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IT Support Specialist - Massachusetts

IT
Ref: 203 Date Posted: Tuesday 11 Jul 2017
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Peak Inc. is the rapidly expanding North American arm of Peak Scientific, with its main US office located in Billerica, Massachusetts. We are currently recruiting for an IT Support Specialist to join our North American team of around 50 staff, including dedicated sales and field service engineer teams covering the whole of mainland US and key territories in Canada.  

This is a challenging role involving the day to day management of our IT systems and you will be providing first and second line support to internal stakeholders in our fast-paced manufacturing business. You will need an aptitude for working with applications and systems, undertaking the analysis and resolution of a range of issues. You will be a positive, solutions focussed individual with a desire to enhance your existing skills and have a thirst for technical knowledge.

Reporting to the Service & Operations Manager – North America, you will be responsible for:

  • Owning support calls from initial assessment through to resolution, whilst ensuring the internal customer is kept updated.
  • Fulfilment of service requests and incidents in a timely manner. Adhering to pre-defined processes and escalating where required.
  • Maintaining all client IT equipment and ensuring all equipment is kept updated.
  • Following defined processes to undertake to set up IT equipment, offer process improvements where possible.
  • Liaise with colleagues to obtain clarity around reported faults and provide technical guidance.
  • Managing the activation and maintenance of mobile devices.

You must have a track record in a service desk/technical support role and you will ideally possess:

  • Demonstrable experience of supporting MS Windows OS and MS Office, ideally Office 365
  • Experience of PC/Laptop desktop configuration and installation
  • Experience of HEAT service desk would be an advantage but not essential
  • Good practical skills and a methodical approach to resolving problems
  • Excellent customer service skills, with the ability to create strong relationships across the business and a good phone manner.
  • Experience of working to agreed SLAs within a global organisation.

Peak is a challenging, dynamic and energised environment, with unlimited opportunities for personal and professional growth. This is a time of explosive expansion for Peak in the Americas, and an excellent opportunity to join an innovative company providing a technology that is generating more and more interest each day. If you are open-minded, driven and quick to learn we want to speak to you. At Peak, we target individuals who fit our culture and values, you will have a high degree of professionalism but appreciate our non- corporate feel in a fun atmosphere.

This Company is offering a competitive package and opportunities to develop within an expanding international company. If you have what it takes to be part of Peak, please click APPLY!  

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