Technical Troubleshooting Specialist (Hardware and Software)
Technical Troubleshooting Specialist (Hardware and Software)
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1 Vacancy
Job Description
Build a better career with MSC.
Serving customer and community starts with the very best people doing their very best work. That is precisely what we have at MSC Industrial Supply Co. a leading North American distributor of metalworking and maintenance repair and operations (MRO) products and services.
Requisition ID :2097
Employment Type :Full Time
Job Category :Supply Chain Operations
Work Location :Livonia MI
State or Province :Michigan (USMI)
Potential WorkLocation :United States : Michigan : Livonia
BRIEF POSITION SUMMARY:
Under the guidance of the IM Operations Manager this position is responsible for providing technical assistance for MSCs ControlPoint Inventory Management solutions. Duties range from troubleshooting hardware and software and taking ownership of issues by carrying out problem analysis to resolution.
DUTIES and RESPONSIBILITIES:
- Troubleshoot / diagnose technical problems with MSCs inventory management solution hardware and software both remotely and onsite.
- Supports the implementation of ConrolPoint Inventory management solution at customer locations.
- Provide diagnostics and repair guidance to both MSC field associates and customers.
- Contribute to hardware software and services enhancements by making recommendations for improvements when established procedures are not working and there are gaps within the process.
- Develops and edits customer and technical support knowledge base documentation.
- Work closely with the business and technology teams to outline the benefits and challenges of implementing and transitioning to new releases of ControlPoint software.
- Assist with ongoing ControlPoint technology roadmap strategy budget and support planning across all products.
- Work with 3rd party vendors in the process of resolving incidents and knowledge transfer resulting in efficient and effective incident management.
- Responsible for supporting all of MSCs ControlPoint inventory management solutions such as VMI CMI and Vending Solutions.
- Provide technical support for corporate provided mobile devices using ControlPoint software this includes iPhones and Motorola scanners. Including documenting all support requests in ServiceNow application with thorough details of problem and steps taken to resolve.
- Submit Knowledge Base articles in ServiceNow to assist Service Desk and Vending Service Center with first level resolution.
- Monitor and respond quickly and effectively to requests received through ServiceNow ticketing system email or inbound phone calls within Service Level Agreement.
- Works cross functionally with the PC Support team IT Service Desk and Vending Service Center on projects and tickets as required.
- Participate as required in continuing education to maintain necessary skills to support upgrades and new additions to MSCs ControlPoint inventory management solutions including all hardware and software.
- Deliver as needed technical training on MSCs ControlPoint inventory management solution hardware and software to MSC associates as well as customers.
- Assist with the development of future technical and/or training documentation associated with MSCs ControlPoint inventory management hardware and software options.
- Provide continuous improvement opportunities for growth and success.
- Maintains high customer satisfaction ratings that meet company standards.
- Establish productive professional relationships with key personnel in assigned customer accounts to foster sales growth and retention.
- Performs root cause analysis and provides technical solutions to production related application errors.
- Ensures support readiness prior to the deployment of any change to the production environment.
- Assists with documenting technical and business processes including technical guides.
- Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSCs vision and unity of purpose.
- Participation in special projects and performs additional duties as required
EDUCATION and EXPERIENCE:
- An associate degree or equivalent work experience is required.
- Experience withIBM AS400iSeries preferred
- 3 years of solutions and/or inventory management experience or equivalent is preferred.
- Industrial Distribution experience is preferred.
- Knowledge of TCP/IP VPN RDP and other network protocols preferred.
- Minimum of 3 years of experience demonstrated skills and indepth knowledge of the following: PC Desktop and Laptops peripherals and client / server technology preferred.
- Hands on experience with Windows Operating System and Active Directory preferred
- Certifications such as A MCSE or ITIL are preferred.
- Experience with ITSM Tools (Service Now or Remedy or any other ticket tracking tools)
- General understanding of Databases and Networking required
- Knowledge of remote access solution support tools and techniques: VPN Terminal Services and TeamViewer remote desktop connection
SKILLS:
- Superior customer service focus
- Technical problemsolving ability with a focus on root cause analysis
- Selfmotivated selfdirected and attentive to detail
- Good mechanical aptitude required.
- Good interpersonal & communication skills required.
- Excellent time management and organizational skills are required.
- Good presentation skills are a plus.
OTHER REQUIREMENTS:
- A valid drivers license and the ability to travel up to 10% of the time may be required.
Why MSC
People. Collaboration. Insight. Thats how you build something that works.
Built on a foundation of trust MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 75 years of experience across industries MSC strives to help our customers achieve greater productivity profitability and growth through inventory management and other innovative supply chain solutions.
As one of Americas Best Large Employers (named in 2017 by Forbes magazine) we care about our associates and have programs in place to help our 6000 team members achieve their potential. When you join our team you will receive rewards and recognition for your contributions training and professional development opportunities as well as a variety of benefits to support you and your familys health wellbeing and financial future.
If you are inspired to learn take risks and succeed as a team you can build a better career at MSC.
Equal Opportunity Statement
All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected veteran status sexual orientation or gender identity.
Required Experience:
Unclear Seniority
Employment Type
Full Time
