Minimum of 4 years in IT support or customer service, Strong problem resolution skills, Excellent customer service commitment, Highly organized and detail-oriented.
Key responsabilities:
Provide tier 1 and 2 support to end users
Monitor incoming calls and support SLAs
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Established in 1958, Ritchie Bros. (NYSE and TSX: RBA) is a global asset management and disposition company, offering customers end-to-end solutions for buying and selling used heavy equipment, trucks and other assets. Operating in a multitude of sectors, including construction, transportation, agriculture, energy, oil and gas, mining, and forestry, the company’s selling channels include: Ritchie Bros. Auctioneers, the world’s largest industrial auctioneer offers live auction events with online bidding; IronPlanet, an online marketplace with featured weekly auctions and providing its exclusive IronClad Assurance® equipment condition certification; MarketplaceE, an online marketplace offering multiple price and timing options; Mascus, a leading European online equipment listing service; and Ritchie Bros. Private Treaty, offering privately negotiated sales.
The company also offers sector-specific solutions including GovPlanet, TruckPlanet, Kruse Energy Auctioneers, and Cat® auctions, plus equipment financing and leasing through Ritchie Bros. Financial Services. For more information about the unprecedented choice provided by Ritchie Bros., visit RitchieBros.com.
RB Global (NYSE: RBA) (TSX: RBA) is a leading, omnichannel marketplace that provides value-added insights, services and transaction solutions for buyers and sellers of commercial assets and vehicles worldwide. Through its auction sites in 13 countries and digital platform, RB Global serves customers in more than 170 countries across a variety of asset classes, including automotive, commercial transportation, construction, government surplus, lifting and material handling, energy, mining and agriculture.
The company’s marketplace brands include Ritchie Bros., the world’s largest auctioneer of commercial assets and vehicles offering online bidding, and IAA, a leading global digital marketplace connecting vehicle buyers and sellers. RB Global’s portfolio of brands also includes Rouse Services, which provides a complete end-to-end asset management, data-driven intelligence and performance benchmarking system; SmartEquip, an innovative technology platform that supports customers’ management of the equipment lifecycle and integrates parts procurement with both OEMs and dealers; Xcira, a leader in live simulcast auction technologies; and Veritread, an online marketplace for heavy haul transport.
About The Team
Our Technology teams work collaboratively from different locations across the world on multiple eCommerce sites, mobile applications, and automated online auctions. We encourage and celebrate technical innovation and work with some of the industry’s leading technologies and tools.
Every day your work will make a difference in the way we run our business and the in the way customers interact with us.
Job Description
The Lead IT Support center Associates a key member of the Global IT Operation team. In addition to providing tier 1 & 2 support to end users, as team lead you will ensure that the Support Centre team manages incidents relating to in-house computing systems or SaaS/Cloud services in an efficient and service focused manner. As lead, you will monitor incoming calls to the Support Centre via both telephone, e-mail or directly via our ServiceNow ITSM platform. As Support Technician, this role requires courteous, timely, and effective resolution of end user issues, active monitoring of incidents for recorded accuracy, assist in troubleshooting difficult problems, advising on appropriate actions, or redirecting to appropriate 3rd level resources
Responsibilities
Effectively respond/resolve requests for technical assistance in-person, via support centre phone calls, and/or electronically (up to 70% total work)
Assists in monitoring and directing the IT support work queues to ensure support SLAs are meet
Works with the 2nd and 3rd level IT staff in solving problems related to Critical incidents, RB application systems, infrastructure and associated software products
Acts as the backup for the IT Support Centre Supervisor
Subject matter expert for the Support Centre Team on the RB Saleforce application
Assists with setting annual goals and provides input for annual performance reviews
Adhere to and follow standard IT Operations procedures
Identify and escalate situations requiring urgent attention according to the Operations standard operating procedures for incident management
Diagnose and resolve technical hardware and software issues or redirect problems to appropriate resources if required, including documentation of resolutions
Pro-actively research questions using available information resources
Advise users on appropriate actions
Diligently log, track and monitor all IT Operations interactions and requests
Prepare activity reports
Track and route problems and requests and document resolutions via ServiceNow
Configure and test outgoing workstations, new system configurations, applications, etc
Keep abreast of current changes and updates related to IT technology
perform other duties as assign
Qualifications
A minimum of four (4) years’ experience, preferably in IT support or related customer service position
A proven commitment to providing excellent customer service
Strong problem resolution skills and the ability to think practically, on your feet
Ability to effectively prioritize and execute tasks in a high-pressure environment
Excellent written, spoken, listening, and interpersonal communication skills in English to communicate IT-related issues to non-IT customers
Highly organized, detail-oriented and diligent, able to multi-task effectively in a fast-paced environment
Experience working effectively in a team-oriented, collaborative environment
Highly self-motivated and self-directed
Professional office work environment/Typical Business office or home office work environment
Required profile
Experience
Level of experience:Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.