Sr. IT Support Partner
Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, it's our responsibility to put the planet first. For us at Trane Technologies, and through our businesses including Trane® and Thermo King, sustainability is not just how we do business—it is our business.
About the role
The IT Service Operations Lead Specialist will provide tier III level IT partnership for internal Trane Technologies employees implementing, maintaining and enhancing IT infrastructure. This includes providing technical support, ensuring world-class customer satisfaction, adherence to company policies and enforcing company standards. Through utilizing ITLT best practices and our ServiceNow platform this position focuses on technologies support and deployment computers, tablets, mobile devices, printers, applications, and handheld scanners. This includes asset management for hardware devices. This role will also participate in IT related projects and deployments as needed. Support will be provided during normal business hours, as well as occasional after-hours support.
Responsibilities
- Employee client support: computers, tablets, mobile devices, printers, handheld scanners and peripherals
- Maintain client hardware lifecycle and asset management activities
- Provide Level 2 Support
- Provide partnership and support for IT related projects
- Complete minor and major incident management
- Support application and emerging technology deployment support
- Fulfill hardware and software requests
- Provide employee training related to employee used hardware and IT processes
- Partner with teams on providing continuous improvement, MDI and lean thinking to IT processes, tools and services
- Coach and train peer IT Service Operations Specialists
- Key stakeholder in Lean activities
- Participate in enterprise root cause analysis and solutioning
- Engage in IT Subject Matter Expert activities
- Lead team deployments, data collection or upgrade activities
- Create, maintain, and adhere to standard work
Requirements
- Ability to demonstrate outstanding customer service skills
- Strong oral and written communications skills
- Strong interpersonal skills
- Work independently with minimal supervision
- Ability to diagnose and troubleshoot client devices including computers, tablets, mobile devices, printers, handheld scanners, applications and other employee-based technologies
- Strong organizational skills
- Excellent remote support skills
- Excellent problem-solving and critical thinking skills
- Ability to follow documentation procedures
- Strong remote troubleshooting support skills
- Bachelor's or Associate degree in a related IT technical field
- 10+ years IT experience providing technical customer support including troubleshooting computer hardware and software
- Experience using the ServiceNow platform
- Complete Lean 101, 102 and 103 platform trainings
Schedule
On-site (5 days per week).
Pay
Annual Base Salary Range: $72,611.66 - $101,394.99 (Exception Hourly).
Benefits
- Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs with generous incentives
- Family building benefits including fertility coverage and adoption/surrogacy assistance
- 401K match up to 6%, plus an additional 2% core contribution (total up to 8% company contribution)
- Paid time off including 15 vacation days, 9 paid holidays, 3 floating holidays, sick leave, and additional options to support volunteer and parental leave
- Educational and training opportunities through company programs along with tuition assistance and student debt support
Disclaimer: Benefit offerings may vary depending on Collective Bargaining Agreements and local/state regulations.