Tech, IT Service Delivery II

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

THE ROLE:
The Technician in IT Service Delivery is a vital role focused on the operational aspects of IT services within an organization. This position entails the hands-on management of IT service requests, including installation, configuration, and troubleshooting of hardware and software. The technician ensures optimal system performance, provides user support, and maintains accurate service documentation. With a commitment to service excellence, this role is essential for ensuring that IT services are delivered effectively and efficiently, aligning with business needs and enhancing user experience.

CORE RESPONSIBILITES:

Technical Support:
• Provide technical support to customers via phone, email, or in person
• Troubleshoot and resolve hardware and software issues
• Install and configure new equipment and software
• Maintain and update existing systems
• Train users on new technology and software
Service Delivery Management:
• Manage service requests and ensure timely resolution
• Monitor service performance and identify areas for improvement
• Collaborate with other teams to implement service improvements
• Develop and maintain service level agreements (SLAs)
Customer Relationship Management:
• Build and maintain relationships with customers
• Understand customer needs and provide solutions
• Gather feedback and address any concerns or issues
• Communicate service updates and changes to customers
Documentation and Reporting:
• Document all service requests and resolutions
• Maintain accurate inventory of equipment and software
• Generate reports on service performance and customer satisfaction
• Identify trends and make recommendations for improvement
Project Management:
• Assist in planning and implementing IT projects including but not limited to Network upgrade/dressing, manufacturing machine / IT tool support, UPS, and AV-related support.
• Coordinate with cross-function team members and stakeholders to ensure project success
• Monitor project progress and adjust plans as needed
• Provide updates and reports to management on project status
Quality Assurance:
• Ensure all services and processes meet quality standards
• Conduct regular audits and reviews to identify any issues or areas for improvement
• Implement corrective actions as needed to maintain quality standards
• Stay updated on industry best practices and incorporate them into service delivery processes.

High Impact Behaviors:
• Continuous Professional Development: Professionals should be committed to lifelong learning, seeking out opportunities for self-improvement, and staying abreast of industry trends and best practices.
• Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions.
• Results-Driven Performance: High-performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.

QUALIFICATIONS:
• A bachelor’s degree in Computer Science, Information Technology, or a related field with at least 3-5 years experience or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.
• Proficiency in troubleshooting and resolving issues with computer systems, networking, and various software applications.
• Strong customer service skills with the ability to communicate effectively with nontechnical users.
• Industry certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation are highly desirable.
• Excellent problem-solving abilities to diagnose and resolve technical issues promptly.
• Ability to work well in a team environment and collaborate with other IT professionals.

The estimated salary range for this position is $30 - $45/hour plus bonus. Starting pay is dependent on multiple factors, such as skills, experience, and work location, and is not typically at the top of the range. At Xylem, we offer a competitive compensation package with a generous benefit package, including Medical, Dental, and Vision plans, 401(k) with company contribution, paid time off, paid parental leave, and tuition reimbursement.

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.

At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment. 

Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation