Job description

Company Summary:

At arvato, we measure our success through the successes of our customers. Our DNA is built upon Customer Obsession, Ownership and Continuous Improvement (Hustle). We achieve our goals by means of experience, state-of-the-art technologies, creativity, passion and a commitment to quality, innovation and having fun! Come and join our team today!

Position Summary:

The IT Onsite Support Supervisor will oversee all Onsite Support to our internal customers via phone, email & on-site interaction. Candidate will identify daily business needs and assign tasks and responsibilities to the onsite Support team, with a focus on first contact resolution and KPI adherence. Must possess ability to evaluate complex internal and external systems and infrastructures. Sufficiently manage and support with projects and initiatives as requested by the IT Manager. Must be meticulous and analytical. Candidate will use knowledge and resources to diagnose and resolve reported issues, while ensuring staff is up to date on necessary training to support incoming requests.

General Duties and Responsibilities

• Oversee & manage onsite support tickets across all US locations within service level
• Excellent written and oral communications skills and ability to manage multiple tasks at one time
• Respond to customer issues via phone, email, chat & on-site support
• Provide customer assistance in a professional & helpful manner
• Complete detailed documentation on customer interactions
• Run diagnostics to resolve customer reported issues
• Ability to identify problems, detect root cause and resolve issues
• Install, make changes, and repair computer hardware and software
• Follow-up with customers to ensure issues are resolved
• Responsible for research, reporting & presentation on factors influencing business performance
• Monitor business groups’ and employee's performance
• Maintain KPI’s according to company’s policies as well as client’s requirements
• Studies and standardizes procedures to improve efficiency of subordinates and overall team
• Maintains harmony among workers and resolves grievances
• Ensure proper staffing level based on business needs
• Interacts with other departments to resolve problems that interfere with the company’s productivity
• Interact with vendors to provide unified support to all locations
• Trend issues across sites to proactively identify issues
• Support overall IT initiatives for migrations, patches and updates as assigned

Job Requirements:

• Prior Management or Supervisory experience
• Excellent oral & written communication skills
• Ability to diagnose and resolve basic & complex computer technical issues
• Flexibility to work a variety of shifts with minimal notice
• Detail oriented
• Analytical/Critical thinking
• Highly organized

Education/Experience:

• The ideal candidate will have an associate degree in information technology and a minimum of 2 years of experience working in a Help Desk or onsite environment
• Minimum one year experience with supervisory role.

Physical Demands & Work Environment:

• Must be able to sit in front of a computer for prolonged periods of time
• Use of office equipment
• Ability to distinguish letters, numbers & symbols
• Hand/eye coordination

Standard General Security Roles and Responsibilities

• Understand and adhere to policies, guidelines and procedures pertaining to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Use of Company Computer and Use of Communications Systems, and Telephone/Mobile Device Use Policy.
• Protect company assets, systems, proprietary and confidential information in accordance with arvato Confidentiality policy and Corporate Information Security Policies and Procedures. \
• Proactively report actual or suspected vulnerabilities, security incidents and breaches in the confidentiality, integrity, or availability of Information assets as per the Company’s Incident Reporting Process.
• Process personal data, client data and employer business specific data in accordance with Personal Data Protection Act, in compliance with the CCA and in accordance with employer´s Work Procedure Rules, IT and Data Protection and other guidelines provided by employer.

Job Type: Full-time

Pay: $75,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Day shift

Work Location: In person

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