Service Support Specialist I

Overview

Snap-on Incorporated is seeking a Service Support I Specialist in its IT Department, in the Kenosha, Wisconsin General Office. This person will provide I/T technical support for end users on several applications over the phone. This position is a temp to hire role in a technical call center.

This resource will handle support calls that come directly from employees of Snap-on and Snap-on Franchisees. They will resolve Level 1 support issues, application and connectivity issues, mail issues, etc. For issues the resource cannot resolve, they will engage/escalate to internal Snap-on resources as required.

Qualifications

This person must have:

1. the ability to install and troubleshoot network wireless cards from multiple vendors
2. the ability to understand software firewalls and configuration
3. excellent communication, organization, and documentation skills
4. the ability to understand call queues and escalations
5. knowledge of web technologies
6. the ability to troubleshoot moderate PC problems
7. a basic understanding of synchronization utilities and remote assistance tools such as GoToAssist or GoToMyPC
8. knowledge in MS Office applications, Windows 10 and IE/Chrome/Firefox experience
9. a flexible work schedule (coverage ranging between 7:00am - 9:00pm with ability to rotate late shift)