IT Systems Engineer - Support Services

COMPANY OVERVIEW

Milliken & Company is a global manufacturing leader whose focus on materials science delivers tomorrow’s breakthroughs today. From industry-leading molecules to sustainable innovations, Milliken creates products that enhance people’s lives and deliver solutions for its customers and communities. Drawing on thousands of patents and a portfolio with applications across the textile, flooring, chemical and healthcare businesses, the company harnesses a shared sense of integrity and excellence to positively impact the world for generations. Discover more about Milliken’s curious minds and inspired solutions at milliken.com and on Facebook, Instagram, LinkedIn and Twitter.

POSITION TITLE

IT Systems Engineer - Support Services

POSITION OVERVIEW

This location specific management-level position is within our Support Services team.  This team serves as a single point of contact for end-users to receive support and maintenance within the organization’s client computing environment. This includes installing, diagnosing, repairing, maintaining, configuring, and upgrading all PC hardware, software, and related equipment to ensure optimal workstation performance. Support troubleshoots problem areas (in person, by telephone, or via e-mail) in a timely and accurate manner and provides end-user assistance where required.  Provides support to level 1 retaining ownership of PC support issues, documentation and troubleshooting techniques.  In addition, associate will focus on asset inventory and disposition of computer related equipment.

The job will be located at our Spartanburg, SC facility and will require some travel.  Scheduled, routine trips to our manufacturing locations will be required.  Most are located within a reasonable driving distance and are day trips.  Overnight trips may also be necessary. 

Working hours for the team are Monday through Friday, 8:00 am to 5:00 pm but may, on occasion, require flexibility outside of the normal work schedule.  You will be required to regularly participate in an on-call schedule which will include some off-hours and weekend duties.

JOB RESPONSIBILITIES

• Install and configure hardware and software.
• Respond to tickets in accordance with SLA guidelines.
• Become Dell certified with ability to tear down laptops and desktops to replace hardware.
• Provide onsite and remote support to end users (using tools like Microsoft Teams or TeamViewer).
• Set up new workstations for users (deploying equipment and checking software setup).
• Assist in any AV setup and support for end user meetings.
• Support any end user software related errors. Microsoft Windows, Microsoft Office, SAP and Adobe for example.
• Stay current on and adhere to established policies, procedures, documentation, and technologies.
• Maintain computer related inventory.
• Address all requests for help from our internal & external customers.  These requests will come primarily from our internal help ticketing system with others by phone, instant messaging or from walkups.  
• Evaluate new technologies within the scope of the team to determine benefit and value in our environment.
• Coordinate multiple projects at once while adhering to all deadlines.
• Communicate effectively with all levels of Milliken management and staff.
• Promote cross-team relationships with other IS support team members to facilitate fast response to customer opportunities.
• Create and maintain knowledge articles/procedures as required.
• Promote and provide a great customer experience.
• Perform all other duties as assigned by Manager.

QUALIFICATIONS – REQUIRED

• Minimum five years of job experience in a technical systems role.
• Working knowledge of networking infrastructure and associated technologies.
• Experience in pc/server maintenance, troubleshooting and repair.
• Experience with network printer installation, setup, and troubleshooting.
• Very proficient with researching and implementing solutions without assistance.
• Comfortable troubleshooting issues remotely (many over the phone or chat).
• Comfortable with a global support model
• Strong customer service skills

QUALIFICATIONS – PREFERRED

• Experience with Active Directory, DNS, DHCP.
• Working knowledge of Outlook, Teams, MS Office.
• Working knowledge of Windows OS
• Working knowledge of Mac OS
• Working knowledge of iOS devices.
• Working knowledge of Asset Management concepts.

THE SUCCESSFUL CANDIDATE WILL DEMONSTRATE

• Creative, resourceful, and able to think out of the box.
• Self-Starter with good initiative
• Personable
• Team player
• Excellent Communication skills –verbal and written
• Strong analytical skills with attention to detail
• Critical Thinking ability
• Customer focused
• Fast learner
• Highly motivated professional