IT Support Engineer

Starting salary will be based on experience and credentials

Chicago, IL

Description

To provide tier 1 hardware and software support to the US Dyson employees and IT team by logging all IT issues raised by face-to-face, e-mail or telephone interactions, and by performing any administrative tasks, including procurement, asset management and process documentation. Support will be provided to Dyson employees within the office as well as a mobile workforce.

Market Overview

Dyson is a global technology company. Using a desire to make things work better as a catalyst for invention, our team of 3,000 engineers and scientists are passionate about developing technology that solves the problems others often ignore. From the world’s first bagless vacuum cleaner, to hand dryers that use 420mph sheets of air to remove moisture from hands, to a completely re-thought hair dryer with its motor in the handle, we are relentless about engineering better solutions. Dyson spends $8.8million a week on research and development and works with more than 40 universities worldwide to develop early-stage technologies.

 

Dyson launched in the US in 2002, with the DC07 vacuum cleaner. Within 2 years, it was market share leader. Now, the US team is nearly 1,000 strong, with offices in Chicago, IL; Aurora, IL; San Francisco, CA; and Dyson people around the entire country. And we are still growing. Dyson US is poised to double its footprint, and take on new categories. Already a target for our competitors, challenging times are ahead. And our battle-hungry US team is fired up.

Function Overview

Our IT teams manage the technology that makes what we do possible. They support and maintain tools that allow Dyson to operate on an international scale. They build the backbone of our global digital channels. They protect Dyson secrets through cutting edge digital security measures. And they bring all of this, and more, together. Seamlessly. In the next few years, Dyson is getting even bigger – more people, space, and resources. Embracing the change, our IT teams won't just be critical to making our ambitious growth happen. They'll help Dyson capitalize on all the opportunities it'll bring.

Accountabilities

Facilitate IT support activities to ensure exceptional service delivery to all Dyson USA employees

  • Respond to all service requests within agreed upon service level.
  • Create and document IT Service Delivery processes
  • Ensure that all IT faults and changes are logged in the call logging system within the agreed upon  and designated timeframes
  • Allocate IT faults and changes to the IT Support Engineers for resolution and root cause analysis
  • Provide status updates to the user community and Service Delivery Manager when required
  • Coordinate and facilitate the department’s open item review meetings
  • Hold daily status updates with team members to ensure service delivery agreements are met
  • Work with HR to provide necessary IT assistance for the new hire inductions
  • Coordinate with the PR department to establish any IT involvement for company presentations and briefings

Analyze data from department to measure success of IT department

  • Track and compile key service delivery statistics, including internal customer feedback
  • Gather data from multiple sources and compile data into useful and meaningful information in which it can be analyzed
  • Routinely provide insights into trends and patterns
  • Develop new tools and improve upon existing ones
  • Make recommendations to resolve issues

Coordinate all activities within the procurement process

  • Liaise with the IT teams and external suppliers to generate quotes, raise orders, and reconcile invoices, using the internal approval processes
  • Ensure appropriate product and equipment stock levels are maintained
  • Work with the SD Manager and the Finance team to ensure spending is monitored and balanced against the annual IT budget

Ensure the core Asset Management processes are followed correctly

  • Monitor and manage the accuracy of IT Asset Management through regular checks
  • Record asset deployment, asset disposal and asset transfers
  • Evaluate and improve processes as needed

Fulfill other duties as required

  • Contribute to any IT project based work
  • Relish the opportunities to pick up new activities that fall broadly in the purpose of the role
  • Identify problems and find solutions

Other Requirements

  • Strong sense of urgency and customer focus
  • Excellent follow-up skills to see tasks through
  • Ability to work a flexible schedule including evenings and weekends.
  • Ability to lift up to 50 lbs.

Skills

  • Minimum of 4 years of professional experience in a level I/II desktop and/or help desk support role
  • 2 years’ experience facilitating support activities in a customer service environment required
  • Demonstrated experience configuring, deploying, and troubleshooting Mac based laptops and/or desktops
  • Ability to answer, evaluate, and prioritize incoming telephone, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other IT related issues
  • Bachelor’s degree preferred; High School diploma required
  • Experience of supporting a remote user base strongly preferred
  • Knowledge of network and server administration and troubleshooting a plus
  • Must be able to work independently and function as the primary source for technical support
  • Demonstrates a ‘can do’ / entrepreneurial attitude
  • Ability to deliver projects in full, on time and to the highest quality
  • Ability to communicate with all levels of the organization with positive intent
  • Dynamic and enthusiastic personality, combining flexibility and creativity
  • Ability to offer solutions to problems, at times when under pressure
  • Effective interpersonal skills essential, including the ability to communicate well with a wide variety of users, of very differing levels of IT skills
  • Commitment to constant quality improvement and customer service
  • Strong sense of urgency and customer focus
  • Excellent follow-up skills to see tasks through
  • Ability to work a flexible schedule including evenings and weekends.
  • Ability to lift up to 50 lbs.
  • Solid written and verbal communication skills

Benefits Overview

Dyson US monitors the market to ensure competitive salaries, holidays and retirement plans. Beyond that, you’ll also enjoy profit-related bonuses and life and disability cover. But financial rewards are just the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to fueling and realizing ambition.

Dyson is committed to providing reasonable accommodations to individuals with disabilities. If you are interested in applying for employment with Dyson and need a reasonable accommodation for any part of the application process, please send an e-mail with your contact information, the job number of the position for which you are interested in applying, and the nature of your request to careers.us@dyson.com or call (312) 706-2260. Determinations of requests for reasonable accommodation are made on a case-by-case basis.

Posted: 2-Jan-2018

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