Techtronic Industries North America, Inc. Technical Support - 3rd Shift in Olive Branch, Mississippi

Technical Support - 3rd Shift

Candidate will provide world class IT support for Milwaukee Tool. Candidate must demonstrate keen business acumen as well as possess a high level of emotional intelligence and have a passion for support.

Duties and Responsibilities

  • Provide world class incident management at the tier one and two levels
  • Serve as the escalation point for Tier 1 Support (I.E. IT Service Desk) when onsite assistance is required.
  • Must be able to work under pressure to ensure tactical and strategic initiatives are accomplished in a timely manner.
  • Based on aligned business priorities, focus on continuous improvement and provide world class customer service and support.
  • Perform basic Active Directory functions including account creation, group modification, password resets.
  • Comply with established change management procedures and work collaboratively with the IT team to ensure a robust, stable computing environment
  • Understanding of and ability to support Apple iOS, Windows 7 & 10 and Microsoft Server 2008 and 2012.
  • PC Deployment/Imaging
  • Work closely with Wisconsin and Mississippi teams to create and develop KB articles and SOP's.
  • Ability to travel to other Milwaukee Tool locations on occasion.
  • Manage local vendor relationships for network, telecommunications, and AV support.
  • Log all support actives in ITSM system.
  • Work with Systems or Client Engineering in order to proactively make technology recommendations and changes based on data-driven analysis.
  • Foundational knowledge of manufacturing, distribution, and business operations.
  • Other duties as assigned

Education and Experience Requirements

  • Outstanding written and verbal communication and documentation skills, with service-oriented mindset
  • Demonstrated ability to multi-task and manage competing priorities
  • A passion for customer service
  • Microsoft Certifications are preferred but not required
  • Minimum of three years of professional experience

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled