Technical Support Specialist (NE)

DP World; Middletown Township (PA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Market-competitive compensation package

Job summary

DP World is seeking a Technical Support Specialist in Middletown, PA to solve technical problems and provide support for assigned areas. The ideal candidate will have a Bachelor’s in Computer Science and at least two years of related experience.

Key responsibilities include providing diagnostic support, creating work instructions, and participating in global support on-call rotation. Excellent communication and organizational skills are essential for success in this role.

Qualifications

• Minimum of two years related work experience in a technical support position.
• Ability to create and document processes.
• Strong understanding of network protocols and server hardware.

Responsibilities

• Implement standards for system and network support.
• Provide second level diagnostic support.
• Create and update work instructions.
• Participate in global support on-call rotation.

Skills

Technical troubleshooting

Communication skills

Organizational skills

Problem-solving

Attention to detail

Education

Bachelor’s in Computer Science

Tools

Desktop hardware

Operating systems

Network systems

Job description

Technical Support Specialist: Are you knowledgeable about computer systems, electronic systems, and software applications? Can you educate people, answer questions, and troubleshoot any related problems about technology-based products and services? We are looking for a Technical Support Specialist, based in Middletown, PA, to solve technical problems and provide support for all assigned areas.

How you will contribute

• Responsible for implementing standards as established by the system and network engineering teams in regard to planning and supporting the plants in the areas of desktop, WAN, LAN, servers, and disaster recovery.
• Provide second level diagnostic support to the System and Network Engineering Teams and the Service Desk in supporting the plants as it relates to desktops, WAN, LAN, and servers and capture site‑specific network, server, and end‑device documentation.
• Creates / updates work instructions for new tasks or as the steps for existing tasks are modified, ensuring all documentation is in the proper format and stored in the location identified by the TSS team lead.
• Participate in global support on‑call rotation to support the various geographic syncreon plants and locations, and is also available during on‑call support. Answers the telephone when called and is able to connect to the syncreon network within 10 minutes of notification.
• Monitors emails for alert notifications from the service desk and resolves or escalates these as required.
• Provides change management support during the weekend when on call.
• Participates, enforces, and follows syncreon’s change, incident, and problem management processes and escalates, where required, to the Service Desk following the predefined escalation procedure.
• Adheres to syncreon’s security process, proactively identifying security issues and escalating these to the TSS team lead or appropriate manager, as well as syncreon’s purchasing processes ensuring that all IT equipment is properly tracked throughout the hardware lifecycle.
• Provides onsite support for new site launches and server / network refreshes.
• Other duties as assigned.

Your Key Qualifications

• A bachelor’s in computer science or a combination of equivalent professional training and certifications, combined with a minimum of two years related work experience in a position(s) with increasing responsibility and supervisory duties may be accepted.
• Solid attention to detail and the ability to create and document processes and procedures.
• Good verbal and written communication skills with internal IT colleagues, business leaders, and external audit community.
• The ability to work within a very demanding environment and handle stress in a positive manner while maintaining a high degree of confidentiality.
• Excellent organizational and problem‑solving skills.
• Ability to handle multiple tasks.
• Strong written and verbal skills in English.
• A strong understanding and working knowledge of desktop hardware, operating systems and software.
• A good understanding of network systems and protocols as well as server hardware and operating systems.

Compensation

DP World offers a market‑competitive compensation package. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self‑development within an informal atmosphere.