Find your more with Mohawk!
At Mohawk Industries, we're committed to more - more customer solutions, more process improvements, more sustainable manufacturing and more opportunities for our people.
As a Fortune 500, global flooring leader with some of the best-known brands in the industry, Mohawk is a great place to start or develop your career with an emphasis on more of what's important to you. Come find your -more- with Mohawk!
What we're looking for:
Provides a business-like and professional first point of contact for end users of the company's IS applications, hardware, networks and/or software. Provides advanced expertise in 1 st level technical support for a geographically dispersed business community.
What you'll do:
Provides 1 st level technical support for the determination, resolution, or escalation of technical problems related to Windows environments and applications, electronic mail, enterprise applications & databases, security issues, desktop hardware/software, server hardware/software, and production equipment related issues.
Provides Application How To Support for popular PC applications (examples: Microsoft Office, Microsoft OS, Adobe Acrobat, Outlook,Internet Browsers, iOS / Android / etc.)
Troubleshoots problems using desktop remote control products where possible and thoroughly documents all services provided.
Interacts with customers at all levels of the business with a high degree of tact, empathy and diplomacy to promote the positive image of the IS department.
Uses excellent verbal and written communications to demonstrate a customer-focused attitude when dealing with customers.
Accurately documents and communicates pertinent information in tickets as well as in Knowledge management database to ensure tight collaboration with other support teams and deliver an exceptional customer experience
Maintain accuracy and relevancy of Knowledge management database by making frequent updates and new submissions.
Develops an understanding of critical business systems / processes and the adverse business impact if these systems / processes are not available.
Uses best judgment to set Incident priority and invoke problem escalation procedures to coordinate recovery.
Resolves problems at 1 st level at least 75% of the time. Performs 2 nd level support on an as needed to balance workload across teams.
Uses the IT Service Management ticketing system to open and track requests, incidents and problems.
Provide customers with guidance in using security request system and provide status of current requests.
What you need to know:
Prefer to have a Bachelor's Degree in a technology or business related discipline, or
Associates Degree in a technology or business related discipline and at least 2 years related experience, or
At least 4 years of experience in end-user support with the Microsoft Windows environment.
Bilingual skills (English/Spanish) a plus.
Must have a technical knowledge of advanced PC diagnostics and strong familiarity with the Microsoft Windows platform and Microsoft Office applications.
What will make you successful:
Industry standard certifications (A+, ITIL v3 Foundations, HDI Analyst, Network+, MCP, CCNA, CCNP, etc) a plus
Must be customer-focused, work well in a team-oriented environment, and provide quality service for the business client. Must pay very close attention to detail. Must have very good phone etiquette.
Bilingual in Spanish a plus
Must be open to flexible working hours including nights, weekends, and overtime as needed.
Must be capable of a high degree of self-management and autonomy while working off shift.
Mohawk Industries is a leading global flooring manufacturer that creates products to enhance residential and commercial spaces around the world. Mohawk's vertically integrated manufacturing and distribution processes provide competitive advantages in the production of carpet, rugs, ceramic tile, laminate, wood, stone and vinyl flooring. Our industry-leading innovation has yielded products and technologies that differentiate our brands in the marketplace and satisfy all remodeling and new construction requirements. Our brands are among the most recognized in the industry and include American Olean, Daltile, Durkan, IVC, Karastan, Marazzi, Mohawk, Mohawk Home, Pergo, and Quick-Step. During the past decade, Mohawk has transformed its business from an American carpet manufacturer into the world's largest flooring company with operations in Australia, Brazil, Canada, Europe, India, Malaysia, Mexico, New Zealand, Russia and the United States.
Mohawk Industries, Inc. is an Equal Opportunity Employer including disability/veteran committed to an inclusive workplace and a proud Drugs Don't Work participant.
ReqID : 57671
Business Unit : Dal-Tile
Department : Information Services (IS)
Job Type : Professional Opportunities
