What are the responsibilities and job description for the IT Helpline Associate position at Miele USA?
In this role, you will troubleshoot, and resolve issues expediently, while also proactively maintaining the highest-level customer service. This role also includes configuration and maintenance of laptops and computers by resolving problems, installing hardware and software solutions, and supporting internal and external employees. You will be responsible for administration and internal support of the Company’s PCs, printers, and related equipment.
Essential Functions
What does it take for a family run company to become world market leader in the premium domestic appliance and commercial machine segment? It takes more than offering average products, run-of-the-mill service or short-sighted actions. It also requires the aspiration to do it forever better and to be forever better. This stance accounts for a good working environment at Miele and the success of our products.
Our colleagues can rest assured that those who live up to our standards of quality and professionalism grow personally and professionally. No matter if they are at entry levels or managers.
Miele asks a lot of its employees. They are expected to develop and manufacture worldwide market premium products that are "Immer Besser". In return, they receive the most valuable thing Miele can give them: that they themselves become "Immer Besser" - in all of their professional and personal abilities.
"Immer Besser" is therefore an entrepreneurial success principle from which customers and employees benefit in equal measure. We call this principle "MAKE IT BETTER. BE BETTER".
Miele is an Equal Opportunity Employer and supports and enforces a drug-free workplace. EOE/AA:M/F/D/V
Essential Functions
- Troubleshoot known and unknown hardware and software issues related to corporate-issued or provided desktop, laptops, phone, peripherals, and associated accessories.
- Identify and suggest possible improvements on procedures
- Perform timely workstation hardware and software upgrades as required
- Assist inter-department groups as needed and directed
- Responding to client support queries.
- Providing support in person, over the phone, or via remote access.
- Diagnosing issues with computer software, peripherals, and hardware.
- Running software diagnostic tools and physically inspecting hardware systems.
- Talking clients through basic problem-solving processes.
- Providing basic computer training.
- Installing and upgrading hardware and software systems.
- Writing training manuals.
- Following up with clients.
- Completing support tickets.
- Other tasks and projects as directed.
- Associate degree in a computer related field
- Bilingual with Spanish fluency preferred
- 2 years IT helpdesk experience working in a corporate I.T. environment is required
- Experience with ServiceNow or any other ticketing system preferred.
- Proficiency with Microsoft Active Directory, Microsoft Entra ID (Azure AD), Microsoft Office Suite, Microsoft Windows
- SAP and IBS experience preferred.
- You love autonomy and the accountability for results
- You like working for a family run company, market leader in the premium domestic appliance.
- You like working for a company that believes in the aspiration to do it forever better and to be forever better
- A competitive compensation package
- 100% covered Life and long-term disability insurance
- Wellness discounts on medical premiums
- 401k with company match
- Generous Employee Purchase program
- Wellness and volunteer Programs
- Engaging Employee Activities
What does it take for a family run company to become world market leader in the premium domestic appliance and commercial machine segment? It takes more than offering average products, run-of-the-mill service or short-sighted actions. It also requires the aspiration to do it forever better and to be forever better. This stance accounts for a good working environment at Miele and the success of our products.
Our colleagues can rest assured that those who live up to our standards of quality and professionalism grow personally and professionally. No matter if they are at entry levels or managers.
Miele asks a lot of its employees. They are expected to develop and manufacture worldwide market premium products that are "Immer Besser". In return, they receive the most valuable thing Miele can give them: that they themselves become "Immer Besser" - in all of their professional and personal abilities.
"Immer Besser" is therefore an entrepreneurial success principle from which customers and employees benefit in equal measure. We call this principle "MAKE IT BETTER. BE BETTER".
Miele is an Equal Opportunity Employer and supports and enforces a drug-free workplace. EOE/AA:M/F/D/V
