Client Services Support Specialist

We're hiring a Client Services Support Specialist that is part of the Global Client Service Support Team, reporting to the Service Desk Manager. The Specialist will work closely with IT management and Network Engineering to help resolve issues and problems reported by Global's end user community. You will be responsible for the timely resolution of end user issues, the escalation of issues and requests when necessary, reporting issues that require additional levels of expertise. In this role you will be updating or creating knowledge base content as you resolve problems and issues. This role requires regular interaction with IT Solutions Architects and management to resolve technology issues and/or improve IT services.

This position is based out of Waltham, MA. We offer a flexible work environment. This means working up to 2 days a week remotely and the rest of the time in the office.

For over 75 years Global Partners has been delivering the energy, products, and services that make life better. This longevity and success begin and ends with people.  We create career paths and provide development programs for all roles in the organization.  We've also successfully developed community integrated convenience stores where we are transforming the customer experience and rethinking what it means to lead as an adaptive energy distribution company. This is a source of pride and frankly we don't plan on stopping. With our recent game changers such as PaybyCar Contactless Payment and Renewable Diesel Fuel, we are looking to continue responsible and innovative growth. From design, supply, and tech we're looking for people to contribute to our company's direction. Global Partners is a great opportunity for those looking to develop their career with a longstanding company motivated by what's next.

The Types of "Energy" You Bring

• You have a professional attitude and seek to always provide excellent customer service

• You have a desire to learn new technologies and actively participate in the introduction and improvement of information technology.

• You are comfortable speaking one on one with all levels of the organization.

• You have excellent problem-solving skills and ability to apply technical knowledge

• You have a strong work ethic and are a team player; you assist other technical support specialists when needed.

"Gauges" of Responsibility

• Setup and maintenance of desktop and laptop computers, printers, mobile devices, and other equipment.

• Assisting in the onboarding and offboarding process of employees

• Providing proactive support and training to the user community.

• Proactively identify and recommend enhancements to the overall IT infrastructure.

• Monitoring of the technical infrastructure using Global's Network Monitoring Platform.

• Assisting end users with installation, configuration and troubleshooting of hardware and software to ensure continued usability of equipment and software.

• Providing desk side or remote assistance to end users in the use of existing and new technologies, hardware, and software.

• Contributing knowledge and updated information into Global's IT Knowledge Base.

• Additional hours may be required for problem management and special projects.

• Participation in Global's "off-hours" coverage rotation

• Tracking open issues using Global's ticketing system.

• Occasional travel to remote sites

"Fuel" for You

• Coins! We offer competitive salaries and opportunities for growth. We mean it! We have an amazing Talent Development Team who create trainings for growth and job development.

• Health + Wellness

• Medical, Dental, Visions and Life Insurance. Along with additional wellness support.

• The Road Ahead

• We offer 401k and a match component!

• Professional Development

• We provide tuition reimbursement; this benefit is offered after 6 months of service.

• Give Back! We believe in community support. We know everyone gives in their own way, that's why we offer paid volunteer time-off to you to help an organization of your choice.

The GPS of our Interview Process

• First thing first, if you're interested in the role, please apply.

• A talent acquisition team member will review your resume in partnership with the hiring manager. If your experience would lend to this opportunity a recruiter will contact you.

• We conduct "in-person" (ZOOM) interviews and provide additional interview information or other items needed at that time.

QUALIFICATIONS

TECHNICAL SKILLS:

• Strong working knowledge of Windows 10, Windows Server 2012, 2016, 2019 and MS Office.

• Minimum 2-3 years as a Tier I Technical Support Specialist

• A basic understanding of Microsoft Active Directory, DNS, DHCP and IP Networking.

• Capable of building user workstations and/or laptops.

• Strong working knowledge of HP Laptops, Desktops and Printers

• Ability to effectively support remote users via phone, email, and desktop remote control software.

• Have a strong working knowledge of the Apple ecosystem and able to troubleshoot Mobile Device Issues (iPhones, iPads)

• Basic phone PBX skills.

Desired Technical Skills include:

• Microsoft Networking: Printer management, File Share management, Active Directory, Microsoft IIS, Internet Explorer, DHCP and DNS.

• Basic IP networking skills.

• Basic WLAN Wireless.

• LAN printer setup, configuration, and troubleshooting.

• Voice and electronic faxing.

NON-TECHNICAL SKILLS:

• The ability to work independently or in a group setting.

• Ability to find technology workarounds to issues that cannot be resolved in a timely fashion.

• A strong customer service focus and attitude.

• Good organizational skills.

• Good verbal and written communications skills.

• Proficient documentation skills in MS Visio, MS Word, and MS Excel.

• Desire to be challenged.

Education Requirement

• High School diploma/GED required

• Bachelor's degree in Computer Science desired

Research shows that many, especially women and marginalized people, are hesitant to apply for job if they don't check every box. If you are excited about this position, and think you could have an impact here, please apply anyway, even if you don't meet every point on the job description. We'd love to hear from you.

Global Partners LP is an equal opportunity employer. We foster a company culture where ideas from all people help us grow, move and thrive. We embrace the diversity of all applicants and do not discriminate against race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability, protected veteran status or any other basis prohibited by federal, state or local law. If you have a disability and need an accommodation to apply, please contact our recruiting department at 781-891-4000.