Easter Seals Jobs

Further your career at Ball, a world leader in manufacturing sustainable aluminum packaging. Achieve extraordinary things when you join our team, and make a difference in your professional development, the community, and around the globe!

Ball is thrilled to receive Newsweek's 2023 Top 100 Global Most Loved Workplace award! As a sustainable product leader, we have over 21,000 global team members. From endlessly recyclable aluminum cans, and cups, to aerosol bottles, our goal is to contribute to a better community, society, and world.

Primary Purpose of the Position:

The Support Desk team at Ball is responsible for delivering 24x7x365 assistance for end-user requests or issues with the companys services, systems, and platforms essential for business operations. This role bridges IT and the Business, integrating with the global support model and its processes and metrics. Responsibilities include monitoring and prioritizing support queues (email, phone, chat and ticket queues), providing first and second-level support, and aiding in the continuous improvement and maturity of support processes and knowledge base articles. Will be required to provide mentorship, coaching and training following ITIL best practices for level one support team as well as become an escalation point to ensure the highest levels of customer service.

Essential Responsible Areas:

1. Collaborate with Information Technology teams to ensure prompt and courteous support to business users of IT-supported applications, devices, and technology, ensuring complete customer satisfaction.

2. Contribute to the processes and tools necessary for executing the end-user support mission, ensuring adherence to standard procedures and equipping the team with the required tools and training.

3. Adhere to all security best practices, governance and compliance laws such as HIPAA, SOX, GDPR, etc.

4. Address and resolve user-reported IT system issues promptly and efficiently, in line with user expectations.

5. Set and manage user expectations through Service Level Agreements, working with supervisors to ensure consistent execution across regions.

6. Stay current with the rapidly evolving IT sector and suggest technological or process improvements to enhance the Support Function's efficiency and effectiveness.

7. Collaborate with regional support teams to deliver high-level service to customers in a global environment.

8. Maintaining a high standard of customer service and professionalism in all interactions with users. Striving to meet or exceed customer expectations while resolving issues efficiently and effectively.

9. Maintaining accurate and up-to-date documentation of IT systems, procedures, troubleshooting steps, and resolutions. Contributing to the knowledge base to facilitate self-service and continuous improvement.

10. Identifying recurring issues or trends in incidents and escalating them to higher-level support teams or management for further investigation and resolution. Documenting known errors and workarounds.

11. Provide Tier 2 support, following support escalation processes as defined.

12. Assist Support Desk leadership in conducting monthly skill set assessments of Level 1 Analysts to help identify opportunities to improve support or recognize solid performers.

Professional & Education Qualification:

• Training in a related field typically acquired through formal education or of job-related experience.

• BS or BA degree in computer science or a related field preferred, or equivalent experience in IT.

• Proven experience with hands-on support and infrastructure administration tasks including implementation of approved standard technologies, daily support of production environments, automation of repeatable tasks, troubleshooting, and post-mortem of critical incidents

• 3 years of experience in personal computing.

• ITIL Certification is desirable.

Skills:

• Ability to understand technical manuals, software specifications, and hardware operations principles, and effectively communicate this information to other members of the organization.

• Strong problem-solving skills and the ability to think analytically to diagnose and/or resolve technical issues.

• Excellent interpersonal and communication skills, with the ability to effectively interact with a diverse range of stakeholders.

• Proficiency in using support tools and software, such as ticketing systems and remote support applications.

• Strong organizational skills and the ability to manage multiple tasks and priorities in a fast-paced environment.

• Demonstrated ability to work independently and as part of a team.

• Customer-focused attitude with a commitment to providing high-quality service.

• Ability to maintain confidentiality and handle sensitive information appropriately.

• Proven focus in metrics-driven delivery: defining Service Level Agreements (SLAs), monitoring SLAs, enhancing environment to meet SLAs.

• Ability to participate with functional counterparts within the organization and through all stages of planning and development of program objectives; including directing and allocating the departments resources, timing, etc., needed to assure program(s) completion

Knowledge:

• Advanced knowledge of current personal computer technologies and hardware capabilities.

• Technical understanding and awareness of issues affecting local area networks (LAN), wide area networks (WAN), and connectivity that could impact end-user IT performance.

• Familiarity with Microsoft Windows operating systems and its native tools such as Microsoft Office (Word, Excel, Outlook) or equivalents. Ability to troubleshoot application issues, assist with installation or updates, and provide basic/intermediary usage support.

• Proficiency in troubleshooting common software and hardware issues.

• Understanding of IT service management (ITSM) frameworks and best practices, such as ITIL.

• Knowledge of cybersecurity principles and practices to ensure secure operations and data protection.

• Experience with cloud computing platforms and services, such as AWS, Azure, or Google Cloud.

• Awareness of virtualization technologies, including VMware and Hyper-V.

• Understanding of mobile device management (MDM) and support for various mobile operating systems.

• Familiarity with network protocols and services, such as TCP/IP, DNS, DHCP, and VPN.

• Familiarity with remote desktop software (e.g., Remote Desktop Protocol, TeamViewer, Dameware) to assist users with remote troubleshooting, accessing their computers, and providing remote support.

Additional Requirements:

• The position is open only to candidates residing in the specified location.

• This is a remote work role, with occasional onsite requirements for meetings and other activities

Languages

• Essential: Spanish and English (spoken and written)

• Desirable: Portuguese

Ball Corporation is proud to be an Equal Opportunity Employer. We actively encourage applications from everybody. All qualified job applicants will receive consideration without regard to race, color, religion, creed, national origin, aboriginality, genetic information, ancestry, marital status, sex, sexual orientation, gender identity or expression, physical or mental disability, pregnancy, veteran status, age, political affiliation or any other non-merit characteristic.

When you join Ball you belong to a team of over 21,000 members worldwide. Our products range from infinitely recyclable aluminum cans, cups to aerosol bottles that enable our customers to contribute to a better world.

Each of us has a deep commitment to diversity and inclusion which is the foundation of our culture of belonging.

Everyone at Ball is making a difference by doing what we love. Because what we create may change, but what we will always make is a difference.

Please note the advertised job title might vary from the job title on the contract due to local job title structure and global HR systems.

No agencies please.

Job Grade:Global Grade 9