User Support Officer

User Support Officer About the Job

The User Support Officer provides users with technical support, guidance on usage and adoption of IM services to designated sites. The User Support Officer offers assistance to and guidance on IM activities related to their respective sites and plays a key part in driving or participating in service improvement and optimization initiatives.

• Provide Technical Support to sites – 40%
• Provisioning of Services at sites – 20%
• Guide users on “how to use” and promote adoption of services – 15%
• Coordinate site related IM activities (including global operations, communication and projects) – 10%
• Second Line Support for Helpdesk and Onsite Support personnel – 10%
• Actively monitor site demands and represent the sites in IM – 5%
• Optional – Fulfill the role as R&D PSO – 10-30%
• Optional – Fulfill the role as Subject Matter Expert (SME) – 5-10%
• Optional – Build needed expertise knowledge and support others (SME)
• Optional – Build knowledge on R&D specific SW & HW solutions & provide R&D specialized support
• Optional – Provide dedicated white glove VIP support and be part of the VIP on-call roster
• Optional – Fulfill the role as VIP PSO

• Resolve incidents and service requests
• Actively monitor assigned support groups and pick up incident tickets and service requests
• Travel to designated sites when needed
• Provide technical guidance to sites when requested
• Author and update relevant documentation
• Actively ask for input from the sites related to demands
• Adopt continual improvement mindset and drive needed improvement initiatives or actively provide input on the same
• Handle escalations from Helpdesk and Onsite Support Promote IM standards and adaptation of services to increase user productivity
• Partake in the different forums and projects as expert on site specific requirements and/or prerequisites
• Manage IM site specific contracts and procurements

• Minimum of 5 years of experience related to end user support with a strong service centric and problem-solving mindset.
• Demonstrated ability to act autonomously and a continual improvement way of working.
• Demonstrated experience from guiding first line support and acting as a support point of escalation (second line support).
• General high/upper secondary school or higher with relevant technical training.

• Communication
  
  Skills:
  
  ability to explain complex technical issues in simple terms to non-technical staff.
• Problem-Solving
  
  Skills:
  
  ability to think logically and solve problems efficiently.
• Customer Service
  
  Skills:
  
  excellent customer service skills and ability to handle difficult situations with patience and professionalism.
• Teamwork: able to work effectively as part of a team, as well as independently.
• Time Management: ability to prioritize tasks and manage time effectively.
• Documentation: write or update documents in an organized and correct manner as well as user-friendly format.
• Way of Working: ITIL fundamentals.

• Advanced Troubleshooting: diagnose and resolve basic hardware, software, and networking issues.
• Knowledge of Operating Systems: in-depth knowledge of various operating systems like Windows, Linux, and macOS.
• Networking
  
  Skills:
  
  knowledge of network technologies, protocols, and equipment, including TCP/IP, VPN, LAN/WAN, and wireless networking.
• Database Management: familiarity with SQL or other database management systems.
• Software Application Knowledge: deep understanding of common software applications and ability to troubleshoot them effectively.

This is a permanent, onsite full-time position based in Axis, Alabama.

Nouryon is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law.