Technical Support Specialist

Company: LyondellBasell
Location: Westlake
Posted on: March 17, 2023

Job Description:

LyondellBasell


Basic Function

Deliver IT restoration services remotely, when possible, to the LyondellBasell employee base on all hardware and IT equipment (including but not limited to PC, IP Phones network equipment, servers and printers) to ensure optimal Site IT performance. The person will also troubleshoot problem areas (by telephone, or via remote access when possible) in a timely and accurate fashion and provide end-user assistance for submitted work requests as required. The primary result is that information technology systems are accessible and perform at agreed to service levels (SLA) so that people are connected with the right information at the right time to enable better, faster decision making throughout the enterprise.


Essential Functions

Champion the IT support model for standard computing devices.

• Ensure all incidents and requests from assigned sites are captured in the corporate service management system.
• Follow and champion corporate procedures for escalation of unresolved incidents/ requests to the appropriate internal IT teams.
• Engage and manage external partners to provide optimized last mile support for time bound incident response, and forecasted IT projects. (i.e. Server and network upgrades with limited remote support from Corporate IT groups)
• Provide timely and accurate updates to hardware assets using corporate service management system. Deliver enterprise level IT services to internal customers.
  • Take ownership, manage and prioritize all IT issues for assigned customer base in a geographical dispersed region from the first report to the final resolution.
  • Maintain a high level of communication with the customer to include prompt and accurate information on the status of their incident/request.
  • Provide detailed instructions to the client via phone, email, and chat, until their incident has been resolved.
  • Be self-directed and highly motivated to meet the needs of a demanding customer base across a geographically dispersed region. (Travel between regional company sites required based on region working in.)
  • Facilitate regular knowledge transfer/ training sessions with the customer. (One on one and with new hire orientation and rollouts of new products to customer.)
  • Identify and resolve gaps between user and support organizations that inhibit the optimization of the end user computing environment. (For both immediate workaround resolutions, and to assist in root cause analysis)
  • Represent the customer base to ensure quality issues with IT offerings are being tracked, prioritized, resolved, and incorporated into future IT systems and platforms.
  • Champion the creation of Knowledge Base articles to facilitate first call resolution by the Service Desk / Global Field Services teams.
  • Utilize and champion the LyondellBasell process for engaging the Product Teams for advanced support and guidance. Facilitate connecting Product Teams and Manufacturing Site Partners with the customer.
  • Basic understanding of Manufacturing processes and familiarity of associated safety and risks Collaborate at a high level with peers and other IT teams to ensure a consistent approach to incident and problem resolution is maintained throughout the organization.
    • Ensure the Field Services Technical Support Manager is updated on a regular and consistent manner on local activities and issues.
    • Author knowledge base articles, IM with others in IT, and create post incident reports.
    • Stay current on industry offerings for providing optimized local and remote end user support. Must be able to identify process improvements.
    • Facilitate knowledge transfer sessions with other Global Field Services team members.
      
      
      Roles & Responsibilities
      
      
      
      • Perform analysis and diagnostics of problems and implement corrective solutions for end users
      • Provide on-site or remote technical support services for end users and act as next level escalation point which are not first call resolved through the IT Service Desk.
      • Install, configure, test, maintain, and troubleshoot end user workstations, IP Phones and related hardware and software.
      • Assist with server, network and audio/video equipment installations, troubleshooting and movement of existing equipment of these types when necessary
      • Assist with troubleshooting mobile devices for on-site and/or travelling users
      • Escalate unsolved issues to tier 3 support team
      • Document the situational facts, activities, communication and agreements during troubleshooting activities.
      • Coordinate third party vendors for on-site maintenance and/or incident visits
      • Execute end user workstation, IP Phones and related hardware lifecycles
      • Assist with server, network and audio/video equipment lifecycles
      • Manage equipment inventory and keep administration of all equipment, their location and status.
      • Perform physical asset validation
      • Educate others on IT best practice procedures
      • Coordinate and perform end-user training for special IT projects
      • Represent IT to the business for delivery of IT services at our sites
      • Communication and coordination with the business regarding IT cost transparency and potential savings
      • Work assigned shifts and off-duty, on-call shifts as required
      • Participate in small short-term projects supporting business activities, technology upgrades, rollouts, etc.
        
        
        Min. Qualifications
        
        
        
        • Bachelor's degree in Computer Science, Management Information Systems or Business with up to two (2) years relevant experience, or a non-degreed professional with a high school diploma or GED and three (3) plus years relevant experience in a manufacturing environment or similar.
        • Above average communication and customer service skills.
        • Analytical thinker able to resolve complex problems in a high impact environment.
        • Advanced knowledge of remote support processes and technologies.
        • Knowledge of industry standard security models.
        • Advanced knowledge of the Microsoft desktop computing environment including industry standard support tools and techniques.
        • Proven problem solver supporting basic IT infrastructure, including endpoint management, advanced device connectivity troubleshooting, and basic networking.
        • Experience configuring and supporting PCs, and mobile devices.
        • Be able to work effectively with remote management, and follow directions and training provided.
        • Be available for full 8 hour days and have flexibility to work over or nights and weekends when necessary. #LI-SS1 #LI-Hybrid
          
          
          Preferred Qualifications
          
          
          
          • Experience with Office 365 and Microsoft Azure strongly preferred.
          • A+ Certification
          • ITIL Basics
          • Dell Certification
            
            
            Competencies
            
            Builds effective teams
            Collaborates
            Cultivates innovation
            Customer focus
            Demonstrates courage
            Drives results
            Ensures accountability
            Instills trust and exemplifies integrity
            LyondellBasell (NYSE: LYB): As a leader in the global chemical industry, LyondellBasell strives every day to be the safest, best operated and most valued company in our industry. The company's products, materials and technologies are advancing sustainable solutions for food safety, access to clean water, healthcare and fuel efficiency in more than 100 international markets. LyondellBasell places high priority on diversity, equity and inclusion and is Advancing Good with an emphasis on our planet, the communities where we operate and our future workforce. The company takes great pride in its world-class technology and customer focus. LyondellBasell has stepped up its circularity and climate ambitions and actions to address the global challenges of plastic waste and decarbonization. In 2022, LyondellBasell was named as one of FORTUNE Magazine's "World's Most Admired Companies" for the fifth consecutive year. For more information, please visit www.lyondellbasell.com or follow @LyondellBasell on LinkedIn.
            Must be at least 18 years of age and must be legally authorized to work in the United States (US) on a permanent basis without visa sponsorship.
            LyondellBasell does not accept or retain unsolicited r--sum--s or phone calls and/or respond to them or to any third party representing job seekers.
            LyondellBasell is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, and other protected characteristics. The US EEO is the Law poster is available here.
            
            Nearest Major Market: Lake Charles

Keywords: LyondellBasell, Lake Charles , Technical Support Specialist, Other , Westlake, Louisiana