IT Support Engineer
Dyson - Aurora, IL

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At Dyson, we solve problems long forgotten (or long ignored) by others. Because bagged vacuum cleaners lose suction, we invented cyclone technology. Today our vacuum cleaners lead the market in the UK, Europe, Japan and the USA. More recently, weve developed new hand dryer technology, a fan without blades and a digital motor that spins at 104,000 times a minute.Purpose of Position:To provide a high standard of first and second line IT Service Delivery to the Customer Service department, using excellent interpersonal skills and technical expertise. This position will be based in Dysons Customer Service department located in Aurora, IL. Main accountabilities and supporting activities: Provide first and second line IT support to all Customer Service employees Take ownership of technical issues with Dysons core systems, including our Local Area Network, Windows Servers, and Avaya phone system, Work with our Infrastructure team to resolve more advanced issues when necessary Provide Hardware and Software support for laptops and PCs, and Avaya phone system Ensure that Siebel and Quick Address Call Center applications used across our Wide Area Network are available at all times Escalate performance issues to Group (UK) IT Work closely with the call center management/supervisory team to ensure all inContact issues are documented, escalated and resolved within an appropriate time frame Support the online advisor teams, resolving issues with the consumer chat and e-mail programs, as well as the Dyson website Manage all CS users within Active Directory, including the setup and amending of accounts and permissions Provide support for the MS Lync 2010 application for agent specialists and supervisors Manage the technical support all office based printers, scanners and plotters and projectors Contribute to the development of overall IT strategies and management of IT services Participate in the wider development of IT systems and policies with the UK IT Service Delivery team Effectively communicate with a wide variety of users, who may have different levels of IT skills Plan and execute IT related projects while communicating progress to all key parties Fulfill other duties as required Relish the opportunities to pick up new activities that fall broadly in the purpose of the role Contribute to any IT project based work Identify problems and find solutions
Experience and Education Requirements At least 3 years experience supporting IT services within a medium or large organization Bachelors degree in Information Systems, Computer Science or equivalent degree with relative experience preferred Experience of supporting Call Center or Customer Service environments preferred Windows 7/XP Desktop Support experience required Experience supporting Windows server 2003 / 2008 environments, including Active Directory preferred Expertise with enterprise-level technologies used to combat spyware, viruses and spam required Exposure to Avaya telephone/voicemail systems preferred Wireless network experience (ideally Cisco Wireless Networking) preferred Previous exposure to cloud-based CRM systems preferred MSCE certification preferred Travel to home office in Chicago frequently Availability to occasionally work non-traditional business hours, nights and weekends Skills and Competencies Dynamic and enthusiastic personality, combining flexibility and creativity. Solid, proficient problem-diagnosis skills in a range of system types and applications Effective interpersonal skills essential to maintaining good working relationships with both technical and non-technical staff The ability to communicate effectively with the user-base, peers, and third-parties Commitment to constant quality improvement. Excellent written and spoken communication skills, including the ability to produce technical documentation when required The ability to communicate effectively with peers and others outside Dyson Ability to travel within the USA, Canada, and the United Kingdom Ability to lift up to 50 lbs. Dyson offers an enjoyable work environment, competitive salary, and benefits. Interested candidates should apply online at http://www.careers.dyson.com/jobs/job.aspx?id=3378. Only online applications will be considered.Dyson is an Equal Opportunity Employer AA m/f/v/d

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Inventors. Heroes. Wrong thinkers. Problem solvers. Dyson is a place for the unconventional. Frustrated with a Hoover that lost its...