This Tech Support role internally titled "Tech Partner" will be responsible for a wide array of support services at assigned Schneider Electric facilities.
Responsibilities:
Create, Receive, Monitor, Maintain and Resolve work tickets
Imaging, Setup, and Support of computer(s), monitor(s), mobile device(s)
Maintain on-site presence at designated service locations to support end users
Software installation, support and make sure it is compliance with Schneider standards
Perform pro-active and on-demand health check of IT systems including, but not limited to: printers, copiers, fax machines, scanners, and video conference equipment
Training end users on how to operate office automation equipment as requested
New hire orientation including show user how to work on IT assets daily basis, debrief Schneider policy(s) such as security policy, usage etc
Hardware platform troubleshooting and management
Software platform troubleshooting and management
Perform secure password management for all provided passwords
Support access to corporate network/wireless and applications (both on network as well as over VPN)
Coordinate execution of tasks with guidance from Service Desk representatives or other IT support groups
Manage IT inventory of in-house stock, such as moving, sorting, cleaning, stocking
Identify, gain approval, and enter all project(s) as assigned by your manager into project tracker
Assist with different regional projects for designated service locations, act as local hand and feet support
Other duties as assigned by your manager
Expected Behaviors and Support Model Process
Tech Partners that work at the same site support the local user group and share and monitor the same ticket queues including but not limited to: Onsite Support US L2 / NAM L2 / CA L2 / MX L2 / Legacy ticket queue(s). Tickets must always be updated with a status.
Tech Partners will serve as each other's backup support when they are away from the office and it is their responsibility to update the backup Tech Partner with their status, including updates to the worklog from any applicable tickets. In addition, they will keep their manager informed of any planned and unplanned type of leave to make sure there is proper support and coverage.
Both Tech Partners have equal responsibility to manage IT assets and support IT assets in the assigned location. The facility will notify both Tech Partners by email regarding all IT assets. A ticket will need to be assigned prior to asset delivery. The Tech Partner will reply to the facility to then request the assets be delivered / pickup to their desk.
Tech Partners will share equal ADM permission to support users and facilitate the needs that come from infrastructure and operational teams in the facility.
Tech Partners will have the same physical access to the MDF / IDF / other area(s) such as conference room(s), storage room(s) etc to perform as required by their duties.
Tech Partners will be involved in alternative local and regional project task as assigned and upon approval by their manager.
Tech Partners will collaborate with each other in troubleshooting & resolving any issue(s) such as scope and resolution in a productive and respectful manner prior communicate with our customers.
Tech Partners will demonstrate professionalism in all support related matters.
Qualifications and Experience:
Experience in providing deskside support and technical assistance to end users in a corporate environment.
Proficiency in imaging, setting up, and supporting computers, monitors, and mobile devices.
Strong understanding of software installation and compliance with company standards.
Ability to perform proactive and on-demand health checks of IT systems, including office automation equipment.
Proficient in hardware and software platform troubleshooting and management.
Experience in managing IT inventory and coordinating tasks with IT support groups.
Knowledge of secure password management and supporting access to corporate networks and applications.
Strong communication and collaboration skills to work effectively with other Tech Partners and IT support teams.
Ability to demonstrate professionalism and provide support in a respectful manner.
Additonal Role Factors:
This role requires the physical ability to move equipment up to 50 lbs, perform tasks such as crawling under desks, running cables, work in both a technical laboratory setting and an office environment. Physical tasks are an integral part of the role alongside office support responsibilities.
Onsite in Andover, MA 5 days per week.
Looking to make an IMPACT with your career?
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IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.
We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.
Become an IMPACT Maker with Schneider Electric - apply today!
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You must submit an online application to be considered for any position with us. This position will be posted until filled.
Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. This extends to our Candidates and is embedded in our Hiring Practices.
You can find out more about our commitment to Diversity, Equity and Inclusion here and our DEI Policy here
At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here
Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.This Tech Support role internally titled "Tech Partner" will be responsible for a wide array of support services at assigned Schneider Electric facilities.
Responsibilities:
Create, Receive, Monitor, Maintain and Resolve work tickets
Imaging, Setup, and Support of computer(s), monitor(s), mobile device(s)
Maintain on-site presence at designated service locations to support end users
Software installation, support and make sure it is compliance with Schneider standards
Perform pro-active and on-demand health check of IT systems including, but not limited to: printers, copiers, fax machines, scanners, and video conference equipment
Training end users on how to operate office automation equipment as requested
New hire orientation including show user how to work on IT assets daily basis, debrief Schneider policy(s) such as security policy, usage etc
Hardware platform troubleshooting and management
Software platform troubleshooting and management
Perform secure password management for all provided passwords
Support access to corporate network/wireless and applications (both on network as well as over VPN)
Coordinate execution of tasks with guidance from Service Desk representatives or other IT support groups
Manage IT inventory of in-house stock, such as moving, sorting, cleaning, stocking
Identify, gain approval, and enter all project(s) as assigned by your manager into project tracker
Assist with different regional projects for designated service locations, act as local hand and feet support
Other duties as assigned by your manager
Expected Behaviors and Support Model Process
Tech Partners that work at the same site support the local user group and share and monitor the same ticket queues including but not limited to: Onsite Support US L2 / NAM L2 / CA L2 / MX L2 / Legacy ticket queue(s). Tickets must always be updated with a status.
Tech Partners will serve as each other's backup support when they are away from the office and it is their responsibility to update the backup Tech Partner with their status, including updates to the worklog from any applicable tickets. In addition, they will keep their manager informed of any planned and unplanned type of leave to make sure there is proper support and coverage.
Both Tech Partners have equal responsibility to manage IT assets and support IT assets in the assigned location. The facility will notify both Tech Partners by email regarding all IT assets. A ticket will need to be assigned prior to asset delivery. The Tech Partner will reply to the facility to then request the assets be delivered / pickup to their desk.
Tech Partners will share equal ADM permission to support users and facilitate the needs that come from infrastructure and operational teams in the facility.
Tech Partners will have the same physical access to the MDF / IDF / other area(s) such as conference room(s), storage room(s) etc to perform as required by their duties.
Tech Partners will be involved in alternative local and regional project task as assigned and upon approval by their manager.
Tech Partners will collaborate with each other in troubleshooting & resolving any issue(s) such as scope and resolution in a productive and respectful manner prior communicate with our customers.
Tech Partners will demonstrate professionalism in all support related matters.
