Tech Support ll - REQ # 1103 - Mitsubishi Electric US, Inc.

Mitsubishi Electric Trane HVAC US LLC is looking for a Tech Support II in Suwanee, GA.

POSITION SUMMARY:

Reporting to the IT Manager, the Tech Support II is responsible for the successful deployment, operation, and support of all desktops, laptops, mobile devices, printers and peripherals.

The essential functions of the position include, but are not limited to the following:

• Administer and manage the imaging, deployment, performance, maintenance, support, and upgrade of company issued laptops, desktops, mobile devices, computer hardware, software, operating systems. and distributed printers.
• Provide troubleshooting, technical support, and guidance to local and remote users using remote monitoring and management tools.
• Perform root cause analysis and provide solutions to software, hardware, and system problems by researching problems and questions, diagnosing, troubleshooting, and applying available information and resources.
• Troubleshoot issues related to active directory objects including security settings and email profiles.
• Ensure a positive support experience for customers; develop good relationships and trust with company corporate users by exhibiting a professional attitude and a welcoming approach to understanding customers’ problems.
• Work with technical teams and end users to execute and maintain systems that apply industry best practices in achieving business objectives, while ensuring the integrity and security of the data, network, and systems.
• Carry out accurate tracking and documentation of service requests using the internal ticket system to organize and prioritize tickets while ensuring department SLA’s are met.
• Develop and maintain documentation for technology and business processes for end user support.
• Champion the use of Microsoft Office 365 applications across the business to replace “one-off” solutions.

The non-essential functions of the position include, but are not limited to the following:

• Contribute to technical planning, implementation, and support of IT and business information projects as needed.
• Implement improvements in IT Operations and IT support process as needed.
• Performs other job functions as assigned.

Education/Experience/Training:

• Associate degree in Information Technology-related specialty, or related computer or Microsoft certifications.
• 1-2 years of experience in a Microsoft Active Directory environment or in a related area.
• Familiar with the following systems or applications: Active Directory, Microsoft O365 Exchange, Microsoft Intune, Microsoft O365 Applications and Microsoft Edge Browser. Additional desired skills include knowledge of Apple iMac, and Apple iPhone technical support. PDQ Inventory and tools.
• Warehouse Zebra scanners and device support experience helpful. SOTI MDM server helpful.
• Strong Customer Service orientation.
• Ability to communicate effectively with peers, business users, and management.
• Ability to work in a fast-paced environment.
• Ability to perform diagnostics, identify problems, communicate problem resolution and the ability to learn on the job.
• Ability to work independently and in a team-oriented environment.
• Team player demonstrating METUS core values including a desire to win together, deliver excellence, drive sustainability, focus on execution and learn continuously.

The base pay range for this position at commencement of employment is expected to be between $25.00 and $34.38/hour however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including target bonus plans and discretionary awards. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan, as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents. Employees will also receive 80 hours of vacation per year, 56 hours of paid sick leave annually, and 13 paid holidays throughout the calendar year, depending on hire date. Employees may also take up to 12 weeks of paid or unpaid [parental/disability/emergency/etc.] leave, if eligible.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.