Technician II, Technology Support

UPS Supply Chain Solutions; Richwood (LA); On-site; USD 70,000 - 110,000; Full time

Job summary

UPS Supply Chain Solutions, Inc. is seeking an IT delivery leader to oversee the execution of customized solutions and organizational initiatives, leveraging root-cause analysis, KPIs, and SLAs.

You will coordinate cross-functional teams and partner vendor relationships to deliver exceptional customer experiences for IT services, support, and project deployments. Responsibilities include cost and staffing management, asset and security oversight, and providing technical training to teams and

Qualifications

• U.S. citizen or national or work authorized to work in the U.S.
• IT fundamentals and ability to work with tickets and incidents.
• Good communication and organizational skills for cross-functional support.
• Experience managing a high volume of support tickets is a plus.

Responsibilities

• Oversee execution of customized IT solutions and initiatives using root-cause analysis, KPIs, and SLAs.
• Lead delivery of customer experience for IT services, support, and project deployments.
• Manage costs, staffing, equipment, and security of IT resources; provide training to teams and customers.
• Collaborate with customers through face-to-face engagement and proactive project tracking.

Skills

Net+ Cert

A+ Cert

Communication/Organizational Skills

Experience handling high volume ticket

Job description

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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

Ensures the successful execution and implementation of customized solutions and organizational initiatives by leveraging advanced root cause analysis, reporting, key performance indicators (KPIs), service level agreements (SLAs), internal cross-functional teams, and partner vendor relationships. Leads, manages, and coordinates the delivery of an exceptional customer experience for all information technology services, support, and project deployments. Responsible for the daily management of cost, staffing, equipment inventory, system compliance, safety, and security of organizational resources (hardware, software, automation, and network infrastructure). Provides technical training and development to departmental resources and customers. Actively plans, monitors, and adjusts expenses to meet and exceed financial expectations and organizational metrics. Applies approved principles for evaluating and setting goals and measures to deliver results. Establishes and maintains professional working relationships with customers through face-to-face engagement, collaboration, and consultative interactions. Utilizes technology to effectively initiate, deploy, and track projects and support services 24x7.

NICE TO HAVES

• Net+ Cert
• A+ Cert
• Communication/Organizations Skills
• Previous experience managing high volume number of support tickets.

Performs technical, analytical, or maintenance work. Typically, knowledge is gained through a combination of formal education in a vocational or technical degree program and on-the-job training.

Requires working knowledge and skills to perform a defined set of analytical, scientific, or operational processes. Applies experience and skills to complete assigned work within own area of expertise. Works within standard operating procedures and/or scientific methods. Works with a moderate degree of supervision.

Schedule:

T-Saturday 4am-12:30pm

Grade: A13

Last day for internals to apply 11/18

Employee Type:

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Other Criteria:

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

Basic Qualifications:

Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.