Senior IT Support Specialist at Volvo Group

Position Description

The main purpose of the job is to provide support to the business in using applications and services and contributes to maintaining and operating our end user and onsite services. The Support Specialist IT will provide support either remotely (e.g. Service Desk, User Administration, User Requests) or locally (Factory Support, Desk Side Support).
 The Support Specialist IT will be involved mainly in Incident management, Request management and Change management.
 
Reporting: This position will report to the General Manager IOS.
 
 Job Objectives:

• Work within the guidelines and routines defined for the product or assignment.

• Work to ensure relevant KPI/PI’s goals for the team they are working with are met for the product or assignment.

• Provide the end user the support that is agreed upon.

• Provide information to end users in the event of operational disturbances.

• Act as action owner of the cases or orders they are assigned to.

• Determine and assign correct priority on created or received cases and act according to given instructions.

• Escalate cases to other support functions when necessary.

• Perform incident resolutions and request fulfilments.

• Contribute to the identification and escalation of problems in supported services and solutions.

• Contribute to knowledge management and the documentation of errors and known work arounds.

• Follow the requirements concerning Information Security described in Volvo’s Security Handbook.

• Utilize and contribute to Volvo’s Knowledge Management System.

• Support 2nd and 3rd line teams with problem identification and resolution.

Job Specific Requirements:
Job Knowledge:

• Performing routine activities and a range of varied work activities in a variety of structured environments.

• Absorbing technical information when it is systematically presented and applying it effectively.

• Applying a rational and organized approach to work.

• Contributing to routine incident/event resolutions.

• Awareness of standards and processes.

• Participate in technical discussions.

Job Related Skills:

• Coaching skills.

• Verbal / Written communications and Presentation skills.

• Cross functional collaboration skills.

• Planning / Organising skills.

• Management and Leadership skills.

• Negotiation skills.

• Initiative, innovation and forward thinking.

• Working in a Team.

Job Experience:

• 3 years in an operational IT environment.

• Server Management.

• Windows 7 and 10.

• Windows Server 2008 and 2012.

• VIP, ESS, Kronos.

• Support experience in the most common services and solutions provided by Group IT.

• Experience interacting with end user.

Education:

• Grade 12 or IT related qualification

Key competencies:

• Strong attention to detail and focus on being thorough in all work areas.

• Applying Expertise and Technology.

• Planning and Organising tasks and projects.

• Persuading and Influencing.

• Deciding and Initiating Action.

• Presenting and Communicating Information.

• Relating and Networking.

• Coping with Pressures and Setbacks.

• Creating and Innovating.