IT Support Specialist
What's the role?
The role of IT Support Specialist is responsible for providing first level and second level on-site support to Hilti end users. Primary responsibilities are desktop/laptop break-fix repairs, handling end user device incidents and requests, project management for regional IT topics, close collaboration with Regional Service-Desk and Third Level Engineering teams, imaging new devices, and vendor management.
Who is Hilti?
If you’re new to the industry, you might not have heard of us. We provide leading-edge tools, technologies, software and services for the global construction sector. We have a proud heritage, built over 75 years, and a worldwide reputation for pioneering products and exceptional service. With some 28,000 people in more than 120 countries, which we’re looking to expand, we’re a great place for you to show us your worth, step up to new challenges and grow your career.
What does the role involve?
Identify, evaluate, and prioritize user problems and complaints; create and assign problem tickets using Hilti’s ticketing system (Service-Now)
Analyze customer problems and formulate plans of resolution; utilize all technical resources to solve user problems
Perform routine software and/or hardware installations, updates, and upgrades following established documented policies and procedures
Test and pilot new IT technology for region
Knowledge and experience using and Active Directory
Competence in creating custom scripts leveraging PowerShell, VBScripts and C#
Use knowledge base, technical library, and on-line references to research, identify, and apply solutions to systems problems
Project management for IT topic
Process requests on the Hilti IT Service-Catalogue
Interface with Second Level Support team and vendors when the problem requires escalation
Find improvements in current first level support processes
Perform root cause analysis to minimize problems in the future
Experience in basic technology concepts such as network cabling, patching, testing (wired/wireless), network hardware and active components, internet connectivity, server, routing, switching (supporting higher level of the infrastructure is not within the scope of this role, however knowledge of these concepts is helpful)
Experience in troubleshooting Microsoft Operating System Environment, Microsoft Outlook, and Office 365 (Skype, SharePoint, and OneDrive)
Additional duties, as assigned
What do we offer?
We’ll give you everything you need to excel in your role, including ongoing training and lots of responsibility from the start. In return for your exceptional performance and consistent results, you’ll receive one-to-one career mentoring, as well as exciting opportunities domestically and internationally.
Why should you apply?
We have an excellent mix of people and some of our best account managers joined us with little or no construction experience. Success at Hilti is down to teamwork and ability, no matter what your background.
What you need is:
Associate’s Degree in Computer Science, CIS, MIS, or other technical discipline or equivalent experience, required
Bachelor’s Degree in Computer Science, CIS, or MIS strongly preferred
Solid IT infrastructure knowledge and strong IT affinity
Strong verbal communication skills and interpersonal skills required for providing support over the phone or in person
Hardware support for client computers (Software/hardware) of popular brands such as HP and Lenovo
Essential understanding and experience with client hardware deployment, operating system loads, drivers, and software installation
Proficiency and experience with IT project management, solution management, and vendor management
Bilingual (English/French), required
Normal office conditions with occasional site visits
Up to 10% domestic and international travel, required
Adverse Working Conditions:
Erratic temperature control (hot in summer, cold in winter)
Subject to heat, cold, noise, dust and other particles
Safety Equipment Required:
Must observe and abide by all safety regulations as required by Hilti, Occupational Safety and Health Administration (OSHA), and Canada Occupational Health and Safety Regulations (COSHR)
Must wear steel toe boots, safety glasses, safety vest, and other safety equipment as required when working in the warehouse and/or operating machinery
Must be able to lift up to 30 lbs.
Warehouse material handling equipment and truck loading / unloading
Must be able to tolerate a variable climate, prolonged standing, repetitive bending and reaching, and climbing up and down ladders
Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.