This Tech Support role internally titled “Tech Partner” will be responsible for a wide array of support services at assigned Schneider Electric facilities. This role will entail supporting a production facility in (Red Oak,Texas). This is technical support role in a mixed manufacturing/production facility and office environment.
Responsibilities:
- Create, receive, monitor, maintain, and resolve work tickets to ensure timely and efficient support.
- Software & Hardware Support: Resolve software-related issues for all firm-deployed applications, both remotely and in person. Troubleshoot and resolve problems with client workstations, laptops, and related hardware.( Image, set up, and support computers, monitors, and mobile devices for end users.)
- Mobile Device Support: Provide technical support for firm-issued mobile devices (iPhones and iPads), including installation, configuration, and troubleshooting of the Mobile Device Management (MDM) platform.
- Maintain on-site presence at designated service locations to provide direct support to end users.
- Install, support, and ensure compliance of software with company standards.
- Perform proactive and on-demand health checks of IT systems, including printers, copiers, fax machines, scanners, and video conference equipment.
- Train end users on the operation of office automation equipment as requested.
- Troubleshoot and manage hardware platforms to ensure optimal performance.
- Troubleshoot and manage software platforms to resolve issues and maintain functionality.
- Support access to corporate network/wireless and applications, both on the network and over VPN.
- Coordinate execution of tasks with guidance from Service Desk representatives or other IT support groups.
- Manage IT inventory of in-house stock, including moving, sorting, cleaning, and stocking.
- Assist with regional projects for designated service locations, providing local hands-on support.
- End User Instruction: Provide clear guidance and support to end users across software, hardware, and systems.
- Self-Development: Continuously learn and adapt to new technologies as required by the organization.
- Customer Service Excellence: Deliver exceptional service by adhering to department standards, ensuring timely responses to tickets, and following up on issues to ensure complete resolution
- Perform other duties as assigned by your manager.
Expected Behaviors and Support Model Process
Tech Partners that work at the same site support the local user group and share and monitor the same ticket queues including but not limited to: Onsite Support US L2 / NAM L2 / CA L2 / MX L2 / Legacy ticket queue(s). Tickets must always be updated with a status.
- Tech Partners will serve as each other’s backup support when they are away from the office and it is their responsibility to update the backup Tech Partner with their status, including updates to the worklog from any applicable tickets. In addition, they will keep their manager informed of any planned and unplanned type of leave to make sure there is proper support and coverage.
- Both Tech Partners have equal responsibility to manage IT assets and support IT assets in the assigned location. The facility will notify both Tech Partners by email regarding all IT assets. A ticket will need to be assigned prior to asset delivery. The Tech Partner will reply to the facility to then request the assets be delivered / pickup to their desk.
- Tech Partners will share equal ADM permission to support users and facilitate the needs that come from infrastructure and operational teams in the facility.
- Tech Partners will have the same physical access to the MDF / IDF / other area(s) such as conference room(s), storage room(s) etc to perform as required by their duties.
- Tech Partners will be involved in alternative local and regional project task as assigned and upon approval by their manager.
- Tech Partners will collaborate with each other in troubleshooting & resolving any issue(s) such as scope and resolution in a productive and respectful manner prior communicate with our customers.
- Tech Partners will demonstrate professionalism in all support related matters.
Qualifications and Experience:
- 3-4 years of experience in an IT support role.
- Associate Degree or Bachelor's degree in Information Technology, or related field.
- Industry-recognized technical certifications (e.g., Microsoft, CompTIA A+, Network+, Security is a plus.
- Experience in providing deskside support and technical assistance to end users in a corporate environment.
- Proficiency in imaging, setting up, and supporting computers, monitors, and mobile devices.
- Strong understanding of software installation and compliance with company standards.
- Ability to perform proactive and on-demand health checks of IT systems, including office automation equipment.
- Proficient in hardware and software platform troubleshooting and analytical and management skills.
- Experience in managing IT inventory and coordinating tasks with IT support groups.
- Knowledge of secure password management and supporting access to corporate networks and applications.
- Strong communication and collaboration skills to work effectively with other Tech Partners and IT support teams.
- Ability to demonstrate professionalism and provide support in a respectful manner.
- Able to lift heavy equipment in the production facility.
- Ability to work both independently and within a team, effectively communicating with all organizational levels.
- Demonstrated dedication to delivering outstanding customer service.
- Willingness to work on-call during off-hours, weekends, or holidays.
Let us learn about you! Apply today.
You must submit an online application to be considered for any position with us. This position will be posted until filled.
Looking to make an IMPACT with your career?
When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.
IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.
We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.
Become an IMPACT Maker with Schneider Electric – apply today!
€36 billion global revenue
+13% organic growth
150 000+ employees in 100+ countries
#1 on the Global 100 World’s most sustainable corporations
You must submit an online application to be considered for any position with us. This position will be posted until filled.
Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.
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