The Weir Group PLC

Returning Candidate?

2018-17556

2018-17556

Title 
Desktop Support Lead
Posted Date 
1/26/2018
Job Location 
US-TX-Fort Worth
Shift Schedule 
Day
Manages Others 
No
Close Date 
..

More information about this job

Company Profiles

Weir has been in business since 1871 and our sustainability and success has been built on attracting, retaining, and developing exceptional people.

 

As a global company, employing around 15,000 people in over 70 countries, we reflect the diversity of our customers in the diversity of our people and ensure everyone is given the opportunity to flourish regardless of their gender, race, beliefs or background.

 

Weir is an inclusive and innovative organisation where you can be your authentic self. We continually develop our talent and diversity of thought to keep our business relevant, innovative and successful for the future.

 

Enabling our people to unleash their full potential is central to ‘We are Weir’, our vision, mission, and strategic priorities. We aim to be the most admired engineering business in our markets and we'll achieve that ambition by being the employer of choice in our markets.

 

We offer a wide range of career opportunities across a variety of technical and business roles in engineering, manufacturing and service locations worldwide.

 

Business Need / Purpose of Role

Investigates and resolves software and hardware problems of computer users, assists in maintaining high availability of computer resources. Lead the Helpdesk team as the point of escalation.

Objectives & Measurement - Key Responsibilities

  • Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to appropriate technical staff
  • Calls software and hardware vendors to request service regarding defective products
  • Tests software and hardware to evaluate ease of use and whether product will aid user in performing work
  • Installs personal computers, software, and peripheral equipment
  • Performs software installations, maintenance, upgrades, and support
  • Develops training materials such as exercises and visual displays
  • Maintains software image library for PC and laptop deployments 
  • Review KPI/SLA on regular basis with the team
  • Publish monthly service reports
  • Manage on-call rotation
  • Help refine and improve SOP and documentation

Job Knowledge / Education and Qualifications

Education/Experience:

Bachelor’s degree (preferred), Associate’s degree or equivalent from two-year college or technical school; or 3 to 5 years related experience and/or training; or equivalent combination of education and experience.

 

Language:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups

of managers, clients, customers, and the general public.

 

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

 

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Must be able to work independently and without supervision 

 

Computer Skills:

The incumbent should have knowledge of the following software: Windows desktop operating systems (XP, XP 64-bit, Vista, 7, 10); Virus Scanning software, Microsoft Office 2007, 2010, 2016, Exchange, Skype, OneDrive, Office365, SCCM, SCSM, Lotus Notes, Adobe Acrobat, Dell desktops & Laptops, CAD systems and PDM systems.

 

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

 

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet. Travel for this position can be up to 20%. International travel may be required.

Core Competencies

Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.

 

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

 

Motivation - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals.

 

Safety and Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.

 

Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

 

Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.