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Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.
Job Summary:
The Technician in IT Service Delivery is a vital role focused on the operational aspects of IT services within an organization. This position entails the hands-on management of IT service requests, including installation, configuration, and troubleshooting of hardware and software. The technician ensures optimal system performance, provides user support, and maintains accurate service documentation. With a commitment to service excellence, this role is essential for ensuring that IT services are delivered effectively and efficiently, aligning with business needs and enhancing user experience.
Responsibilities:
Years of Experience: 2 years
Technical Support:
- Personalized Attention: To offer exceptional customer service, understanding the individual needs of customers and providing effective solutions.
- Multilingual Communication: Use your language skills to communicate effectively with clients who speak different languages, ensuring a barrier-free experience.
- Monitor and maintain IT infrastructure to ensure availability and optimal performance.
- Diagnose and resolve technical issues, including hardware, software, and networks.
- Implement IT security measures to protect data and infrastructure.
- Collaborate with other teams to implement new technology solutions and improve existing processes.
- Document procedures and offer technical support to internal users.
- Provide technical support to customers via phone, email, or in person
- Troubleshoot and resolve hardware and software issues
- Install and configure new equipment and software
- Maintain and update existing systems
- Train users on new technology and software
Service Delivery Management:
- Manage service requests and ensure timely resolution
- Monitor service performance and identify areas for improvement
- Collaborate with other teams to implement service improvements
- Develop and maintain service level agreements (SLAs)
Customer Relationship Management:
- Build and maintain relationships with customers
- Understand customer needs and provide solutions
- Gather feedback and address any concerns or issues
- Communicate service updates and changes to customers
Documentation and Reporting:
- Document all service requests and resolutions
- Maintain accurate inventory of equipment and software
- Generate reports on service performance and customer satisfaction
- Identify trends and make recommendations for improvement
High Impact Behaviors:
- Continuous Professional Development: Professionals should be committed to lifelong learning, seeking out opportunities for self-improvement, and staying abreast of industry trends and best practices.
- Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions.
- Results Driven Performance: High performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.
Qualifications:
- A bachelor’s degree in Computer Science, Information Technology, or a related field with at least 2 years experience or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.
- Proficiency in troubleshooting and resolving issues with computer systems, networking, and various software applications.
- Strong customer service skills with the ability to communicate effectively with nontechnical users.
- Industry certifications ITIL Foundation are highly desirable.
- Excellent problem-solving abilities to diagnose and resolve technical issues promptly.
- Ability to work well in a team environment and collaborate with other IT professionals.
Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.
