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DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.
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The End User Field Support Specialist role will support and maintain in-house technology equipment, IT assets, and be part of our second level and specialized support team. This includes imaging, installing, configuring, troubleshooting, diagnosing, repairing, and upgrading assets for deployment to customer facing sites as well as internal sites and users. The right candidate will maintain reports on activities, track projects, prepare metrics, maintain inventory levels, and provide recommendations on emerging technology. Role acts as a point of contact for hardware, software and will involve multiple teams and departments within DHL.
Key Accountabilities: Prepare, maintain and uphold procedures for logging, reporting, and monitoring End User hardware levels and their correct registration in our systems (e.g. GSN, AD, ITHAM, etc.).Monitor and test performance of IT assets and provide statistics/reportsAccurately document instances of hardware failure, repair, installation, and removal/recyclingFirst and second-level IT support effectively resolves hardware and software issues for usersManage and implement technical solutions for new technology releases, including desktop imaging, Printer Services, configuration, testing, maintenance, monitoring, and troubleshooting of end-user workstation hardware and software.Where required, provide on-site support, desktop analysis, diagnosis, and resolution of related assets, If necessary, liaise with third-party support and vendorsCreation/Enhancement and Analysis of the reporting by PowerShell ScriptsAnalyze and conduct research on computer products, support the procurement and development process to keep up with emerging technologiesBuild document best practices and adhere to laid down standards and processesProvide technical functional guidance, advice and training to other teammatesSkills/Qualifications:Experienced Professional contributor with responsibility for an advanced area of work in the professional IT fieldBS/BA in related discipline, A+ Certification, or related experienceCompTIA A+, ITIL, or similar certifications can enhance qualificationsProficiency in operating systems (Windows, macOS, Linux).Familiarity with common software applications (M365 Office Suite, productivity tools).Basic understanding of hardware components and troubleshooting techniquesExperience with ticketing systems and remote support tools. (e.g. Global Service Now)Ability to diagnose and resolve technical issues efficiently. Also, hands-on hardware troubleshooting experience.Able to read and understand technical manuals, procedural documentationEffective interpersonal skills and relationship-building skillsStrong written and verbal communication skillsA strong focus on customer satisfaction and the ability to work well under pressure.Employee Benefits & Incentives
DHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry They include:Competitive PayBonus/Incentive ProgramsRetirement Savings – 401K with company matchMedical, Dental, Vision, well-being programsTuition ReimbursementGenerous Paid Time Off – Starting at 4 Weeks (PT/FT)Paid LeaveEmployee Discount ProgramEmployee Assistance & Work Life ProgramOutstanding training opportunitiesDHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here: https://www.eeoc.gov/employers/eeo-law-poster