Tech IT Service Delivery II

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23000 employees operating in over 150 countries Xylem is at the forefront of addressing the worlds most critical water challenges. We invite passionate individuals to join our team dedicated to exceeding customer expectations through innovative and sustainable solutions.

THE ROLE:
The Technician in IT Service Delivery is a vital role focused on the operational aspects of IT services within an organization. This position entails the handson management of IT service requests including installation configuration and troubleshooting of hardware and software. The technician ensures optimal system performance provides user support and maintains accurate service documentation. With a commitment to service excellence this role is essential for ensuring that IT services are delivered effectively and efficiently aligning with business needs and enhancing user experience.

CORE RESPONSIBILITES:

Technical Support:
Provide technical support to customers via phone email or in person
Troubleshoot and resolve hardware and software issues
Install and configure new equipment and software
Maintain and update existing systems
Train users on new technology and software
Service Delivery Management:
Manage service requests and ensure timely resolution
Monitor service performance and identify areas for improvement
Collaborate with other teams to implement service improvements
Develop and maintain service level agreements (SLAs)
Customer Relationship Management:
Build and maintain relationships with customers
Understand customer needs and provide solutions
Gather feedback and address any concerns or issues
Communicate service updates and changes to customers
Documentation and Reporting:
Document all service requests and resolutions
Maintain accurate inventory of equipment and software
Generate reports on service performance and customer satisfaction
Identify trends and make recommendations for improvement
Project Management:
Assist in planning and implementing IT projects including but not limited to Network upgrade/dressing manufacturing machine / IT tool support UPS and AVrelated support.
Coordinate with crossfunction team members and stakeholders to ensure project success
Monitor project progress and adjust plans as needed
Provide updates and reports to management on project status
Quality Assurance:
Ensure all services and processes meet quality standards
Conduct regular audits and reviews to identify any issues or areas for improvement
Implement corrective actions as needed to maintain quality standards
Stay updated on industry best practices and incorporate them into service delivery processes.

High Impact Behaviors:
Continuous Professional Development: Professionals should be committed to lifelong learning seeking out opportunities for selfimprovement and staying abreast of industry trends and best practices.
Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others contribute to team goals and understand that diverse perspectives can lead to better solutions.
ResultsDriven Performance: Highperforming professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.

QUALIFICATIONS:
A bachelors degree in Computer Science Information Technology or a related field with at least 35 years experience or equivalent work experience that provides exposure to fundamental theories principles and concepts.
Proficiency in troubleshooting and resolving issues with computer systems networking and various software applications.
Strong customer service skills with the ability to communicate effectively with nontechnical users.
Industry certifications such as CompTIA A Microsoft Certified Professional (MCP) or ITIL Foundation are highly desirable.
Excellent problemsolving abilities to diagnose and resolve technical issues promptly.
Ability to work well in a team environment and collaborate with other IT professionals.

Salary range:

Join the global Xylem team to be a part of innovative technology solutions transforming water usage conservation and reuse. Our products impact public utilities industrial sectors residential areas and commercial buildings with a commitment to providing smart metering network technologies and advanced analytics for water electric and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.