IT Specialist Services MX

Requisition ID: 41648

Job Location(s):

Apodaca, MX

Job Description

Purpose:

Deliver world-class IT service and support to the employees of Danfoss, independent of region, country, or site. Ensure end-user satisfaction and business operation by delivering full, end-to-end resolution of incidents and requests. Provide technical support for Danfoss office and manufacturing environments via phone, email, chat, or in-person.

Success Criteria:

• Achieve goals/targets defined as IT KPIs and Global Service Desk KPIs.

• Resolve incidents, service requests, and other tasks within their deadlines.

• Maintain good relationships with business partners and co-workers.

• Demonstrate strong performance and development in all planned objectives.

Key Tasks & Responsibilities:

• Receive, register, and work on user requisitions via phone, email, and other channels, acting as the first and second lines of support.

• Administer users, systems, and user rights in accordance with Danfoss standards.

• Work on and follow up on incidents, service requests, problems, and other tasks that may be assigned.

• Advise, guide, and/or instruct users in the usage of products, systems, and technology (software and hardware).

• Ensure proper escalation and handover of cases from the second line to the correct expert (third line).

• Provide general local on-site and hands-on IT support.

• Support global/regional IT projects by coordinating local activities with other IT areas.

• Identify errors and perform root cause analysis to deliver high-quality IT solutions. Create high-quality documentation of systems, processes, and error resolutions.

• Ensure compliance with security policies as described in Danfoss Corporate Standards related to PC clients and other Danfoss IT systems, and report any breaches to Danfoss Security.

Required Competencies:

• Exceptional service and customer mindset.

• Problem solver with good troubleshooting skills.

• Strong communication skills.

• Ability to work in a global and ever-changing environment.

• Capable of working independently but also a good team player.

• Self-driven and able to take ownership of tasks and see them through to completion.

• In-depth understanding of PC architecture and basic understanding of IT infrastructure concepts.

• Knowledge and experience in ITIL.

• Technical experience supporting users globally in 1st and 2nd line support.

• Technical experience supporting IT hardware and software, including but not limited to Microsoft products and solutions such as Windows OS, Office, and Outlook in a Microsoft Exchange environment, Skype for Business, Cisco Unified Communications, mobile management solutions, network connectivity, and infrastructure.

Education & Experience:

• 2-year degree in an IT-related field + 3-5 years of experience OR

• Bachelor’s degree in an IT-related field + 2-3 years of experience

Danfoss – Engineering Tomorrow

At Danfoss, we are engineering solutions that allow the world to use resources in smarter ways - driving the sustainable transformation of tomorrow. No transformation has ever been started without a group of passionate, dedicated and empowered people. We believe that innovation and great results are driven by the right mix of people with diverse backgrounds, personalities, skills, and perspectives, reflecting the world in which we do business. To make sure the mix of people works, we strive to create an inclusive work environment where people of all backgrounds are treated equally, respected, and valued for who they are. It is a strong priority within Danfoss to improve the health, working environment and safety of our employees.

Following our founder’s mindset “action speaks louder than words”, we set ourselves ambitious targets to protect the environment by embarking on a plan to become CO2 neutral latest by 2030.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected category.

Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.

Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.

Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 42.000 people, serving customers in more than 100 countries through a global footprint of 95 factories.

Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.

Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.

Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 42.000 people, serving customers in more than 100 countries through a global footprint of 95 factories.