Sr. Support Systems Tech

Are you looking for more?
 

At Mohawk Industries, we’re committed to more – more customer solutions, more process improvements, more sustainable manufacturing and more opportunities for our team.

As a Fortune 500, global flooring leader with some of the best-known brands in the industry, Mohawk is a great place to start or develop your career with an emphasis on more of what’s important to you. Whether you want to lead more, innovate more, learn more or create more, you can find your more with Mohawk.

What we're looking for:
The Support Systems Tech is an IT contributor who works to maintain the IBM / AS400 platform and solve Support Systems and Help Desk problems. This role provides first-level technical support in a positive, professional manner to a geographically dispersed client community.

What you'll do: 

• Monitors consoles for error messages.
• Monitors batch jobs.
• Opens problem tickets and initiates escalation procedures when error conditions occur by notifying the responsible group.
• Use the IT Service Management ticketing system to open and track requests, incidents, and problems. They retain ownership of the tickets they open and escalate to the second-level technician as needed.
• Maintain accuracy and relevancy of the knowledge management database by making frequent updates and new submissions.
• Develop an understanding of critical business systems and processes.
• Use best judgment to set Incident priority and invoke problem escalation procedures to coordinate recovery.
• Provide customers with guidance in using the security request system and provide the status of requests. 
• Make escalation decisions based on workload volume and urgency to maintain balance while best serving the customer.
• Participate in self-paced training and ongoing certifications to enhance skill set and further professional development.
• Perform other duties as needed.

What you have:

• 5+ years of applicable experience as a Computer Operator on the IBM / AS400 platform.
• Experience in Windows, MS Word, MS Excel, Mainframe, TSO (ISPF & SDSF), CICS, & Info-Pac. 
• Working knowledge of Vision Results, American Printware, and BARR software is a plus.

What you're good at:

• Excellent communication, problem-solving, and organizational skills.
• Able to multitask, prioritize, and manage time effectively.
• Able to follow verbal and written instructions.
• High level of integrity and discretion in handling sensitive and confidential data
• Proficient in using Microsoft Office Suite products.

Mohawk Industries is a leading global flooring manufacturer that creates products to enhance residential and commercial spaces around the world. Mohawk’s vertically integrated manufacturing and distribution processes provide competitive advantages in the production of carpet, rugs, ceramic tile, laminate, wood, stone and vinyl flooring. Our industry-leading innovation has yielded products and technologies that differentiate our brands in the marketplace and satisfy all remodeling and new construction requirements. Our brands are among the most recognized in the industry and include American Olean, Daltile, Durkan, IVC, Karastan, Marazzi, Mohawk, Mohawk Home, Pergo, and Quick-Step. During the past decade, Mohawk has transformed its business from an American carpet manufacturer into the world’s largest flooring company with operations in Australia, Brazil, Canada, Europe, India, Malaysia, Mexico, New Zealand, Russia and the United States.

Mohawk Industries, Inc. is an Equal Opportunity Employer including disability/veteran committed to an inclusive workplace and a proud Drugs Don’t Work participant.