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:

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