Required Skills and Qualifications:
• Mandatory Service Desk or Technical Support role with 5-10 years of experience
• Experience in L1 event monitoring
• Experience in ITIL and ITSM processes - best practices as prescribed by ITIL
• Familiarity with common software applications and troubleshooting techniques.
• Support experience in End User Services - Intune + Patching & Soft. Distribution O365 Collaboration Engineering; Application packaging; D365 Support
• Support experience in Engineering Applications (pi-Digital, PLM Support, CAD); MSFT power apps support, Azure Cloud Ops support
• Manufacturing domain knowledge
Other skills:
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and attention to detail.
• Customer-oriented mindset with a focus on delivering high-quality support.
• Communication: This includes both verbal and non-verbal communication, active listening, and clear articulation of ideas.
• Empathy: Understanding and sharing the feelings of others, which builds rapport and fosters trust.
• Emotional Intelligence: Recognizing and managing your own emotions, as well as understanding the emotions of others.
• Conflict Resolution: Effectively handling disagreements and finding solutions that work for everyone involved.
• Negotiation: Collaboratively reaching agreements and compromises with others.
• Teamwork: Working effectively with others towards a common goal, including sharing ideas and supporting each other.
• Leadership: Inspiring and motivating others, and guiding them towards achieving goals.
• Flexibility and Adaptability: Adjusting to different situations and people, and being willing to compromise.
• Patience: Remaining calm and understanding in challenging situations, especially when dealing with difficult personalities.
• Responsibility and Dependability: Being reliable and trustworthy in fulfilling commitments.
Mandatory Qualifications:
• Experience with IT service management (ITSM)- Jira Service Management tool
Nice to have
• Relevant certifications such as ITIL-3 or ITIL-4 Foundation.
Education:
• Bachelor's degree in Information Technology, Computer Science, or a related field.
