Senior GSS Level 3 Technician

6 days ago

Bengaluru, India Nordson Corporation Full time

Job Summary

The Senior GSS(Global Support Services) Level 3 Technician will be responsible for providing various IT support functions and will be the primary source of IT support for their located local facility as well.


Job Scope

Be responsible for providing various IT support functions, for example, set up new PC’s, resolve support desk tickets, participate GSS projects, etc.

Support Service Lines and Plan Build to complete I&O projects.

Support Service Desk team as needed.

Contribute to knowledge articles properly.

Contribute or own certain technologies and/or processes.

  • Contribute to Operation Excellence.
  • Support/Manage local site IT/IS systems/tools, etc.


Essential Job Duties and Responsibilities

  • Provide onsite IT support, own IT Incidents / Requests escalated from Service Desk related to hardware, software, telephony, mobile devices, network, applications, cyber security, etc.
  • Escalate Incidents to the appropriate technical teams for resolution as needed; create Problem records when individual Incidents rise to a recurring or systemic level.
  • ServiceNow ticket system management responsibilities for local or region offices - monitor SLA/MTTR/ticket updates, participate in SN Upgrades etc.
  • Manage Client IT assets including PCs, Printers, Thin Clients, etc.
  • Partner with Service Desk to continuously improve support processes. Includes knowledge transfer, documentation and training to expand the breadth of items that are effectively resolved by the Service Desk.
  • Provide support for employee onboarding, job change, offboarding etc., including IT equipment setup and delivery, collection, etc. Coordinate onboarding and training of new hires, as well as Terminations tasks.
  • Manage the creation and updating of GSS documentation, contribute to IT support process improvements.
  • Create partnership with local users through exceptional customer service and courteous, prompt and accurate communication.Use soft skills to address customer concerns and resolve complainants without need for escalation.
  • SME of process/tools - e.g. IT Infrastructure- Server, Network…; Client tools: Time Clocks, Printers, PC Imaging, O365; SharePoint, Team tools, asset management and/or ordering, etc.
  • Assists with coordinating and managing small projects assigned to GSS. Support and engage in I&O Service Line/Plan Build team tasks/projects.
  • Participant GSS projects as needed.
  • Potential travel to sites as needed in the country/region.


Education and Experience Requirements

Education

Associate’s degree in IT/computer science or a combination of related education and experience.


Experience

5-8 years of direct end user support experience and technology, including Microsoft Windows, PC OS/Hardware/Software, O365, LAN/Wi-Fi Networks, AD, mobile devices, phone system, printing, cyber security and remote user support.


Customer Interface

  • Articulate clearly and professionally through verbal and written communication displaying technical knowledge at an expert level.
  • Provide the single point of contact for communications with the end-user.
  • Ability to deal with sensitive and or difficult situations.
  • Able to communicate to mass group of customers properly.


Performance Expectations

  • Meet or exceed service level agreements when dealing with incident(tasks), change, projects and problem management.
  • Own/Contribute to Technology/Process/Operation management.
  • Contribute to Team management.


Expected behaviors

  • Key Nordson values include Integrity, Respect for People, Custom Passion, Energy, and Excellence. Key Competencies at this position include Learning Ability, Work Commitment/ Personal Responsibility, Communication, Problem-Solving.
  • Is familiar with the Nordson organization and the IT tools to support it.
  • Is looking proactively for opportunities to improve themselves.
  • Steps up and takes responsibilities. Takes full ownership of tasks assigned to them. Tries to solve problems on their own but knows when to reach out for support. Volunteers for difficult tasks. Does not limit themselves to their comfort zone.
  • Expert level of direct end user support experience and technology, including Microsoft Windows, PC OS/Hardware/Software, O365, LAN/WiFi Networks, AD, mobile devices, phone system, printing and remote user support.
  • Able to manage certain technology, processes.
  • Good time management and able to meet deadlines.
  • Good documentation skills.


Other Requirements

  • Ability to work non-standard hours, weekends, and on-call as necessary.
  • Regional travel to support sites
  • Well organized with the ability to multi-task and work with minimal supervision.
  • Understanding of scripting technologies such as Office macros, PowerShell, Windows Scripting Host.
  • Basic understanding of business systems ERP systems like SAP functionality.


Travel Required

Minimal travel to support local country sites，estimated 5%

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