At Smiths we apply leading-edge technology to design, manufacture and deliver smarter engineering solutions for mission-critical applications, solving some of the world's toughest problems for our customers, our communities and our world. We are a FTSE100, global business of around 15,000 colleagues, based in 50 countries.
Our solutions have a real impact on lives across the planet, enabling industry, improving healthcare, enhancing security, advancing connectivity, and supporting new homes. Our products and services are often critical to our customers’ operations, while our proprietary technology and high service levels help create competitive advantage. We welcome colleagues with a curious mind, who are happy with responsibility, enjoy a challenge and are attracted by the idea of working at a business with an almost 170-year history of innovation, and four global divisions, all experts in their field.
Job DescriptionResponsible for technical support for all Smiths personal computing devices, and associated ¨ Identify, log, research and resolve technical problems or requests and ensure support incidents are resolved within standard BIS SLT’s ¨ Respond to phone calls, emails and web form requests for technical support and attempt to resolve on first contact ¨ Support for all Smiths Projects and Initiatives as required to ensure successful implementation across Smiths ¨ Collaborate with vendors and service providers as required ¨ Follows commonly used concepts, practices, and procedures of the help desk industry.
Key Responsibilities:
•Provide Level 1/2 remote technical support to all Smiths employees
•Receive and log all phone calls, emails and web forms within the service desk tracking system and attempt and resolve incidents or requests on first contact
•Evaluate issues by interpreting end - users problem descriptions to determine resolution or best course of action
•Manage tickets and tasks to BIS standards and ensure BIS SLT targets are met
•Identify problem trends and report to Global Service Desk Manager for further analysis
•Provide Level 2 and 3 on-site support to the business units in a professional and detail-oriented method, including desk side support and working directly with clients when it’s necessary
• Provision and manage personal computing devices per the BIS standards and policies
•Support the OS installation, troubleshooting and support of all Windows PC, laptops / desktops / workstations, as well as iPhone & Android cell phone support
•Assist in creating and supporting the implementation of new technologies and services in Windows 10 & 11 and managing BIS initiatives and projects as required
•Monitor and ensure responses to incidents and service requests are within specified Service Level Agreements
•Provide support to Manufacturing to environment for hand scanners, label printers and other manufacturing devices connected via network
•Provide technical support and expertise to other Client Services Staff, regions, sites, and BIS / Businesses projects
•Assist the Client Services Supervisors & Managers in the creation, implementation and maintenance of policies, procedures, and associated training plans
•Create/Maintain documentation as required
•Support Asset Management for all Client Service devices
•Availability to travel to support other Smiths locations by car or air as required.
Key Skills and Experience:
•Experience in a customer service oriented, customer support environment and IT service desk environment desire.
•Experience in hardware, software, operating systems, networking, remote connectivity knowledge and Workstation management support
•Experience with Windows10/11, Microsoft Business Products, LAN/WAN, Microsoft O365 products (Teams, Azure, Outlook).
•Ability to learn effectively and retain information; ability to understand and follow written and oral instructions.
•Ability to organize and manage multiple tasks and priorities.
•Ability to establish and maintain effective working relationships with those contacted in the course of work.
•Strong communication and collaboration skills
•Knowledge of ITIL Service Delivery processes
•Maintain confidentiality of information; communicate effectively with the more difficult customers.
•2-year IT technical training desired
Additional InformationWith colleagues stretching across the globe, we are proud of our diversity. To foster inclusivity, we run employee resource groups (ERGs) to provide a safe space for employees to connect and support each other. Our cross-business ERGs include Veterans, Pride Network, Black Employee Network, Women@Work Network, and Neurodiversity.
Across our company, we recognize excellence, culminating in the Smiths Excellence Awards, our annual celebration of the most extraordinary activities, people, and projects that best showcase our strengths and help drive our business forward. We announce these on our annual Smiths Day, a global celebration of Smiths around our network.
Join us for a great career with competitive compensation and benefits, while helping engineer a better future.
Planning and Decision Making:
- Erroneous decisions or recommendations are not likely to result in failure to achieve major goals and objectives of the organization
Impact and Scope:
- Geographic scope of the support provided by this role is global.
- Interacts regularly with employees, line managers, Talent Acquisition and HR across the business.
Key Internal and External Relationships:
- Employees and Line Managers across Smiths divisions and functions.
- TA, HR colleagues supporting the COEs and Smiths divisions
We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.
At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website (Careers - Smiths Group plc)
Skills Required
- Experience in a customer service-oriented customer support environment
- Experience in an IT service desk environment
- Experience with hardware, software, operating systems, networking, remote connectivity, and workstation management
- Experience with Windows 10 and Windows 11
- Experience with Microsoft business products and Microsoft 365 products, including Teams, Azure, and Outlook
- Knowledge of LAN/WAN networking
- Knowledge of ITIL service delivery processes
- Ability to learn effectively and retain information
- Ability to understand and follow written and oral instructions
- Ability to organize and manage multiple tasks and priorities
- Ability to establish and maintain effective working relationships
- Strong communication and collaboration skills
- Ability to maintain confidentiality and communicate effectively with difficult customers
- Two-year IT technical training
What We Do
For over 170 years, Smiths Group has been pioneering progress by engineering a better future. We serve millions of people every year, to help make the world safer, more energy efficient and productive, and better connected, across four global markets: Energy, General Industrial, Safety & Security, and Aerospace & Defence. Listed on the London Stock Exchange, Smiths employs more than 15,000 colleagues in over 50 countries. For more information visit www.smiths.com. We're looking for people with curious minds. Who want responsibility and relish a challenge. Whether you're an experienced professional or just starting out, our global scale and focus on growth means we have some great career opportunities for you. There's never been a better time to join Smiths.
