Desktop Support Administrator

User Support Officer

At Nouryon our global team of Changemakers takes positive action every day to reach higher collectively and individually. We create innovative and sustainable solutions for our customers to answer societys needs today and in the future.

We are looking for team members who bring ideas forward champion others and work together to do better. Does that sound like you

About the job

The User Support Officer provides users with technical support guidance on usage and adoption of IM services to designated sites.

The User Support Officer offers assistance to and guidance on IM activities related to their respective sites. The User Support Officer plays a key part in driving or participating in service improvement and optimization initiatives.

In your future role as User Support Officer you will

• Provide Technical Support to sites 40%
• Provisioning of Services at sites 20%
• Guide users on how to use and promote adoption of services - 15%
• Coordinate site related IM activities (including global operations communication and projects) - 10%
• Second Line Support for Helpdesk and Onsite Support personnel 10%
• Actively monitor site demands and represent the sites in IM 5%
• Optional Fulfill the role as R&D PSO 10-30%
• Optional Fulfill the role as Subject Matter Expert (SME) 5 -10%

Key Activities

• Resolve incidents and service requests
• Actively monitor assigned support groups and pick up incident tickets and service requests
• Travel to designated sites when needed
• Provide technical guidance to sites when requested
• Author and updates relevant documentation
• Actively asks for input from the sites related to demands
• Adopts continual improvement mindset and drives needed improvement initiatives or actively provides input on the same
• Handle escalations from Helpdesk and Onsite Support
• Promote IM standards and adaptation of services to increase user productivity
• Partake in the different forums and projects as expert on site specific requirements and/or prerequisites
• Manages IM site specific contracts and procurements
• Optional Build needed expertise knowledge and support others (SME)
• Optional Build knowledge on R&D specific SW and HW solutions (R&D PSO) and provide R&D specialized support
• Optional Provide dedicated white glove VIP support and be a part of the VIP on-call rooster
• Optional Fulfill the role as VIP PSO

We believe you bring

• Minimum of 5 years of experience related to end user support with a strong service centric and problem-solving mindset. Demonstrated ability to act autonomously and a continual improvement way of working.
• Demonstrated experience from guiding first line support and acting as a support point of escalation (second line support).
• General high/upper secondary school or higher with relevant technical training.

Soft skills:

• Communication Skills: The technician should be able to explain complex technical issues in simple terms to non-technical staff.
• Problem-Solving Skills: They should have the ability to think logically and solve problems efficiently.
• Customer Service Skills: They should have excellent customer service skills and be able to handle difficult situations with patience and professionalism.
• Teamwork: They should be able to work effectively as part of a team as well as independently.
• Time Management: They should have the ability to prioritize tasks and manage their time effectively.
• Documentation: Write or update documents in an organized and correct manner as well as user friendly format.
• Way of Working: ITIL fundamentals

Technical skills:

• Advanced Troubleshooting: The technician should be able to diagnose and resolve basic hardware software and networking issues.
• Knowledge of Operating Systems: They should have in-depth knowledge of various operating systems like Windows Linux and macOS.
• Networking Skills: Knowledge of network technologies protocols and equipment is crucial. This includes understanding TCP/IP VPN LAN/WAN and wireless networking.
• Database Management: They should be familiar with SQL or other database management systems.
• Software Application Knowledge: They should have a deep understanding of common software applications and be able to troubleshoot them effectively.
  

Good to know

This is a permanent onsite position on a full-time basis based in HoustonAlmeda

Please apply via our online recruitment system. We will not accept applications via e-mail. Once its with us we will review to see if we have a match between your skills and the role! For more information about our hiring process visit: look forward to receiving your application!

We kindly ask our internal candidates to apply with your Nouryon email via Success Factors.

AboutNouryon

Were looking for tomorrows Changemakers today.

If youre looking for your next career move apply today and join Nouryons worldwide team of Changemakers in providing essential solutions that our customers use to manufacture everyday products such as personal care cleaning paints and coatings agriculture and food pharmaceuticals and building products. Our employees are driven by the wish to make an impact and actively drive positive change. If that describes you we will gladly make way for your ambitions. From day one we support you with your personal growth through challenging positions and comprehensive learning and development opportunities in a dynamic international diverse and proactive working environment.

Visitourwebsiteand followus onLinkedIn.

#WeAreNouryon #Changemakers

We have already chosen our sourcing channels for this recruitment and kindly ask not to be contacted by any advertisement agents recruitment agencies or staffing companies.

Nouryon is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability veteran status or any other characteristic protected under applicable federal state or local law.

#LIONSITE

What can Nouryon offer you

If you share our values and ambitions we offer a fascinating international environment that rewards your skills and enthusiasm. Our employment package comprises a competitive salary and an attractive bonus scheme. Training opportunities and internal networks enable valuable personal and professional development. And through challenging projects you will help us become first choice for our customers shareholders and employees all over the world.

Application details

We welcome your online application via our website. Please use the apply button on this page.

A pre-employment screening may form part of the selection process.