IT Customer Support Specialist at Honeywell

The Purpose of the Role

This role will support the IT Workplace Support Services deliverables within a Honeywell office in Johannesburg through driving consistent end-user IT service operational delivery, you will be required to participate in onsite face-to-face and virtual fashion of end-user IT operational support engagements and provide oversight and management of site IT services using consistent standards, management operating system (MOS) and utilizing Honeywell best practices.   This position will also play an important co-ordination role with corporate IT service owners on the deployment of standard IT service portfolio to advance onsite IT service standardization, plus, global corporate IT initiatives onsite facilitation.

Key Responsibilities

• Provide on-site technical support to end-users including troubleshooting hardware and software issues, network connectivity problems, and peripheral device malfunctions.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment according to corporate standards and policies.
• Respond promptly to IT support tickets and service requests, ensuring timely resolution and minimal disruption to end-users.
• Collaborate with the IT service desk function to escalate complex issues and coordinate resolutions, maintaining detailed documentation of support activities.
• Co-ordinate development, deployment, and on-going management of site-based IT support model for end-users, infrastructure, and applications hosted within the South Africa sites.
• Provide customer-centric IT services to Honeywell sites within South Africa. 
• Drive to improve IT customer support productivity.
• Work in collaboration with corporate IT service owners.
• Effective communication and liaison with end-users at sites within South Africa.
• Support site initiatives related to stronger IT compliance posture, includes licensing, servers, storages, network devices, and security IT awareness improvement.
• Proactively monitor and facilitate incident escalation to ensure minimum resolution time and adequate engagement across IT teams.
• Prioritize and manage multiple tasks and projects simultaneously, adapting to changing priorities and deadlines in a fast-paced corporate environment.
• Uphold confidentiality and data integrity standards, adhering to corporate policies and regulatory requirements for information security and privacy.
• Foster a positive and collaborative work culture, actively contributing to team meetings, knowledge-sharing sessions, and cross-functional initiatives aimed at enhancing IT service delivery and user satisfaction.
• Support expanding IT services and IT processes awareness through enablement training and facilitation.
• Be a role model for the Honeywell code of conduct and Honeywell behaviors.
• Work with cross-functional IT support organization and IT suppliers in the planning and execution of core IT services including, but not limited to: Cyber Safety, IT Audits & Compliance, merger and acquisitions, Cross-Functional IT alignments.
• Coordinate with vendor supplier on systems monitoring, event escalation, root cause / corrective action analyses, disaster outage response and management
• Ensure customer satisfaction targets for site customer feedback are achieved.
• Facilitate roadshow and showcase initiatives and support customer training requirements.
• Travel within Honeywell sites in South Africa: 10%-25% of time.

YOU MUST HAVE

• B.S. Degrees in MIS/Computer Science/Business or equivalent.
• Minimum of 2-3 years of experience in managing and supporting IT site services in multisite environments with high volume of end-users (>100 end-users).
• Good understanding of technical support related experience such as troubleshooting Windows and Mac operating systems, Microsoft Office Suite, email clients, and other business applications.
• Good understanding of IT infrastructure such as networking fundamentals, TCP/IP protocols, and wireless connectivity principles.
• Familiarity with IT service management tools such as ServiceNow.
• Strong English language skills.

WE VALUE

• Strong communication and customer service and support skills
• Ability to listen and to communicate effectively in proactive manner
• Ability to work under pressure with a strong customer centric focus
• Ability to function in a collaborative environment with different teams.
• Ability to take proactive steps in managing problems.
• Ability to provide clear reporting.
• Knowledge of security concepts, and standards.
• Six Sigma certified and ITIL certification is a plus.