Onsite IT Technical Support Specialist

Building the people that build the world.

With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world.  Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development.  We’re a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world.

As part of Engineered Air Movement, Cincinnati Fan is a leading manufacturer of industrial fans and blowers for OEMs and industrial applications   With its high attention to detail for products that are durable, energy efficient, and unparalleled in performance, companies rely on Cincinnati Fan to provide comfort and mission critical and industrial cooling solutions.

How you will make an Impact (Job Summary)

SPX is a diverse team of unique individuals who all make an impact. As the IT Technical Support Specialist, you will be responsible for delivering comprehensive IT services to end users, ensuring efficient resolution of incidents and service requests, and providing exceptional customer service. You will be hands on with technology, supporting customers in person and virtually. Having the ability to solve technical problems with minimal assistance, you will play a vital role in ensuring the smooth operation of SPX’s IT systems for our Engineered Air Movement Mason, Ohio location. The successful Technical Support Specialist possesses strong technical background within IT and expertise in the support of end user hardware, software, and peripherals. The position will be onsite, 5 days a week.

What you can expect in this role (Job Responsibilities)

While each day brings new opportunities at SPX, your core responsibilities will be:

Incident Management and Service Fulfillment:

• Manage life cycle (ticket generation to closure) of assigned incidents and service requests, including assessing impact and urgency, assigning to proper group, and ensuring timely resolution and minimal downtime. Primary support to Engineered Air Movement factory with additional assignments as needed for other SPX divisions.
• Document and maintain accurate records of incidents, service requests, and solutions within the ticketing system.
• Escalate incidents to appropriate IT resources in accordance with established procedures.
• Provide frontline technical support to end users, both remotely and in-person, by diagnosing and resolving hardware, software, and network related issues.
• Support ancillary systems such as desk phones, key fob system, and surveillance cameras.
• Onsite support for factory floor equipment including but not limited to laser cutter communications, label printers, and dog tag machines.
• Provision and maintain factory tablets to users in accordance with IT policy and procedures.
• Track and manage IT assets in accordance with IT procedures.
• Identify, research, and assist in implementation of new technologies.

Technical Support: 

• Provide frontline technical support to end users, both remotely and in-person, by diagnosing and resolving hardware, software, and network related issues.
• Support ancillary systems such as desk phones, key fob system, and surveillance cameras.
• Onsite support for factory floor equipment including but not limited to laser cutter communications, label printers, and dog tag machines.
• Provision and maintain factory tablets to users in accordance with IT policy and procedures.
• Track and manage IT assets in accordance with IT procedures.
• Identify, research, and assist in implementation of new technologies.

Customer Support: 

• Deliver excellent customer service, building rapport with end users.
• Provide clear and concise instructions and explanations.
• Communicate and collaborate with internal teams and vendors to escalate and resolve complex technical issues.
• Support sales reps and internal users with site specific applications and scenarios.

Continuous Improvement: 

• Contribute to the continuous improvement of IT infrastructure and processes by providing feedback and recommending solutions.
• Assist in the development and/or implementation of IT policies, procedures, and best practices.
• Stay up to date with emerging technologies and industry trends, actively seeking opportunities for development and knowledge enhancement.
• Participate in other projects as assigned that relate to the overall goals of the department and organization.

What we are looking for (Experience, Knowledge, Skills, Abilities, Education)

We each bring something to the table, and we are looking for someone who has:

Required Experience

• At least 2 years of IT technical support experience in a corporate environment

Preferred Experience, Knowledge, Skills, and Abilities 

• 4 years of IT technical support experience in a corporate environment preferred
• Proven experience in providing technical support to end users
• Strong knowledge of hardware, software, peripherals, copiers, printers, scanners, and mobile devices
• Proficiency troubleshooting and resolving technical problems
• Prior experience supporting corporate executives
• Familiarity with networking concepts, protocols, and configurations
• Experience with Desktop, LAN, and telecommunications devices
• Knowledge of ITIL (IT Infrastructure Library) principles and practices
• Excellent customer service and verbal and written communication skills, with the ability to effectively explain technical concepts to non-technical users
• Detail oriented with strong analytical and problem solving skills
• Self-directed, exhibiting strong initiative, and the ability to prioritize and execute multiple priorities in a fast paced and changing environment.
• Support onsite production day shift and office schedules working hours.
• Flexible to provide on-call support, outside of normal working hours, as needed.

Education & Certifications

• Associate degree in Information Technology, Computer Science, business, or another related field preferred
• Certifications such as CompTIA A+, Microsoft Certified Solutions Associate (MCSA)

Travel & Working Environment

• Onsite
• Travel negligible

How we live our culture

Our culture is at the center of what we do and, more importantly, who we are.  Our core values set a standard for how we manage ourselves, and our Leadership Model sets the standard for how we engage with each other.  Whether you are an individual contributor or you lead a large team, each of us leads at SPX.  

What benefits do we offer?

We know that the well-being of our employees is integral. Our benefits include:

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
• Competitive health insurance plans and 401(k) match, with benefits starting day one
• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs  

Our commitment to embrace diversity to build a culture of inclusion at SPX

We value different backgrounds, experiences, and voices at SPX, and we are committed to challenging ourselves, openly communicating, and striving to improve every day.  We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential. 

SPX is an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other legally protected basis.