Job description

Your Job

The Technical Support Specialist will be part of a global team that supports all the users of the business units of Koch. The following services will be provided as part of this catalog item:

Act as an escalation point for Service Desk for all complex issues
Take ownership to resolve tickets in timely manner
Collaborate with other resolver teams for faster resolution of the issues

How will this role prepare me for career growth?

This role will help build your technical knowledge and the application of MBM while providing enterprise-wide solutions. Our environment is team-orientated, welcome to challenging status quo; both operational and innovation focused. It will provide you with an opportunity for career advancement internally based on your skills, talents & aspirations. You will also receive exposure to and ability to gain better understanding of our Koch Companies.

Our Team

The Koch Global Solutions (KGS) Customer Service Organization is seeking a Technical Support Specialist to join our team! In this position, you will be responsible for providing a consumer-focused service leveraging your passion for IT. You will be empowered to innovate and challenge the status quo to provide enterprise-wide solutions. This role provides both hands on and remote support of complex issues within the enterprise of Koch Industries.

What You Will Do

Diagnose & troubleshoot all IT related issues for Desktops, Laptops, Mobiles through remote access
Hands on experience on Installation, configuration and troubleshooting Office 365 products, VPN, wireless, mobility
Troubleshooting issues related to hardware, network connectivity, printers, and software applications.
Working knowledge on Active Directory, group policies, Share drive, DNS, Network Permissions
Handling new software standard exception requests.
Coordinating with service providers to solve other IT infrastructure issues.
Ensure compliance with all Koch policies & procedures in all related areas.
Troubleshooting for known errors and workarounds
Provide guidance based on documented IT policy and procedures.
The administration of business specific applications.

Who You Are (Basic Qualifications)

4+ Years’ experience in IT customer service managing Global users
Experience deploying software & troubleshooting complex IT issues
Experience with MS operating systems & applications
Excellent documentation, collaboration, and organizational skills
Strong command of the English language including comprehension, written, and verbal communication
Passionate about finding ways to eliminate waste from manual processes and non-standard solutions
Ability to apply critical thinking and good judgement in day-to-day activities
Consistently manage their time to complete their base responsibilities and extra initiatives simultaneously
Seeks to understand ours and our customers’ business needs/challenges, solves those problems & provides positive consumer experience though interactions
Passion for change and open to challenging processes

What Will Put You Ahead

An individual that embraces teamwork and encourages breaking down cross-team and business barriers.
Experience with Data Reporting/Data Analytics
Experience with ServiceNow, SCCM, Cloud Voice, Azure AD, PowerShell scripting or other software deployment tools
Ability to support in French, German, Spanish, or Polish

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Who We Are

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At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.

“Koch is proud to be an equal opportunity workplace”