Junior Tech Service Specialist

2 months ago

Jia Xing Shi, China The LEGO Group Full time

Job Description

As part of the Global End-User Support organization you will have the opportunity to help us optimize the usage of digital technologies to increase the productivity of The LEGO Group, in this case, your focus will be to ensure that the company IT technology is implemented effectively to support all employees.

Core Responsibilities

• Drives end-user satisfaction by receiving, managing, prioritizing, escalating, closing and communicating about tickets from colleagues and partners.

• Solves incidents and requests by following procedures described in the knowledgebase. Attempts to solve complex issues with the help of more senior colleagues.

• Ensures a swift and efficient resolution of issues by proficiently and consistently resolving issues for all supported solutions and quickly assigning/escalating more complex issues to product teams.

• Provides high-quality self-service channels or resources by authoring, editing, and publishing knowledgebase content.

• Contributes to proactive tasks in the product by facilitating agile ceremonies and identifying opportunities for operational efficiency.

• Supports user-centric product development by providing input and identifying areas of improvement that could increase user experience and reduce reported issues.

• Works towards a culture of self-service, automation, and waste reduction.

• Actively improves, utilizes, trains, and promotes new technologies implemented in the organization.

• Actively engages in agile ceremonies with meaningful interactions and contributions.

• Manages assets, including maintenance of computer and mobile inventory, printers, and other hardware items.

Do you have what it takes?

  • Major in Information Technology, Computer Science or equivalent
  • Hardware troubleshooting: Understanding of computer hardware components, peripherals, and troubleshooting techniques to diagnose and resolve hardware-related issues. 
  • Operating systems: Familiarity with different operating systems such as Windows, macOS including installation, configuration, and basic troubleshooting. 
  • Software applications: Knowledge of O365 and its components.
  • Being able to create simple Low Code/No Code solutions. 
  • Networking basics: Understanding of fundamental networking concepts like TCP/IP, DNS, DHCP, and Wi-Fi to assist with network connectivity troubleshooting. 
  • ITSM knowledge: fundamental knowledge of ITIL and Agile.  
  • Security awareness: Understanding of common security threats, such as malware and phishing, and knowledge of basic security practices to protect systems and data. 
  • Mobile devices: Familiarity with mobile operating systems (iOS, Android), basic troubleshooting, and configuration of mobile devices (smartphones, tablets). 
  • Remote support: Ability to provide remote assistance to end users using remote desktop tools or other remote support software. 
  • Able to work well independently and collaborate with colleagues with a ‘succeed together’ mindset
  • Data driven approach to work on initiatives to improve the service and reduce waste

#LI-BZ1

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here is what you can expect:

Family Care Leave - We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

Research shows that women and people from different minority backgrounds often only apply for a job if they meet 100% of the listed qualifications. If you dream of being a part of our team and you meet many, but not all of our listed qualifications for this role, please apply.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career.

Then make it real.

Join the LEGO® team today.

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