Sr. Technical Support Specialist

ULC Technologies is a dynamic company growing at a fast pace. We are a leader in product development and engineering services for the natural gas, energy, industrial, and electric markets. We are committed to solving operations and maintenance problems while protecting the environment, reducing costs, increasing efficiency, and improving safety.

We’re a global company of thinkers, problem solvers, designers and makers.

We each play a unique role. Built on a legacy of innovation, ULC Technologies is committed to leading the utility robotics revolution and has been since our start in 2001. We foster an environment which encourages the exchange of ideas and inspires change by challenging traditional thought and approaches to problem-solving. Though we are constantly evolving to meet the complex demands of our industry, we remain dedicated to creating an impact, locally and globally, through meaningful work. We are proud of how our technology helps utilities minimize their impact on the environment and the public while lowering operating costs.

We develop new technologies today, so we can change tomorrow.

Join ULC and be at the forefront of change!

Job Summary 

The Senior Technical Support Specialist is responsible for delivering IT services to end users in accordance with service level targets for incidents and request fulfillment for their respective geographical zone. The Senior Technical Support Specialist provides excellent customer service skills to all end users with the goal to resolve incidents and service request at first contact.

The Senior Technical Support Specialist is a subject matter expert in the support of end user hardware, software, peripherals, copiers, scanners, video conferencing, desk phones, including, but not limited to mobile devices. The Senior Technical Support Specialist has proven experience coaching, developing, and mentoring Technical Support Specialists, which helps the Service Delivery Manager build a cohesive team.

Principle Duties and Responsibilities

• Manages the lifecycle (ticket generation to closure) of all incidents and service requests for their affected end users, which includes, but is not limited to the assessment of impact and urgency, accurate description, contact information, assignment to the appropriate resolver group, resolution code, and verification with the end user that ticket may be closed.
• Resolves incidents and fulfills service requests (phone, e-mail, walk-up, self-service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service.
• Provisions and maintains all end-user computing equipment, such as desktop/laptop hardware, software, mobile devices and peripherals in accordance with IT operations policy and procedures.
• Provides instruction and feedback in the observation of other Technical Support Specialists to help develop skills, improve communication, and create a learning environment.
• Assists in the training of end users on desktop productivity software and other applications in accordance with IT operations policy and procedures.
• Escalates incidents to the appropriate IT operations resources in accordance with established procedure.
• Monitors open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements.
• Provides set-up, support, and verification of multi-media functionality for conference calls and auditorium (large meetings) business unit presentations.
• Provides level 1 and 2 services for local area network and telecommunication device in accordance with IT operations policy and procedures.
• Communicates prompt and accurate status of assigned incidents, requests, and project work to IT operations management in accordance with procedure.
• Participates in the review of Service Delivery reports and metrics to make recommendations or initiate procedures to improve unsatisfactory results.
• Utilizes the company service desk system to log, and close user incidents and requests.
• Creates and maintains document repository of fixes, installation procedures, technical tips, and other office technology processes
• Identifies, researches, and assists with implementation of new technologies in accordance with IT operations policy and procedures.
• Tracks and manages IT assets (logical and physical) in accordance with IT operations policy and procedures.
• Maintains inventory and orders end user hardware, software, services, and peripherals in accordance purchasing policies.
• Follows company policy with regard to internal controls as well as complies with SPX policies to ensure that the employee and the company act legally and with the highest standards of ethics and integrity.
• This position will work to support the SPX IT Security Policies.
• All duties as directed or modified.

Knowledge, Skills & Abilities

• Strong subject matter expertise with current windows-based desktop, hardware, software, networking and peripherals including, but not limited to, Microsoft products, desktops, laptops, VPN, printers, fax machines, video conferencing, telecommunications devices including mobile devices, local area & wireless networks, etc.
• Strong subject matter expertise with desktop toolset including, but not limited to LANDesk, Quest (ARS), Service Desk, etc.
• Strong IT end user troubleshooting / diagnostic skills.
• Take-charge individual with lots of energy.
• Excellent customer service skills and customer focus.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Must be highly self-motivated, self-directed, exhibit strong initiative and be attentive to detail.
• Excellent verbal and written communication skills with the ability to present ideas in both business-friendly and user-friendly language.
• Flexibility and adaptability to changing requirements dictated by business and IT requirements.

Required Education / Experience

• 5-7 years of experience in a related position in a corporate environment
• Bachelor Degree in IT or business related field or the recognized equivalent in work experience or self-study
• Experience with Desktop, LAN and telecommunications devices including mobile devices

Preferred Education / Experience

• Prior experience supporting executives and/or working in a professional environment
• Microsoft, A+, Cisco (Certifications)
• ITIL

• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer and peripherals

Working Conditions

• Occasional evening and weekend work to meet deadlines and provide required after-hours support
• Occasional travel to assist in providing technical support services in other SPX locations as needed, training, etc.
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer and peripherals
• Able to participate in training sessions, presentations, and meetings

We recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. As required by law in this state, the salary range for this position is $80,000 - $136,000 and represents our good faith estimate as to what our ideal candidates are likely to expect.   We tailor our offers within the range based on organizational needs, internal equity, market data, geographic zone, and the selected candidate’s experience, education, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the selection process.  At SPX, it is not common for individuals to be hired at the higher end of the range, and compensation decisions depend on a variety of factors.  This position is eligible to participate in a discretionary bonus, subject to the rules governing the plan.  SPX offers a variety of benefits, including health benefits, 401K retirement with a company match, and flexible time off.   More information about our benefits can be found on the “Rewards and Benefits” section of our career page.

Thank you for your interest in our company.