IT Support Specialist

Apex Tool Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status. 

IT Support Specialist - HU - Györ, Platánfa

The Blueprint (Role Summary)

We are seeking highly motivated and customer-oriented IT professionals to provide Incident Management and Request Fulfillment services to our customers. The successful candidate will display outside of the box thinking, effective communication skills, and show a willingness to follow, and work to improve, documented processes. 
 

The Build (Responsibilities) 

· Be the face of IT by providing fantastic customer service as the first point of contact for any IT issues our users face via Phone, Chat, Email or In-Person
· Manage and resolve incidents and service requests within agreed service levels
· Ensure all Incidents and Service Requests are properly tracked, classified, prioritized, updated, and resolved in our ITSM Platform
· Perform initial diagnosis and triage of incidents to identify root cause and resolve, or escalate, when appropriate
· Escalate incidents to appropriate support groups or management, following all defined processes, as required
· Handle Service Requests as directed and within all agreed upon delivery times
· Communicate with end-users and stakeholders on incident and service request status and resolution progress at regular intervals
· Participate in the development and improvement of service desk processes, procedures, and knowledge base articles
· Provide technical training and guidance to end-users as needed
· Assist with other IT support and project activities as needed
· Requires up to 20% travel

The Toolbox (Qualifications)

· Associates or higher degree in Computer focused subject; 2+ years of experience in relevant field will be considered in lieu of degree
· Strong knowledge of IT service management principles, practices, and frameworks (e.g. ITIL)
· Excellent customer service and communication skills
· Strong problem-solving and analytical skills
· Ability to work in a fast-paced environment and handle multiple tasks simultaneously
· Strong organizational and time management skills
· Technical proficiency in Microsoft Windows operating systems, Microsoft Office Suite, and desktop hardware
· Experience with IT service desk software tools (e.g. ServiceNow) preferred
· ITIL Foundation certification preferred

What we offer:

· Competitive Salary 
· 13th month salary 
· Cafeteria 
· Team-Building activities 
· Health & Sports benefits 
· International environment 
· Opportunities for further training and development 
· Home Office possibility

Note: Please apply with an English CV.

Apex Tool Group, LLC is an Equal Opportunity Employer and complies with applicable employment laws. Minorities/Females/Disabled/Veterans are encouraged to apply.

 
At Apex Tool Group ), we're passionate about innovation. Whether that be products, processes or operations, our associates strive to find new ways each day to help our end-users solve their most complex challenges. By harnessing our global resources, unprecedented insights and spirit for service, we build more than just tools for the job site – we help build the future.

ATG is a global manufacturer of hand and power tools, tool storage and accessories, chain, and electronic soldering solutions with more than $1.4 billion in annual revenues. Our 6,900 global associates have built powerhouse brands like GEARWRENCH, SATA, Crescent, Cleco, Weller and APEX that professional trades and DIY enthusiasts alike can trust to get the job done. With our roots dating back to the 1800s, our tools have driven technological advancements that drive efficiency, speed and end-user safety in a broad range of commercial and consumer markets. 

As part of the ATG team, you will move fast, think globally, learn from your colleagues and grow your career. You'll enjoy competitive benefits, a healthy work/life balance and have opportunities to give back to the communities we serve.
Our six core values – Customers come first, Integrity in all we do, Continuous improvement, Innovation for growth, Passion to succeed and Best talent, one team - drive our daily decisions. Connect with us on social media to learn more – LinkedIn, Instagram, Facebook and Twitter.

If your goal is to work where finding a better way never ends and your ideas become a reality, join us #WeBuildATG