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  Job Details

Technical Support Specialist

We are currently recruiting for a Technical Support Specialist based at our Hinckley site, with occasional travel to our Lutterworth site when required. The successful candidate will be a great problem solver with solid communication skills and the ability to handle multiple tasks in a highly demanding environment. 

 

 

About the Role

 

 

How you will contribute

 

Project Support:

  • Improve existing systems and processes by reviewing objectives and specifications, evaluating proposed changes; recommending changes and making modifications.
  • Provide support for new site launches by coordinating project tasks assigned. Travel to facilities to support on site activities using the documented processes provided.
  • Provide onsite support for server / network refreshes for both local and satellite sites.
  • Support other projects as required.

 

Site Support:

  • Carry out work and implement standards as established by the System & Network Engineering Teams, with regards to planning and supporting the sites with Desktop, WAN, LAN, Servers, and Disaster Recovery.
  • Provide second level diagnostic support to the System & Network Engineering Teams and the Service Desk in supporting the sites as it relates to; Desktops, WAN, LAN, and Servers.
  • Provide Global Support within the designated Subject matter that has been assigned for the wider TSS/OSC groups.

 

On-Call Support:

  • Participate in the global support on-call rota to support the multiple geographic syncreon sites.
  • Be available during on-call support. Answer the telephone and be ready to connect to the syncreon network within 10 minutes of notification.
  • Proactively watch emails for alert notifications from the service desk and resolve or escalate these as required within working hours.
  • Provide change management support during the weekend when on-call.

 

Documentation:

  • Capture site specific network, server, and end device documentation.
  • Create / update work instructions for new tasks or as the steps for existing tasks are modified.
  • Ensure all documentation is in the correct format.
  • Prepare reference for users by writing operating instructions.
  • Ensure all documentation is stored in the location identified by the TSS Team Lead.

 

syncreon Processes and Policies:

  • Actively participate, enforce, and follow syncreon’s Change, Incident, and Problem management processes.
  • Escalate, where required, to the Service Desk following the predefined escalation procedure.
  • Adhere to syncreon’s security processes proactively, identifying security issues and escalating these to the TSS team lead or appropriate manager.
  • Adhere to syncreon’s purchasing processes ensuring that all IT equipment is properly tracked throughout the hardware lifecycle.

 

Continuous Learning:

  • Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks and participating in professional societies.
  • Conform to the processes and requirements of the synchronized management system.
  • Achieve effectiveness of the synchronized management system by following the Quality Policy and meeting Company objectives.

 

Role Requirements:

  • Ensure that site documentation is properly updated at the time that changes are made to syncreon’s systems.
  • Ensure that you are available and ready to respond to support requests during the on-call rotation.
  • During launches, ensure that all hardware is configured in accordance with syncreon’s standards and that it is deployed per the launch plan schedule.
  • Ensure that all hardware is properly entered into the CMDB, tagging it with property tags as required.
  • Keep management informed of violations of syncreon’s policies.
  • Proactively monitor the ticket queue, picking up tickets and resolving these in accordance with syncreon’s standing support SLAs. Inform the TSS Team Lead of tickets assigned to the queue which cannot be resolved by TSS team members.
  • Successfully identify root causes of end device, server and network. Communicate this to other IT resources.
  • Work within a very demanding environment and handle any pressure in a positive manner.

 

 

Key Skills, Knowledge & Qualifications

 

  • A bachelor's Degree in computer science, or a combination of equivalent professional training and certifications.
  • A minimum of 3 years related work experience in a position(s) with increasing responsibility and supervisory duties.
  • A solid attention to detail and the ability to create & document processes and procedures.
  • Excellent verbal and written communication skills with the ability to communicate confidently with all levels of the business and with external audit contacts.
  • The ability to maintain a high degree of confidentiality.
  • Excellent organisational skills.
  • A strong understanding and working knowledge of desktop hardware, operating systems and software.
  • A good understanding of server hardware and operating systems.
  • A good understanding of network systems and protocols.
  • Fluency in the English language, both written and verbal.
  • Excellent time management skills.

 

 

At syncreon we are fully committed to the health and safety of our employees. We have full prevention and mitigation processes in place, including cleaning and sanitisation practices, as well as screenings, masks and social distancing measures. syncreon complies with national, state and local orders and aligns with the guidelines.

 


 

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Compensation

syncreon offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally; stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.

 

About syncreon

syncreon delivers tailored, progressive and scalable solutions to premier global automotive and technology brands, such as Jaguar Land Rover, Harley Davidson, BMW, Dell, Xerox and Canon. We supply 3PL and 4PL solutions that adapt as quickly as industry and the marketplace evolve. For over 60 years syncreon has provided unique and innovative expertise in providing highly integrated, warehousing management, inbound to manufacturing, reverse and repair, export packing, aftermarket services, fulfilment services and transport. Today we have 14,000+ employees working in 100+ locations worldwide who enjoy our supportive culture, dedication to work-life balance, people development and superb career opportunities. For more information, visit www.syncreon.com

 

Note
Candidates chosen to move forward within the Recruitment Process, may be required to undergo an assessment and/or submit further background information. Any offers of employment may be conditional on completion of required checks and provision of relevant documentation, in accordance with the applicable local legislation.
 


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