Service Support Specialist I

Snapon; Kenosha (WI); On-site; USD 25,000 - 33,000; Full time

Job summary

Snap-on Incorporated in Kenosha, Wisconsin, seeks a Service Support I Specialist in its IT Department to provide frontline IT support to employees over the phone for several applications.

This temp-to-hire role handles Level 1 issues, application and connectivity problems, mail issues, and documentation, with escalation to internal resources as required. The ideal candidate will rotate late shifts and maintain clear communication and thorough records.

Qualifications

• Ability to install and troubleshoot wireless network cards.
• Understand software firewalls and configuration.
• Excellent communication, organization and documentation.
• Understand call queues and escalation processes.
• Knowledge of web technologies.
• Basic PC troubleshooting skills.
• Basic understanding of remote assistance tools (e.g., GoToAssist/GoToMyPC).

Responsibilities

• Provide Level 1 IT support to end users by phone.
• Resolve issues related to applications, connectivity, and mail.
• Escalate unresolved issues to internal resources as required.

Skills

Network troubleshooting

End-user support

Documentation

Call center skills

Windows 10/Browsers

Remote assistance tools

Flexible schedule

Job description

Overview

Snap-on Incorporated is seeking a Service Support I Specialist in its IT Department, in the Kenosha, Wisconsin General Office. This person will provide I/T technical support for end users on several applications over the phone. This position is a temp to hire role in a technical call center.This resource will handle support calls that come directly from employees of Snap-on and Snap-on Franchisees. They will resolve Level 1 support issues, application and connectivity issues, mail issues, etc. For issues the resource cannot resolve, they will engage/escalate to internal Snap-on resources as required.

Qualifications

• The ability to install and troubleshoot network wireless cards from multiple vendors
• The ability to understand software firewalls and configuration
• Excellent communication, organization, and documentation skills
• The ability to understand call queues and escalations
• Knowledge of web technologies
• The ability to troubleshoot moderate PC problems
• A basic understanding of synchronization utilities and remote assistance tools, such as GoToAssist or GoToMyPCKnowledge in MS Office applications, Windows 10, and IE/Chrome/Firefox experience
• A flexible work schedule (coverage ranging between 7:00am - 9:00pm with ability to rotate late shift)