Sr. Tech Support Specialist

Location: 

Orlando, Florida, United States

CUES is the world's leading manufacturer of closed circuit television video (CCTV) inspection, rehabilitation, pipe profiling equipment and pipeline inspection/asset management software for sanitary and storm sewers, industrial process lines, and water lines. With our headquarters and manufacturing facility located in Orlando, FL, we dedicate over 70,000 square feet and over 400+ full time employees to serve and support our customers. Additional facilities with stocking warehouses and service personnel are located in southern and northern California, Georgia, Wisconsin, Oregon, and Ontario, Canada.

 

We offer excellent benefits:

  • Tuition Assistance Programs, Adoption Assistance Programs, Employee Assistance Programs
  • Nine paid holidays plus Christmas Week shutdown!
  • Eligible for 401k, Health, dental and vision, supplemental on 1st day.
  • Begin accruing vacation and sick time on 1st day.

 

Job Summary 

The Senior Desktop Services Engineer is a subject matter expert with desktop/laptop imaging processes, end user hardware/software as well as the management of the SPX desktop management tool. They also have a proven expertise in packaging and deploying software.  The Senior Engineer must be proactive, hands-on with technology, work well with virtual team members, and possess the ability to solve technical problems with limited assistance.  They will also help to develop, and implement desktop and video conferencing technology standards.

 

The Desktop Services Engineer provides the Desktop Support group with the tools and the support to ensure our customers digital experience is second to none.  They will continually review the current standards and processes to ensure we are keeping pace with the ever-changing landscape of desktop computing and video-conferencing.

 

PRINCIPLE DUTIES & RESPONSIBILITIES

  • Assist with maintenance and management of the SPX desktop management tool
  • Continue to discover/learn Nexthink to continue to improve the overall customer digital experience.
  • Maintain and manage software deployments. Included but not limited to packaging software, deploying software via the desktop management tool, ensuring software deployments are working as expected.
  • Maintain and manage the SPX Windows image standard as well making continuous improvements and upgrades.
  • Continually investigate better ways to image machines.  Focusing on efficiency and ease of use.
  • 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.
  • Monitors open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements.
  • Provides other support groups with the tools and support to ensure they are providing the highest levels of customer service.
  • Participates in the review of Service Delivery reports and metrics to make recommendations or initiate procedures to improve unsatisfactory results.
  • Utilize the knowledgebase to create and maintain a 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.
  • 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 Nexthink.
  • Possess strong working knowledge of packaging and deploying software via Ivanti's (LANDesk) management tool.
  • Proven expertise with desktop imaging technologies.
  • Proven expertise with software packaging
  • Working knowledge of Ivanti End Point Management suite/LANDesk Management Suite.
  • Working knowledge of Windows 10, 7, Active Directory
  • Excellent written and verbal communication skills
  • Strong organizational skills and the ability to prioritize effectively
  • Ability to present technology concepts to business audiences
  • Excellent written and verbal communication and time management skills
  • Level of attention, professionalism, and communications skills required to effectively support a global growing company.

 

EDUCATION & EXPERIENCE

  • 5-7 years of experience in a related position in a corporate environment

 

Required Education / Experience

  • 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
  • Nexthink

 

Required Competencies

  • Desktop Imaging
  • Software packaging
  • Adaptability
  • Customer Service
  • Managing Work
  • Strong Written and Oral Communication Skills

 

#LI-AK1

 

Thank you for your interest in our company. 

ABOUT SPX

SPX Corporation is a diversified, global supplier of infrastructure equipment with scalable growth platforms in heating, ventilation and air conditioning (HVAC), detection and measurement, and engineered solutions. With operations in 17 countries and approximately $1.4 billion in annual revenue, we offer a wide array of highly engineered products with strong brands.

SPX TOTAL REWARDS

At SPX Corporation, what’s in it for our employees transcends market-competitive compensation and benefits.  Our Total Rewards program also includes opportunities for employees’ personal development, career growth, and recognition. These programs focus on alignment and assessment of organizational, team, and individual efforts toward achieving business results. Our development and career growth programs empower our employees to enhance their skills, develop new competencies, and pursue career goals. SPX Corporation’s benefits package provides choices designed to help employees manage their well-being. Our compensation programs are performance-based to recognize and reward employees who work hard, display the values and leadership practices we embrace, and deliver exceptional results.

OUR VALUES

  • Integrity
  • Accountability
  • Excellence
  • Teamwork
  • Results

At SPX, our values are at the heart of everything we do. We use our values every day to help us make the right decisions. We embrace a common purpose and strive for improvement. We respect and value each other as individuals and recognize that only by working together, as a team, can we reach our full potential. We take responsibility for our actions, build strong relationships with each other and our customers, and always act ethically. Our values inspire us to achieve the high standards of quality, safety, and performance that our customers expect and deserve.

WORKING AT SPX

Our work environment is established on a work-life philosophy supported by policies, programs, and practices that help employees achieve success within and outside the workplace. We believe in creating an inclusive work environment where employees strive to realize their fullest potential.  We are an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, genetic information, age, disability, veteran status or any other legally protected basis.