IT Technical Support Specialist


Reference number: 11025

 

Summary

The Technical Support Specialist will provide Level 1 technical support for our offices in the U.S., Canada, and Latin America; willingness to travel approximately once a quarter is required. Under general direction, this role’s primary responsibilities will be to provide support in all areas of technology, including networks, laptops, desktops, cellular phones, tablets, telephone systems, printers, and supported software.   In addition, they will provide support to staff on all company-supported applications, troubleshoots computer problems, determines source, and advises on appropriate action. They also coordinate basic user technical training and remediation activities, as well as activities in support of user training and assistance requests for all programs. The person in this role will report directly to the local IT Manager but will be a part of a global IT team.   They will be based in our Rolling Meadows, IL USA headquarters office.

 

Responsibilities include:

  • Review all incoming IT-related requests. Determine, research, and resolve Level 1 and escalate Level 2 and Level 3 issues accordingly
  • Investigate reported technical issues. Determine root cause, possible solutions, and test and implement accordingly.
  • Install, maintain, and troubleshoot endpoint devices such as PCs, smart phones, tablets, printers, and hand-held scanners, mobile user equipment in terms of laptops, smartphones, and connectivity (VPN and Citrix), and warehouse users and IT equipment (i.e., workstations, scanners, and printers).
  • Perform installation, maintenance, and troubleshooting of various client software either manually or via software deployment systems as recommended by central IT standards.
  • Sets up of new hires (PC, telephone set up, and training); provides computer orientation to new and existing staff.
  • Participates in the installation and maintenance of network equipment, servers, cabling, printers, and other IT-related equipment.
  • Maintains records, logs, and reports of assistance through a ticketing system.
  • Assists with office relocations and logical and physical expansion of IT infrastructure (e.g., network-cabling, Internet, and telephone lines).
  • Participates and conducts various user trainings and instruction on technology usage as well as cyber security awareness.
  • Provides support on special IT projects – locally and globally, and confers with the local team as well as central IT in headquarters to develop new approaches or alternatives to ensure that user assistance is being provided effectively and efficiently
  • Become the primary contact point on specifically assigned global IT topics.
  • Develops and maintains well-written technical documentation such FAQs, How-to instructions, and general information.
  • Maintains confidentiality regarding the information being processed, stored, or accessed by the end-users on the network.

 

Qualifications include:

  • Ability to install, configure and maintain computers/tablets, networks and related hardware and software
  • Knowledge of computer and/or network security systems, applications, procedures and techniques and ability to learn and support new systems and applications
  • Ability to identify and resolve computer system malfunctions and operations problems
  • Skill in organizing resources and establishing priorities
  • Excellent customer service, verbal, and written communication skills with ability to communicate technical information to nontechnical personnel
  • Ability to work independently
  • Bachelor’s degree in Computer Science from an accredited college or university; or equivalent experience in the computer science field
  • At least 2 years’ help desk experience in a centralized IT environment with strong technical background supporting PC’s and compatible hardware and peripherals
  • Working knowledge of mobile devices: iOS. Working knowledge of basic networking: LAN/WAN, TCP/IP, DHCP, and DNS.  Working knowledge of Microsoft Domain Services: AD, Print Management
  • System Experience with Microsoft products: Windows 10, Microsoft 365
  • A+ certification or equivalent experience
  • Must speak Spanish. Portuguese and French are not necessary but a plus.

 

 

Our offer 
At RATIONAL you have the opportunity to pursue your tasks independently in an agile working environment and to take responsibility for them. Digital challenges await you, where you think beyond the boundaries of conventional computer science. We give you free rein and trust in your expertise. We support you with individual development plans so that you can continue to develop your knowledge. So, if you’re looking to perform diverse and exciting tasks and create sustainable innovations with a strong team behind you, we will support you. 

Our company 
RATIONAL is the world market and technology leader when it comes to hot food preparation. Innovative high-tech solutions for professional kitchens around the world are what we do best. Our goal is to become even more innovative and help shape the future of our customers. To do this, we need ingenious experts like you!

Are you smart and fully programmed for progress? Then we should get to know each other. Apply via our portal. 
If you have any questions, please contact Erin Demos at e.demos@rational-online.com.
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RATIONAL Cooking Systems, Inc. | 1701 Golf Rd. Suite C-120 Commercium | IL 60008 Rolling Meadows | Vereinigte Staaten (US)