Service Support Specialist I

Snap-on; Kenosha (WI); On-site; USD 42,000 - 56,000; Full time

Job summary

Snap-on Incorporated in Kenosha, Wisconsin, seeks a Service Support I Specialist in its IT Department. The role provides IT technical support for end users over the phone, handling Level 1 issues, applications, connectivity, and mail problems in a technical call center.

The person will escalate unresolved issues to internal Snap-on resources as required and support employees and franchisees as needed.

Qualifications

• Install and troubleshoot network wireless cards from multiple vendors.
• Understand software firewalls and configuration.
• Excellent communication, organization, and documentation skills.
• Understand call queues and escalations.
• Knowledge of web technologies.
• Troubleshoot moderate PC problems.
• Basic understanding of synchronization utilities and remote assistance tools, such as GoToAssist or GoToMyPC.
• Knowledge in MS Office applications, Windows 10, and IE/Chrome/Firefox experience.
• Flexible work schedule (7:00am-9:00pm rotating late shift).

Responsibilities

• Provide Level 1 IT support for end users over the phone.
• Resolve application and connectivity issues, mail issues.
• Escalate unresolved issues to internal Snap-on resources as required.
• Support employees and Snap-on Franchisees as needed.

Skills

Wireless networking

Firewall configuration

Communication

Call queues & escalations

Web technologies

PC troubleshooting

Remote access tools

MS Office & Windows

Shift flexibility

Tools

GoToAssist

GoToMyPC

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

This person must have:

• 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 GoToMyPC
• Knowledge 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)