Sr. Support Systems Tech

Sr Support Systems Tech

     Find your more with Mohawk!
 

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

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. Come find your “more” with Mohawk!

What we need:

The Support Systems Tech is an entry level contributor that works to 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:

• Provide daily technical and user support for the determination, resolution, or escalation of technical problems related to Windows environments and applications, electronic mail, enterprise applications and databases, security issues, desktop hardware/software, server hardware/software, and production equipment related issues.
• Provide application support for popular PC applications.
• Troubleshoot problems using desktop remote control products where possible and thoroughly documents all services provided.
• Use the IT Service Management ticketing system to open and track requests, incidents, and problems. Retain ownership for the tickets they open and escalates to 2nd level technician as needed.
• Maintain accuracy and relevancy of 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 security request system and provide status of current 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:

• Bachelor’s degree in a related field preferred.0-2 years’ relevant experience OR equivalent combination of education and experience.
• Technical knowledge of PC diagnostics and strong familiarity with the Microsoft Windows platform and Microsoft Office applications.
• Industry standard certifications (A+, ITIL v3 Foundations, HDI Analyst, Network+, MCP, CCNA, CCNP, etc.) a plus

What you’re good at:

• Applies conceptual knowledge of the theories, practices, and procedures within a discipline.
• Excellent communication, problem solving, and organizational skills.
• Able to multitask, prioritize, and manage time effectively.
• High level of integrity and discretion in handling sensitive and confidential data
• Proficient 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.