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An Amazing Career Opportunity for an IT Support Services Specialist!! 

Location: Prague, Czech Republic

Job ID: 18822

The IT Support Services Specialist is responsible for providing HID Global users with comprehensive first-tier support for the efficient resolution of end-user incidents, service requests, and problems. The IT Support Services Specialist will be an active and contributing member of the IT Support Services team and will report to the Support Services Manager EMEA & APAC.

Who are we? 

HID Global powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.

We are a high-tech software company headquartered in Austin, TX, with over 4,000 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 

As our IT Support Services Specialist, you’ll support HID’s success by: 

  • Interfacing with customers in person, over the phone, and on line to capture service needs. Accurately opening incidents and requests as needed.
  • Triaging all incoming IT incidents and requesting to insure proper categorization, priority, and assigns correct responsibility for service delivery.
  • Providing first-tier service delivery for the efficient resolution of IT end-user-related incidents, service requests, and problems; updates the service desk management tool accordingly
  • Resolving issues and requests utilizing excellent customer service skills, problem solving skills, and technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction
  • Providing technical support for business systems following troubleshooting guidelines and scripts.
  • Managing and triaging multiple incoming priorities effectively by understanding customer needs to identify potential problems and to escalate as needed.
  • Taking ownership of all customer interactions, utilizes appropriate follow-through, and logs all customer interactions. Interacts with other members of IT as needed to insure service delivery to customers. Provides timely feedback to internal customers via phone, email or other form of communication.
  • Coordinating user communication efforts for planned and unplanned outages.
  • Contributing to the knowledge base of self-help for customers. 

What we will love about your background: 

  • Ability to follow documented operational procedures and independently organize, coordinate, and complete job orders
  • Ability to plan, organize, prioritize and follow-up on tasks to complete work as scheduled and to meet deadlines
  • Ability to produce detailed documentation as necessary
  • Ability to read and interpret technical journals, specifications, international technical standards
  • Self-motivation and an eagerness to learn are equally important job requirements

Your Experience and Education include: 

  • 3+ years of experience providing support in a corporate networked environment
  • Technical knowledge of Windows operating systems, PC hardware technology, cell phones, tablets, Active Directory, Exchange mail services, MS Office, Mobile Device Management, Microsoft InTune, basic networking, VoIP and application-level ID administration
  • Training and/or experience with ITIL methodology
  • Experience with ServiceNow or other ITIL based tracking system, asset management, and remote access control software
  • Experience in problem solving and troubleshooting hardware and software issues is required 
  • Degree/Diploma in Computer related discipline
  • MSCE / MSCA Certifications would be beneficial
  • Microsoft 365 Certification would be beneficial

Who you are as a Team Member:

  • Exceptional communication skills, both written and verbal
  • Willingness to ‘roll up sleeves’ and dive deep into tactical work when necessary
  • Good interpersonal skills, willingness to learn and continue to grow professionally
  • Strong team player and ability to work well with others

Why apply?

  • Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.
  • Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
  • Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

HID is an Equal Opportunity/Affirmative Action Employer – Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation.

We make it easier for people to get where they want to go!

On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it. 

When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 52,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences. 

#LI-HIDGlobal

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Confirmed 18 hours ago. Posted 30+ days ago.

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