Technical Support Specialist

Celeros Flow Technology LLC; Glasgow; On-site; GBP 30,000 - 45,000; Full time

Job summary

A global flow control solutions provider is seeking a Technical Support Specialist based in Glasgow. This role involves managing the lifecycle of incidents for business applications, providing high-quality customer service, and supporting IT projects. Candidates should have a BE/B.Tech in CS/IT and 3-5 years of experience in a corporate environment. Benefits include comprehensive development opportunities, a bonus system, and 33 days of holiday, making this a great opportunity for skilled IT professionals.

Benefits

Opportunities to develop

Bonus

33 days holiday (inclusive of bank holidays)

Holiday buy and sell

Pension

Life Cover

Employee Assistance Program

Qualifications

• 3-5 years of experience in a related position in a corporate environment.
• Experience with Desktop, LAN and telecommunications devices including mobile devices.
• Good English verbal and written communication skills.

Responsibilities

• Manage the lifecycle of all in-scope incidents and service requests.
• Provide customer support with high levels of service.
• Participate in testing for new or improved services.

Skills

Windows-based desktop expertise

Excellent customer service skills

Strong troubleshooting skills

Time Management

Knowledge of ITIL processes

Flexibility to travel

Education

BE/B.Tech in CS/IT or BCA/MCA/M.Sc.-IT

Tools

Microsoft O365

Service Desk tool Ivanti Neurons

Job description

For over 140 years our products have helped ensure the safe, reliable operations of key industries. With a passion for precision and partnership, Celeros Flow Technology continues this heritage of high performance and dependability, providing mission critical, sustainable flow control solutions for our customers around the globe.

Celeros Flow Technology is looking for individuals with a voice and a vision. We embrace change, diversity and promote new ways of looking at old ideas. We seek talented professionals to join our world-class team of innovators in a global, collaborative & multi-cultural environment, where you will be challenged, supported, and inspired to be extraordinary.

GENERAL SUMMARY

The Technical Support Specialist is responsible for managing the lifecycle, troubleshooting and resolution of incidents and requests for all our global business PC based applications and technologies. The incumbent will be based at our Cathcart site and part of our global Celeros Flow Technology IT team.

Principal Duties and Responsibilities

• Manages the lifecycle (ticket generation to closure) of all in-scope incidents and service requests in line with service tickets best practice ways of working.
• Work within a team environment across the enterprise
• Resolves incidents and fulfils service requests with high level of customer service.
• Prepare and maintain KDs for services in scope.
• Provide support, guidance & training to other IT staff when required.
• Participate in testing for introduction of new or improved services.
• Develop knowledge base and expertise around BU application/solution portfolio.
• Provides local hands-on services for networks, servers, printer etc. as required
• Experience in supporting and participating in projects.
• Experience handle tasks like SSO, MFA, endpoint management, and support for mobile/remote users.
• Experience in iPhone support and management.

Knowledge, Skills and Abilities

• Sound expertise with windows-based desktop, hardware, software, networking and peripherals including, but not limited to, Microsoft O365 products, desktops, laptops, VPN, printers, video conferencing, telecommunications devices / monitoring tool including mobile devices, local area network, etc.
• Good knowledge of working with a Service Desk tool Ivanti Neurons and the ITIL processes
• Excellent Time-Management Skills with the ability to catalogue and prioritize appropriately competing responsibilities.
• Strong trouble shooting and analytical skills.
• Broad base of desktop tools and application run time environments (Java, C++, VB, etc).
• Take-charge individual with lots of energy & initiative. Provide ownership.
• Adept at understanding and learning multiple technologies.
• Excellent customer service skills and customer focus.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Must be highly self-motivated, self-directed, exhibit strong initiative and be attentive to detail.
• Good English verbal and written communication skills with the ability to present ideas in a user-friendly language.
• Flexibility to travel within defined region to support upgrades, maintenance, projects as required.

Education and Experience

Required Education / Experience

• Experience with communicating with business at all level building/maintaining relationships
• 3-5 years of experience in a related position in a corporate environment
• BE/B.Tech in CS/IT or BCA/MCA/M.Sc.-IT in regular course from recognized university and institute
• Experience with Desktop, LAN and telecommunications devices including mobile devices

Preferred Education / Experience

• Prior experience supporting executives and/or working in a professional environment
• Microsoft, A+,
• ITIL

You must have valid right to work in the UK and be able to obtain security clearance to apply for this role.

BENEFITS

• Opportunities to develop
• Bonus
• 33 days holiday (inclusive of bank holidays)
• Holiday buy and sell
• Pension
• Life Cover
• Employee Assistance Program

PHYSICAL DEMANDS

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Required daily to stand, sit, walk, talk, hear, and see (specific close vision abilities are required to perform computer work)
• Required occasionally to stoop, kneel, crouch and crawl
• Required daily to use hands and fingers and arms to reach (to operate a computer and telephone)
• Required occasionally to lift and/or move objects that are light to moderate
• Required occasionally to travel (usually by air or road so may be required to sit for extended periods)

WORKING CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work with moderate noise (i.e. business office with computers, phone, and printers, etc.)
• Ability to work in an open planned office / individual office
• Ability to sit at a computer terminal for extended periods
• Ability to sit in a car or on a plane for extended periods

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

CELEROS FLOW TECHNOLOGY VALUES

All Celeros divisions are committed to the effective use of the Celeros Values. It is important that all employees understand and utilize these values when performing the duties of his/her position.

INTEGRITY: We work safely and respect our employees, business partners & environment. We always lead by example.

SPEED: In our mission to bring mission-critical flow control equipment to the world, energy in our actions & urgency.

ACCOUNTABILITY: We stand behind our actions and deliver on our promises.

PARTNERSHIP: We collaborate across our teams & our customers to win together. We rely on each other to deliver the best outcome & celebrate successes.

EXCELLENCE: We are passionate about being the best at engineering, manufacturing & maintaining mission-critical equipment. We seek quality & community improvement in every interaction.

QUALITY

Quality encompasses all aspects of Celeros’ business, and every employee shares the responsibility to prevent the occurrence of any nonconformity relating to product, process and the quality system. All employees have an obligation to identify and record any such nonconformity, and through designed channels, initiate and recommend solutions.

CELEROS Flow Technology is an equal opportunity employer.