• End User Support Specialist

    Location US-IL-Lisle
    Job ID
    2018-32707
    # of Positions
    1
    Internal Title
    End User Support Spec Sr
    Position Type
    Regular Full Time Employee
    Category
    Information Technology - IT
    Travel
    Less Than 10%
    Relocation Offered
    No
    ERP Eligibility
    Eligible for Employee Referral Bonus
  • Overview

    Navistar International Corporation is a leading North American truck manufacturer with great products, strong market positions and best-in-class distribution. For 175 years we have had a 100% commitment to doing what it takes to satisfy our customers, and our commitment today is as strong as ever. We are rededicated to strengthening our core businesses. Our recent investments and product launches position us for success. It all starts with a comprehensive approach and a team effort from our employees. So we’re looking for exceptionally talented and results-oriented individuals to join us and deliver on our promises to our customers, dealers, employees and shareholders.

     

    The End User Support Specialist is responsible for tier 2 production support (break-fix analysis) to end users for all IT systems hardware or software used at a remote facility.  Duties and responsibilities for this role include, but are not limited to: 

    • Provide timely resolution of incidents/problems and escalates on behalf of customer to appropriate technical personnel; interacts with network services, systems architects, applications development and other support groups to restore service and/or identify and correct core problems with software applications
    • May maintain servers and assist with the implementation, configuration, coordination, troubleshooting and security backup of the servers.
    • May install, configure, and maintain the network, and administer network infrastructure
    • Monitor key aspects of IT service for the site and provide feedback to the IT support groups.
    • Provide site specific IT project planning and management reporting functions.
    • Provide feedback to site management to ensure there is sufficient hardware and licensing to support the site.
    • Monitor performance of systems relating to customer’s expectations as defined in the system’s Service Level Agreements (SLAs).
    • Promote the conformance to IT Standards when discussing business proposals with the customer.
    • Maintain inventory and configuration documentation as requested by other groups.
    • Provide Auditor response to information queries and audit points
    • Develop and maintain customer relationships at the facility and provide liaison functions to other IT support groups to implement IT projects/resolve issues etc.
    • Participate in Enterprise Change Management processes

    Position Purpose and Requirements

    Coordinates, diagnoses and troubleshoots incoming employee calls. Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.

     

    Basic Requirements:

    • Bachelor’s degree and at least 2 years experience providing IT technical services and support using network remote access

    OR

    • Master’s degree 

    OR

    • At least 4 years of experience providing IT technical services and support using network remote access

    Additional Requirements

    • Qualified candidates, excluding current Navistar employees, must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee or Asylee) to be employed in the United States. Navistar does not anticipate providing employment related work sponsorship for this position (e.g., H-1B status)

    Desired Skills:

    • Strong Proficiency in MacOS environment
    • Functional knowledge of Local Area Network technologies
    • Prior systems experience in a manufacturing/operations environment
    • Strong analytical and problem solving skills
    • High level of ability to adapt and understand a wide variety of business & manufacturing problems
    • Excellent written/verbal communication skills
    • Ability to perform in a dynamic and highly diverse environment
    • Proven planning and organizing skills
    • Strong technical and business analytical skills
    • Experience in Project Management
    • Demonstrates strong time management, organizational and administrative skills.
    • Capable of taking on additional responsibilities with the potential to progress into higher-level leadership positions
    • Seeks new ideas and approaches and can be relied onto make sound decisions with confidence
    • Able to prioritize objectives, set personal goals and complete tasks within deadlines while maintaining focus between tasks

    Competencies:

    • Customer Focus
    • Functional / Technical Skills
    • Managing and Measuring Work
    • Problem Solving
    • Time Management

    Compliance/Marketing Requirements

    Visit us at www.Navistar.com to discover more about our organization

     

    It's Uptime at International

     

    Navistar is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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