Job ID: 166708
Oldcastle Infrastructure, a CRH company, is the leading manufacturer of precast concrete, polymer concrete, and plastic products in the United States. Our products range from utility vaults, reinforced concrete pipe, catch basins, drainage and septic tanks, to retaining walls, storm shelters, wall panels, concrete barriers, a variety of prestressed concrete products and more. With more than 80 locations nationwide and 3,000 plus employees, Oldcastle Infrastructure is committed to upholding core values of reliability, quality, and service in cutting edge ways.
If you're an experienced Customer Support Expert that sees beyond the "ticket", we're in the market for YOU. We are looking beyond the buzz words for truly dedicated IT professionals that will seek every opportunity to provide the tools and support to our customers that will enable them to improve THE customer experience.
As a Field Support Specialist, you will be the first line of contact with our internal customers and responsible for all aspects of IT support for your primary region of responsibility. We need an individual who is passionate about assisting our users and driven to resolve issues that will encourage them to contact us. Someone who can apply the same care and urgency we use in making our products toward helping people get the most from them.
For each location and every user in your primary region of responsibility you will monitor the request queue and maintain the local IT resources such as server, personal computing hardware, operating system, application software, and all specialized hardware for use in the Manufacturing and Distribution shop floor environments. Our FSS's will interact with users of all abilities and solve IT problems for each location. The FSS will also provide IT customer service for all business partners in your region and will be responsible for communicating with appropriate IT staff any issues deemed appropriate for escalation. Working safely is part of our culture and is a condition of employment.
Key Responsibilities (Essential Duties and Functions)
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Effectively handles individual problems and service requests from call-in through resolution, practicing total contact ownership.
Responds to inquiries and service requests for assistance with the organization's computer system or PC's via Phone, Email queues, and in person.
Identifies problems, troubleshoots and provides 1st and 2nd level technical support for customers for the following: Windows 7, 8, 8.1 and 10, Office 2007 through 2016, Office 365, IE9 and above, Hardware/Software conflicts, remote support via remote control tool, VPN connectivity and/or administration, Network connectivity
Troubleshooting mobile devices such as iPhone, iPad, Android Handheld connectivity and synchronization, among other devices
Handles advanced software support for applications assigned such as, Aptaxa (AX), Netsuite, Box, Sharepoint, Fiix, and others as trained and assigned
Provides coaching and mentoring to peers, assisting with troubleshooting, processes and procedures.
Maintains ticket queues by actively communicating with customers and peers.
Responsible for meeting Service Desk Service Level Agreement and metrics.
Other duties as assigned.
Sufficient education, training and/or work experience to demonstrate possession of the following knowledge, skills, and abilities.
Associate degree in Information Technology or equivalent, or 3 years of experience working in a similar IT support role a plus
Bachelor's degree is preferred
3+ years of experience handling customer technical support calls preferred
Experience with iOS and Android OS required
Knowledge of Windows 7 and 10, Office 2010/2013/2016 Suite, Mobile devices, VPN, and Networking - Proxy Settings, Routers, Internet Modems, Ethernet
ITIL Foundations and HDI certification a plus
Customer-focused and acts with a shared sense of urgency and priority for customer.
Demonstrated commitment toward customer service.
Demonstrates strong analytical and problem-solving skills.
Ability to make sound decisions in a manner consistent with the essential job functions.
Demonstrates strong desktop, network and application configuration, troubleshooting and installation knowledge.
Knowledge of ITIL framework of services, e.g. Incident Management.
Ability to identify customer needs, gather relevant information systematically and resolve problems.
Ability to present ideas in concise, business, technical, and user-friendly language.
Ability to effectively work alongside and communicate with people with a wide range of skills, experience, cultures and capabilities.
Work and Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Sitting for extended periods of time.
Ability to safely lift up to 50 pounds.
Ability to travel (overnight) as required based on business needs up to 50%.
Ability to drive up to 4 hours for onsite services and meetings.
Must pass background check, alcohol and drug testing.
The position may require work outside of normal business hours in response to critical incidents or business-impacting project deliverables.
The position may also require weekend and holiday coverage.
The statements included in this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job. Other duties may be assigned as required. Requirements for this job are subject to modification by the Company and its designees, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
What CRH Americas Offers You
Highly competitive base pay
Comprehensive medical, dental and disability benefits programs
Group retirement savings program
Health and wellness programs
A culture that values opportunity for growth, development, and internal promotion
About CRH Americas
CRH Americas has a long and proud heritage as one of North America's largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRH Americas family. CRH Americas operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.
Oldcastle Infrastructure, a CRH company, is a great place to grow! If you're up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our career site. Please complete your online profile which will be sent directly to the appropriate Hiring Manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest in the CRH Americas family!
CRH Americas is an Affirmative Action and Equal Opportunity Employer.
EOE/Vet/Disability--If you want to know more, please click on this link.
Feb 13, 2020