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Rep-IT Customer Support - Corporate

Founded in 1932 and headquartered in Valley City, Ohio, MTD Products Inc is a global leader in outdoor power equipment with manufacturing facilities, offices and distribution around the world. MTD s engineering expertise and state-of-the-art facilities are known for innovation and award-winning mowers, snow throwers, trimmers, chain saws, utility vehicles and hand tools for both residential and professional lawn and landscape markets. MTD s family of brands includes Cub Cadet , Troy-Bilt and Remington , as well as Robomow , Yard Machines , Rover , and WOLF-Garten .

Purpose:

The Service Desk team provides global support to MTD employees. The Service Desk performs troubleshooting/triage in areas such as laptop/desktop hardware issues, AD users and computers administration, network printers, ethernet and Wi-Fi connections. Additionally, the Service Desk supports basic troubleshooting of Microsoft Office and Microsoft Office 365 products, Internet Explorer, AS400/I-Series account maintenance, Skype and end-user VOIP hardware, MS-Exchange, MS SCCM client, along with other internal systems. A PC Technician II primary responsibility is incident/request resolution. Employee incidents and requests are submitted via a phone call, in-person or the self-service portal.

As a Rep-IT Customer Support on the MTD Service Desk team, responsibilities will include support for 1st Tier and 2nd Tier support for MTD s employees and contractors, mainly via phone and remote support methods. Other responsibilities may include support for Executives/VIP s and responsibilities for hardware deployment s and the EOL process. Skills needed with Windows 7 and Windows 10 client desktop are a must and a desire to expand your knowledge into more advanced areas of the desktop, software applications and supporting Microsoft technologies and infrastructure.

Essential Duties:

The candidate that fills this role must have excellent skills in customer service, remote troubleshooting, and documentation. A PC Technician II is expected to resolve most issues with First Contact Resolution which can take place via telephone support, live chat session, and/or remote assistance.

The ability needed is to comfortably walk users through basic and intermediate Windows steps, both operational and troubleshooting, without needing to see an end-users screen. An excellent understanding of the underlying functions of Windows 7 and Windows 10, such as but not limited to knowing the difference between apps/processes/and services, troubleshooting TCP/IP, a firm understanding of network shares and folder securities, domain controllers & replication, and utilizing the MMC when needed. If unable to resolve an issue, ability to clearly communicate this to the end-user in a timely fashion and document your work for escalation.

Other job duties and key traits required for this position:

  • Experience supporting conference room, teleconference phones, projectors and wireless presentation technology
  • Experience providing Executive level support
  • Experience in Life Cycle Management with imaging, scheduling, purchasing, deploying and decommissioning units.
  • Ability to multi-task and prioritize issues and project tasks
  • Self-directed and strong communicator with ability to drive incident resolution
  • Ability to think beyond the basic issue or request as submitted to determine/resolve root cause
  • Strong documentation skills, both written and screenshots (SnagIt and/or Problem Steps Recorder).

Specialized Knowledge/Skills:

  • 6 years proven experience in supporting Windows clients on a network utilizing domain controllers
  • 3 years experience working on a multi-person support team using an established ticket tracking system
  • 3 years supporting MS Exchange Server: Permissions, Dynamic DGs, Resource Mailboxes, Exports
  • 1 year supporting Life Cycle Management
  • Understanding IT infrastructure philosophies dealing with Incident/Request, Problem Mgmt, Change Control

Experience/Educational Requirements:

  • 5+ years supporting Windows clients connected to a Microsoft domain
  • Experience interfacing with midrange systems such as IBM AS/400, I-Series systems
  • Understanding the basics of Cisco VPN architecture (AnyConnect, AD authentication, ACLs)
  • Understanding the basics of SCCM client functionality, server reports, software & image deployment
  • Understanding the basics of MS SharePoint
  • MS MCSA certification (ex: 680, 685, 686 tests) a plus
  • ITIL Certified or an understanding of ITIL philosophies a plus
  • Agile or LSS certifications a plus

Work Environment:

This position will be based out of Valley City, Ohio and will report to the IT Service Desk Manager in the same office. Ability to sit or stand for extended period is required. Also, the ability to lift 40 lbs. maybe required.

Scheduled hours:

  • Scheduled hours are Monday Friday and can be between 4:00am 6:00pm.
  • A 24x7 on-call rotation exists for Executive and Service Desk support

Travel:

  • Travel to other locations of MTD may be requested

MTD seeks to passionately create, build and deliver great products and services that consumers all over the world enjoy using to improve and beautify lawns and gardens. To learn more, please visit www. mtdproducts. com.

MTD offers a competitive salary and benefit package that includes 401k, Defined Contribution Plan, Health and Dental Insurance, Vision Insurance, Tuition Reimbursement, paid vacation, paid holidays.

MTD is an equal opportunity employer M/F/D/V.



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