We are looking for a highly motivated IT Support Specialist to join our Americas Information Technology (IT) team & the Global ServiceDesk team. The position will be based out of Columbia, MD and will deliver Level 1 support for Rohde & Schwarz users worldwide. This position offers a fantastic growth and learning opportunity to be part of a dynamic and growing global team that supports Rohde & Schwarz user community worldwide.
Your tasks
- Serving as primary end user support for all offices across the US and Canada.
- Providing technical support to employees by responding to Trouble Tickets, emails, chats, and phone calls relating to hardware/software issues.
- Performing software/hardware installations, configuration changes and upgrades.
- Installing and configuring new workstations as per corporate global standards.
- Troubleshooting user problems in Windows, MS Office, MS 365, MS Teams, SharePoint and other applications.
- Troubleshooting user problems with iPhone hardware, IOS, MDM, MS 365 and other apps.
- Providing support for onsite and remote users.
- Assigning tickets to relevant support queues and ensuring timely resolution of incidents and requests from regional users
- Maintaining an up-to-date inventory of hardware and software for corporate office and satellite offices.
- Interface with vendors for problem solution and warranty.
- Working off-hours occasionally as work demands.
Your qualifications
- Technical degree in Engineering / Computer Science /Information Systems or equivalent work experience.
- Experience in working with desktops, laptops, & iOS devices and resolving user-related issues.
- Experience with troubleshooting Microsoft Networking and Windows OS, MAC OS, MS Office, MS 365, MS Teams, SharePoint, Anti-Virus, e-mail and Internet Browsers.
- Experience working on a ticketing system on Incident and Request modules (preferably ServiceNow).
- Strong customer service and interpersonal skills.
- Excellent presentation/communication skills - both written and spoken.
- Full proficiency in English.
- A+ or MCP certification will be preferred.
- 2+ years' experience demonstrating technical expertise.
- Experience working as part of an IT Service Desk team supporting global locations or multiple locations in the USA.
- Demonstrated experience supporting and fostering customer relationships and support escalation.
- To be considered, candidates must have US citizenship or permanent work authorization.
