IT Service Management Technician II

SUMMARY
The Service Management Technician II will troubleshoot, diagnose, and resolve problems related to computer hardware, software, mobile devices, printers and other technology tools and products. Working in a team environment, the Service Management Technician will provide end-user and visitor support in accordance with established operational and procedural measures and document events for reference/tracking and compliance purposes. Incidents and requests will be tracked in a helpdesk ticketing tool.

A positive Customer Service oriented attitude is required.

ESSENTIAL JOB FUNCTIONS

Receive, prioritize, and respond to Service Desk requests by established service-level agreements (SLAs).
Manage user and device event tracking through the global ticketing system.
Resolves issues with computer hardware, software, mobile devices, printers, and other technology tools via in person, phone, or email.
Perform remote troubleshooting using diagnostic techniques and relevant questions.
Walk customers through problem-solving processes.
Direct unresolved issues to the next level of support personnel.
Identify and suggest possible improvements to procedures.
May assist with software or device installations, user profile setups, or password resets.
Maintains records and tracks incidents and requests in the Service Desk ticketing tool.
Participate in creating and maintaining enterprise operations documents (e.g., policies, standards, procedures, and guidelines).
Provide periodic assistance to internal and external auditors.
Ensure risks associated with changes to critical assets are considered and adequately mitigated before implementation (i.e., change control).

* Other duties as required in support of the department and the company
* SUPERVISOR RESPONSIBILITIES
The responsibilities of this role do not include supervising other employees.

QUALIFICATIONS
To succeed in this job, an individual must satisfactorily perform each essential job function. The requirements below represent the required knowledge, skill, and ability. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION and EXPERIENCE

A bachelor's degree in computer science, information systems, or a related field or equivalent work experience is preferred.
3+ years of IT help desk technician experience.

Experience with Windows and MS Office is required.
ERP/MRP software such as SAP is required.

CERTIFICATES, LICENSES, REGISTRATIONS

A+ Certification and ITIL Foundations Certification required.

LANGUAGE REQUIREMENTS

Excellent verbal and written communication skills in English.
Ability to read and understand verbal and written instructions.
Conversational in any other language preferred.

MATHEMATICAL SKILLS

Basic arithmetic: add, subtract, multiply, and divide whole numbers, fractions, decimals, and percentages.

JOB SKILLS

Tech-savvy with working knowledge of office automation products, databases, and remote-control tools.
Good understanding of computer systems, mobile devices, and other tech products.
Ability to diagnose and resolve fundamental technical issues.
Customer-oriented, positive attitude, and cool-tempered.
Ensuring timely response and maintaining quality standards.
Reliable and flexible, willing to work added hours on short notice to complete orders and special projects and meet customer demands.

PHYSICAL DEMANDS
As part of their job duties, the employee must be able to sit, stand, and walk throughout the day while frequently using their hands to handle objects and communicate verbally. Additionally, they may need to reach, stretch, push, pull, crouch, stoop, and occasionally lift objects weighing up to fifty (50) pounds. This role requires specific vision abilities, including close, distance, color, peripheral vision, depth perception, and the ability to adjust focus.

According to ADA regulations, reasonable accommodation will be provided to ensure that individuals with disabilities can perform the job's essential functions.

WORK ENVIRONMENT
This is an air-conditioned work environment where employees have desks or cubicles and work in a fixed location. The physical environment is usually comfortable, well-lit, and equipped with the necessary facilities and hardware. The company culture is a culture of teamwork, communication, continuous improvement, business casual, strategic, and goal oriented. The working conditions are stable, predictable, and secure.

ENVIRONMENTAL POLICY
Amphenol Cable & Interconnect Technologies is fully committed to minimizing the environmental impact of its operations, activities, and products. To achieve this, we adhere to all applicable environmental regulations and laws, prevent pollution, and continuously improve our environmental performance in all our global operations. This is possible through an Environmental Management System that provides a framework for setting and reviewing our environmental objectives and targets.

We aim to identify and reduce any negative environmental impact our business…