Job Details
**Technician, Customer Support**
Location Bridgewater, NJ Category Information Technology Posted Date: 12/15/2021 JOB DESCRIPTION **Let's Grow Together**
Our mission is to live our at your side promise and simplify and enrich the lives of our customers, employees, and communities. "At your side" is more than a slogan to us; its the purpose we do our best to fulfill every day. With a legacy spanning over a century, this is a great place to launch or expand any career and push the boundaries of what comes next. We're committed to achieving shared success, and we provide opportunities for you to develop through experience, exposure and education. Our people have always leveraged their unique perspectives to keep us on the right track for a lasting future. If you want to innovate, learn, and grow with a global leader that builds products, services, and a company people love, then well be at your side every step of the way.
The Technician, Customer Support provides first line IT Help Desk support. This position responds to Help Desk requests created using the online system and answer Help Desk telephone line. This position follows standardized troubleshooting processes, installs, and troubleshoots wireless devices. This position installs PC software and troubleshoots PCs/laptops, printers, and other related equipment. This position supports end users for both technical and network problems.**Duties and Responsibilities**
Customer Support Operations
* Answer Help Desk calls and tickets responding to user requests for assistance with PC related issues
* Utilize Help Desk Ticketing System to track and document ticket resolution
* Troubleshoot and resolve PC hardware and software problems
* Support wireless including, iPhone, tablets, and other various wireless devices
* Install and maintain PC hardware and software for local and remote employees, including inventory records
* Assist with the processing of any of the following forms or documentation: Office Equipment Authorization, Online Help Desk requests other documentation as required
* Support Audio Visual Equipment
* Monitor adherence to BIC standards for personal and laptop computers, and PC software
* Adhere to change management procedures as determined by IT management
* Assist Systems Administrators with projects on an as needed basis
* Perform basic telephone and voice mail installation and configuration
* Assist with protecting internal IT environment by supporting initiatives to mitigate risk on endpoints
* Ensure that all devices stay compliant with company policies
* Collaborate closely with Security and Infrastructure Operations teams to develop policies and procedures related to the implementation and support of the endpoint
Corporate Compliance Support
* Coordinate all Customer Support Operations duties required to support the IT organizations Security as well as JSOX initiatives
* Follow all procedures and produce supporting documentation as required
**Qualifications**
Education
Bachelor's Degree (or equivalent experience) in Computer Science, Information Systems, or related field
Experience
* Minimum 3 years of experience in IT technical support and/or Help Desk
* Minimum 1 year of experience with LanSweeper, WhatsUp Gold, StatSeeker, Qualys, and PC repair and maintenance
* Professional oral and written proficiency in English and Spanish required
Software/Technical Skills
* Knowledge of MS Active Directory, MS Office 365, MS Windows OS (Server and PC/Laptop
* Technical knowledge of PC and peripheral equipment. (Printers, MFC, faxes, iPads, and laptops)
* Knowledge of Wireless devices such as Android, and iPhone as well as wireless carriers
* Knowledge of Data Structures & algorithms, understanding of hardware, machine languages, and programming languages
* Knowledge of networking & security engineering practices
Other Skills/Knowledge/Abilities
* Ability to manage multiple tasks, projects, and deadlines
* Ability to measure risks and identify strategies based on a broad range of internal and external factors to make decisions resulting in the best business outcome
* Client-facing communication skills (written & verbal)
* Ability to think creatively and incorporate current technical solutions into outcome with end user in mind
* Ability to define, create, and document standardized procedures
*Subject to applicable law, if you are hired you will be required to undergo weekly COVID-19 testing. Individuals may, however, obtain an exemption from weekly testing by providing proof that they are fully vaccinated *. This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers.*
** Fully vaccinated means that you have received both shots of a two-dose vaccine or 1 shot of a 1 dose vaccine and it has been at least 2 weeks since the 2nd dose of a two-dose vaccine or after a one-dose vaccine.*
Brother International Corporation has earned its reputation as a premier provider of home office and business products, home appliances for the sewing and crafting enthusiast as well as industrial solutions that revolutionize the way we live and work. Brother International Corporation is a wholly-owned subsidiary of Brother Industries Ltd. With worldwide sales exceeding $6 billion, this global manufacturer was started more than 100 years ago. Bridgewater, New Jersey is the corporate headquarters for Brother in the Americas. It has fully integrated sales, marketing services, manufacturing, research and development capabilities located in the U.S. In addition to its headquarters, Brother has facilities in California, Illinois and Tennessee, as well as subsidiaries in Canada, Brazil, Chile, Argentina, Peru and Mexico. For more information, visit www.brother.com.
*Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application, a reasonable accommodation will be made upon request.*
Location Bartlett, TN Location Bridgewater, NJ Location Bridgewater, NJ Location Bartlett, TN How would you rate your experience popup