Jabil is hiring an R&D Specialist to join our IT team. In this onsite role, you will provide second-tier support for PC, server, and mainframe applications and hardware, resolving issues escalated from first-tier support. You will be instrumental in restoring service and recommending modifications to reduce recurring user problems.
What You'll Do
- Provide second-tier support to end users for PC, server, or mainframe applications and hardware.
- Handle problems that the Service Desk agent or Remote Specialist 1 is unable to resolve.
- Interact with network services, software systems engineering, and/or applications development to restore service and identify core problems.
- Simulate or recreate user problems to resolve operating difficulties.
- Recommend systems modifications to reduce user problems.
- Escalate more complex issues to senior level.
- Maintain timely status of Incidents, Requests and Alerts for effective communication.
- Ensure support activities are monitored, logged, tracked and resolved appropriately and timely.
- Utilize a Remote Connectivity Application to support users.
- Answer incoming Information technology calls, discuss problems with users, evaluate and prioritize Incidents.
- Identify, research, isolate and resolve Information Technology Incidents and Service Requests.
- Escalate calls to appropriate technical, professional or service personnel.
- Utilize a call tracking system.
- Provide end-user training as required/assigned.
- Develop and maintain processes, procedures, and documentation.
- Participate in the exchange of ideas and information within the department.
- Provide regular updates to appropriate managers.
- Identify creative ways to reduce cost by streamlining processes and systems.
- Assure that procedures and work instructions are efficient and not redundant.
- Offer new ideas and suggestions for improvement.
- Confer with reporting manager on complex or unusual situations.
- Establish new measurement systems if/where possible.
- Exchange knowledge and information with other Jabil facilities to ensure best practices are shared.
- Ensure 100% adherence to all company policies and procedures.
- Maintain discretion and confidentiality in all areas pertaining to data and proprietary information.
- Interpret a variety of instructions furnished in written, oral, diagram or schedule form.
- Maintain discretion and confidentiality in all areas pertaining to the IT systems.
- Understand and embrace the business and IT strategic direction.
- Adhere to all safety and health rules and regulations.
- Comply and follow all procedures within the company security policy.
What We're Looking For
- High School Graduate.
- 3-5 years work-related experience required, preferably in an IT Support environment.
- Advanced Computer Skills (Windows based systems, Office Products, Desktop/Laptop configuration).
- Advanced Communication and Customer Service Skills (written and verbal).
- Ability to read, understand and learn from written documentation (process flows, Troubleshooting and WI documentation).
Nice to Have
- Some college preferred.
- Bi-Lingual preferred.
- Knowledge of ITIL Fundamentals preferred.
Technical Stack
- Windows based systems
- Office Products
- Desktop/Laptop configuration
- Remote Connectivity Application
- Call tracking system
Team & Environment
You will provide second-tier support and escalate complex issues to a senior level, reporting to a manager. The team is committed to Jabil's culture of making anything possible and everything better, extending beyond business success to build sustainable processes and foster vibrant communities.
Work Mode
This is an onsite position.
Jabil is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other characteristic protected by law.
