At Jabil (NYSE: JBL), we are proud to be a trusted partner for the world's top brands, offering comprehensive engineering, supply chain, and manufacturing solutions. With 60 years of experience across industries and a vast network of over 100 sites worldwide, Jabil combines global reach with local expertise to deliver both scalable and customized solutions. Our commitment extends beyond business success as we strive to build sustainable processes that minimize environmental impact and foster vibrant and diverse communities around the globe.
JOB SUMMARY
Under general direction, provides second-tier support to end users for either PC, server or mainframe applications, and hardware. Handles problems that the Service Desk agent or Remote Specialist 1 is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Escalates more complex issues to senior level.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Demonstrate a commitment to customer service; anticipate, meet and exceed expectations by solving problems quickly and effectively, making customer issues a priority.
- Maintain timely status of Incidents, Requests and Alerts to ensure effective communication to the Jabil user community.
- Ensure support activities are monitored, logged, tracked and resolved appropriately and in a timely manner.
- Utilize Remote Connectivity Application to support users
- Answer incoming Information technology calls in a timely manner, discusses problems with users, evaluates and prioritizes Incidents.
- Identify, research, isolate and resolve Information Technology Incidents and Service Requests.
- Escalate calls to the appropriate technical, professional and or service personnel for service, repair and follow-up.
- Utilizes call tracking system
- Provide end-user training as required/assigned.
- Develop and maintain processes, procedures, and documentation
- Participate in the exchange of ideas and information within the department.
- Ask questions; encourage input from team members.
- Provide regular updates to appropriate managers.
- Identify creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re-engineering of processes and systems).
- Assure that procedures and work instructions are efficient and not redundant.
- Offer new ideas and suggestions for improvement. Identify and implement new practices and processes that are “best in field”.
- Confer with reporting manager on complex or unusual situations.
- Establish new measurement systems if/where possible.
- Exchange knowledge and information with other Jabil facilities to ensure best practices are shared throughout the Jabil organization.
- Ensure 100% adherence to all company policies and procedures (i.e. Health, Safety and Quality)
- Maintain discretion and confidentiality in all areas pertaining to data and proprietary information, whether internal to Jabil or customer specific.
- Interpret a variety of instructions furnished in written, oral, diagram or schedule form.
- Maintain discretion and confidentiality in all areas pertaining to the IT systems.
- Understand and embrace the business and IT strategic direction.
- Adhere to all safety and health rules and regulations associated with this position and as directed by supervisor.
- Comply and follow all procedures within the company security policy.
- May perform other duties and responsibilities as assigned.
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- JOB QUALIFICATIONS
- KNOWLEDGE REQUIREMENTS
- Advanced knowledge /certifications in area of responsibility
- Advanced Computer Skills ( Windows based, Office Products, Desktop/Laptop configuration )
- Advanced Communication/Customer Service Skills ( written and verbal )
- Ability to read, understand and learn from written documentation ( process flows, Troubleshooting and WI documentation )
- Knowledge of ITIL Fundamentals preferred
EDUCATION & EXPERIENCE REQUIREMENTS
- High School Graduate, some college preferred
- 3-5 years work-related experience required, preferably in IT Support environment
- Or an equivalent combination of education, training or experience.
- Bi-Lingual preferred
- WORKING CONDITIONS
