Associate - Digital Operations
Company: General Electric
Location: Miami, Florida
Posted: December 13, 2017
Reference ID: 3039420
GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
At GE Digital, we are creating technology and solutions to enable social, mobile, analytical and cloud capabilities
for the Industrial Internet. The Industrial Internet is an open, global network that connects people, data and
machines. It's about making infrastructure more intelligent and advancing the industries critical to the world we
live in. At GE, we believe it's about the future of industry-energy, healthcare, transportation, manufacturing. It's
about making the world work better. GE is transforming itself to become the world's premier digital industrial
company, executing critical outcomes for our customers. Explore how you can drive greater asset reliability, lower
operating costs, reduce risk and accelerate operational performance with our Predix platform and software
Join our online communities to find out more!
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GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.pdf . Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
We are looking for Technical Support Specialist to provide enterprise-level assistance to our end user employees. You will diagnose and troubleshoot software and hardware problems and help our employees install applications and programs.
Technical Support Specialist responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email, text and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone, text or chat and/or provide clear, written instructions and technical manuals.
If you're naturally a helper, have a strong customer orientation and enjoy assisting people with computer issues whilst explaining technical details simply, we'd like to meet you.
Ultimately, you will be a person our employees trust. They will rely on you to provide timely and accurate solutions to their technical problems. The goal is to create a seamless, positive experience for our employees that in turn enables them to serve our external customers and the businesses they support.
+ Research and identify solutions to software and hardware issues
+ Diagnose and troubleshoot technical issues, including account setup and network configuration
+ Ask customers targeted questions to quickly understand the root of the problem
+ Own issues through to resolution, within agreed time limits
+ Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue
+ Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
+ Provide prompt and accurate feedback to customers
+ Refer to internal database or external resources to provide accurate tech solutions
+ Ensure all issues and outcomes are properly logged within the ticket management system
+ Prioritize and manage several open issues at one time
+ Follow up with clients to ensure their IT systems are fully functional after troubleshooting
+ Document technical knowledge in the form of notes and manuals
+ Maintain positive relationships with clients
+ Identify and suggest possible improvements on process, procedures and or systems
+ High school or technical school diploma required
+ 2 years, including internships, in work experience in Technical Support, Desktop Support, IT Help Desk Technician or similar role
+ Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job
+ Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen
+ Must be willing to work out of the Miami, Florida office
+ Degree in a relevant field, such as Computer Science, IT or Software Engineering is desired Hands-on experience with Windows/Linux/Mac OS environments desired
+ Good understanding of computer systems, mobile devices, SKYPE and other tech products
+ Ability to diagnose and troubleshoot basic technical issues
+ Tech savvy with familiarity in remote desktop applications and help desk software (e.g. Zendesk, BOLD 360, etc.)
+ Excellent problem-solving and communication skills
+ Ability to provide step-by-step technical help, both written and verbal
+ Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
Locations: United States; Florida; Miami
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf . Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion of a background investigation and drug screen.