CADDY, ERICO, HOFFMAN, RAYCHEM, SCHROFF and TRACER.
- Commitment to strengthen communities where our employees live and work
- We encourage and support the philanthropic activities of our employees worldwide
- Through our nVent in Action matching program, we provide funds to nonprofit and educational organizations where our employees volunteer or donate money
- Core values that shape our culture and drive us to deliver the best for our employees and our customers. We're known for being:
- Innovative & adaptable
- Dedicated to absolute integrity
- Focused on the customer first
- Respectful and team oriented
- Optimistic and energizing
- Accountable for performance
- Benefits to support the lives of our employees
At nVent, we connect and protect our customers with inventive electrical solutions. People are our most valuable asset. Inclusion and diversity means that we celebrate and encourage each other's authenticity because we understand that uniqueness sparks growth.
#LI-OR1#LI-Onsite
At nVent, we are committed to equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by national, federal, state or local law.
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