Senior Support Specialist IT
Monterrey, NLE, MX, 64450
Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.
Infrastructure and Onsite Services (IOS)
Group IT – Infrastructure and Onsite Services is a global unit consisting of approximately 1200 employees and consultants in most of the Volvo Group’s locations. The mission of the IOS unit is to ensure that Volvo businesses are provided with the right end-user tools and services at agreed quality and to an optimal cost. At factories, warehouses and small sites IOS also facilitates infrastructure demand liaison and delivery execution for IT services through local presence and in partnership with global providers.
Onsite Americas
Onsite Americas is a regional function consisting of more than 100 employees and consultants in all of the Americas. This function is responsible for onsite deliveries in this region, working in close co-operation with other IOS/Solution Delivery Unit functions.
What you will do
Onsite IT Support Specialists are assigned support tasks via ticketing system (Service NOW aka SNOW) and are expected to understand and prioritize responses. In addition to break/fix activities, IT support specialists are also expected to drive continuous improvements to IT services impacting assembly operations using our internal Volvo Production Systems (VPS) methodologies. This position performs analytical, technical, and administrative work in efforts to support local end-users, remote end-users, and production lines. Additionally, this position utilizes global processes to achieve the end results. The IOS Onsite goal is to achieve total end-user satisfaction for technical issues by possessing exceptional customer service skills, work overtime, and most importantly work as a team.
• Deliver and Support infrastructure solutions required by the business and according to Group IT service and product standards
• Become a well-rounded member of the onsite team by being able to perform multiple functions within the group…..2nd level support functions.
• Work within the guidelines and routines defined for the service or On Behalf Of (OBO) assignment.
• Drive the identification and escalation of problems in supported services and solutions.
• Secure preventive maintenance and pre-checks to keep quality of services.
• Follow cyber-security requirements and raise security issues were discovered.
• Contribute to knowledge management and the documentation of errors and known workarounds.
• Execute time critical support of industrial IT solutions
• Collaborate with global support technicians in troubleshooting and resolving infrastructure and end-user problems, in addition to using all available resources such as personal skills, vendor documentation, and online knowledge bases
• Use delegated authority from global operations teams to manage local infrastructure solutions
• Provide constant communication/feedback to end-users to understand their requirements and setting the appropriate expectations.
• Install and configure Client systems (Hardware, software, applications, communications, printers, and peripherals), and deploy new machines.
• Have a good understanding of Apple and Android cellular devices for configuration and support.
• Have good understanding of LAN connectivity (wired & WiFi) in support of existing infrastructure and multiple sites, locally and remote
• Assist PC Users in utilizing PC applications for office & factory automation and to solve business problems.
• Perform scheduled/unscheduled upgrades to machines in order to maintain a safe & secure network due to O/S vulnerabilities and virus outbreaks.
• Image & configure new and existing machines to end-user expectations.
• Ability to produce documentation for Knowledgebase solutions
• Tickets are assigned to Onsite IT Support Specialists; prioritization is always towards IT issues on the factory floor.
• Continuous improvements are a focus of the team. We use Kaizen’s to drive those improvements
Expected Schedule
• Standard working hours of 8 am to 5 pm, Monday through Friday. This is 100% an onsite position.
• Depending on business conditions/demand, working hours may include overtime and on-call responsibilities.
• Some travel required.
Who are you?
Do you dream big? We do too, and we are excited to grow together. In this role, you will bring:
• A dedication to delivering customer value
• Ability to build effective relationships
• Strong communication skills; must be proficient in oral and written communication in English
• The ability to work patiently with end users who are frustrated and need issues to be resolved quickly or helpful guidance with using the solutions
• Open to change and enjoys the challenge of unfamiliar tasks
• Broad IT background
Physical demands
• Moving of printers and computers up to 50 lbs.
• Ability to work on, around, and under furniture within the office
Education Required
Bachelor’s Degree in Computer Information Systems, or the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
Experience Required
• Ideally at least 5 years’ experience in a technical support environment.
• 5 years of IT experience preferred.
• MOUS, DCSE, A+ and Network+ (IOS) certifications in at least two of these areas is strongly encouraged.
• Experience working in a highly matrixed organization.
• Ability to work in a team environment, manage multiple clients, and provide consultative skills throughout the process.
• Ideal candidate will be highly motivated with a strong sense of urgency.
We value your data privacy and therefore do not accept applications via mail.
Who we are and what we believe in
We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group’s leading brands and entities.
Applying to this job offers you the opportunity to join Volvo Group. Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.
Group Trucks Operations encompasses all production of the Group’s manufacturing of Volvo, Renault and Mack trucks, as well as engines and transmissions. We also orchestrate the spare parts distribution for Volvo Group’s customers globally and design, operate and optimize logistics and supply chains for all brands. We count 30,000 employees at 30 plants and 50 distribution centers across the globe. Our global footprint offers an opportunity for an international career in a state-of-the-art industrial environment, where continuous improvement is the foundation. As our planet is facing great challenges, we - one of the largest industrial organizations in the world - stand at the forefront of innovation. We are ready to rise to the challenge. Would you like to join us?