Senior IT Helpdesk Engineer

Brady Corporation Milwaukee, WI
CompanyOverview:

BradyCorporation is an international manufacturer and marketer of complete solutionsthat identify and protect people, products and places. Brady's productshelp customers increase safety, security, productivity and performance and includehigh-performance labels, signs, safety devices, printing systems and software.Founded in 1914, the Company has a diverse customer base in electronics,telecommunications, manufacturing, electrical, construction, medical, aerospaceand a variety of other industries. Brady is headquartered in Milwaukee,Wisconsin and as of July 31, 2017, employed approximately 6,300 people in itsworldwide businesses. Brady's fiscal 2017 sales were approximately $1.11billion. Brady stock trades on the New York Stock Exchange under the symbolBRC. More information is available on the Internet at www.bradycorp.com.

Position Summary:

The ITHelpdesk department is a branch of Global IT Support Services that acts as apoint of contact for users for both incidents and requests. The Senior HelpdeskEngineer will provide front line / first level technical support to customersvia phone, email, chat, face to face and other media available.

Essential Duties and Responsibilities:

* Ensureinquiries are answered on agreed turnaround time.

* Ensurethat all requests are documented and tracked using the incident management toolto maintain a list of issues and requests and monitor open incidents.

* Resolveinquires, request and issues that are within the helpdesk scope.

* Followestablished processes and protocol in accomplishing requests or resolvingissues.

* Followestablished escalation process for inquiries, request and issues that are notwithin the helpdesk scope.

* GenerateIT Advisories to inform users of outages or changes to a system using the emailsystem

* Generatesimple reports using excel to show basic statistics

* Generateand update documentations

Required Knowledge, Skills & Abilities:

* Associatesdegree in IT or Computer Science

* Minimumof 4 years' experience in an IT Helpdesk environment

* Strongwritten and verbal communication skills

* Excellentteamwork by establishing and maintaining a close working relationship with bothIT and Business teams globally

Desired Knowledge, Skills & Abilities:

* Bachelorsdegree in IT or Computer Science

* Experiencein BPO Technical position

Benefits:

* Complete insurance coverage starting on first day of employment – medical, dental, vision, life

* 401(k) with company match

* Tuition reimbursement

* Bonus opportunity

* Vacation and Holiday pay

Our company is an equal opportunity/affirmativeaction employer. Applicants can learn more about the company's status as anequal opportunity employer by viewing the federal "EEO is the Law"poster at:http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

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