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Technical Support Specialist


The Koch Global Solutions (KGS) Customer Service Organization is seeking a Technical Support Specialist to join our team! In this position, you will be responsible for providing a consumer-focused service leveraging your passion for IT. You will be empowered to innovate and challenge the status quo to provide enterprise-wide solutions. This role provides both hands on and remote support of complex issues within the enterprise of Koch Industries.

The Technical Support Specialist will be part of a global team that supports all the users of the business units of Koch. The following services will be provided as part of this catalog item:

    • Act as an escalation point for Service Desk for all complex issues
    • Take ownership to resolve tickets in timely manner
  • Collaborate with other resolver teams for faster resolution of the issues
  • ·Practice Knowledge-Centered Support methodology by creating and maintaining articles in the IT knowledgebase

    ·Create value in the form of Automation, elimination, and mitigation aimed to improve the consumer experience

What You Will Do In Your Role

·Diagnose & troubleshoot all IT related issues for Desktops, Laptops, Mobiles through remote access

·Hands on experience on Installation, configuration and troubleshooting Office 365 products, VPN, wireless, mobility

·Troubleshooting issues related to hardware, network connectivity, printers, and software applications.

·Working knowledge on Active Directory, group policies, Share drive, DNS, Network Permissions

·Handling new software standard exception requests.

·Coordinating with service providers to solve other IT infrastructure issues.

·Ensure compliance with all Koch policies & procedures in all related areas.

·Troubleshooting for known errors and workarounds

·Provide guidance based on documented IT policy and procedures.

·The administration of business specific applications.

    The Experience You Will Bring


    • 4+ Years’ experience in IT customer service managing Global users
    • Experience deploying software & troubleshooting complex IT issues
    • Experience with MS operating systems & applications
    • Excellent documentation, collaboration, and organizational skills
    • Strong command of the English language including comprehension, written, and verbal communication
    • Passionate about finding ways to eliminate waste from manual processes and non-standard solutions
    • Ability to apply critical thinking and good judgement in day-to-day activities
    • Consistently manage their time to complete their base responsibilities and extra initiatives simultaneously
    • Seeks to understand ours and our customers’ business needs/challenges, solves those problems & provides positive consumer experience though interactions
    • Passion for change and open to challenging processes

    What Will Put You Ahead

    • An individual that embraces teamwork and encourages breaking down cross-team and business barriers.
    • Experience with Data Reporting/Data Analytics
    • Experience with ServiceNow, SCCM, Cloud Voice, Azure AD, PowerShell scripting or other software deployment tools

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