IT Customer Support Specialist

About the job

Join the industry leader to design the next generation of breakthroughs

IT Customer Support Specialist

The future is what you make it! When you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers, and doers who make the things that make the future. That means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings safe and even making it possible to breathe on Mars. Working at Honeywell isn’t just about developing cool things. That’s why our employees enjoy access to dynamic career opportunities across different fields and industries. Are you ready to help us make the future?

This role will support the IT Workplace Support Services deliverables within a Honeywell HQ office in Kuwait through driving consistent end-user IT service operational delivery, you will be required to participate in onsite face-to-face and virtual fashion of end-user IT operational support engagements and provide oversight and management of site IT services using consistent standards, management operating system (MOS) and utilizing Honeywell best practices. This position will also play an important co-ordination role with corporate IT service owners on the deployment of standard IT service portfolio to advance onsite IT service standardization, plus, global corporate IT initiatives onsite facilitation.

Responsibilities

• Provide on-site technical support to end-users including troubleshooting hardware and software issues, network connectivity problems, and peripheral device malfunctions.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment according to corporate standards and policies.
• Respond promptly to IT support tickets and service requests, ensuring timely resolution and minimal disruption to end-users.
• Collaborate with the IT service desk function to escalate complex issues and coordinate resolutions, maintaining detailed documentation of support activities.
• Co-ordinate development, deployment, and on-going management of site based IT support model for end-users, infrastructure, and applications hosted within the Kuwait sites.
• Provide customer-centric IT services to Honeywell sites within Kuwait.
• Drive to improve IT customer support productivity.
• Work in collaboration with corporate IT service owners.
• Effective communication and liaison with end-users at sites within Kuwait.
• Support site initiatives related to stronger IT compliance posture, includes licensing, servers, storages, network devices, and security IT awareness improvement.
• Proactively monitor and facilitate incident escalation to ensure minimum resolution time and adequate engagement across IT teams.
• Prioritize and manage multiple tasks and projects simultaneously, adapting to changing priorities and deadlines in a fast-paced corporate environment.
• Uphold confidentiality and data integrity standards, adhering to corporate policies and regulatory requirements for information security and privacy.
• Foster a positive and collaborative work culture, actively contributing to team meetings, knowledge-sharing sessions, and cross-functional initiatives aimed at enhancing IT service delivery and user satisfaction.
• Support expanding IT services and IT processes awareness through enablement training and facilitation.
• Be a role model for the Honeywell code of conduct and Honeywell behaviors.
• Work with cross-functional IT support organization and IT suppliers in the planning and execution of core IT services including, but not limited to: Cyber Safety, IT Audits & Compliance, merger and acquisitions, Cross-Functional IT alignments.
• Coordinate with vendor supplier on systems monitoring, event escalation, root cause / corrective action analyses, disaster outage response and management
• Ensure customer satisfaction targets for site customer feedbacks are achieved.
• Facilitate roadshow and showcase initiatives and support customer training requirements.
• Travel within Honeywell sites in Kuwait: 10%-25% of time

   

You Must Have

• B.S. Degrees in MIS/Computer Science/Business or equivalent.
• Minimum of 2-3 years of experience in managing and supporting IT site services in multisite environments with high volume of end-users (>100 end-users).
• Good understanding of technical support related experience such as troubleshooting Windows and Mac operating systems, Microsoft Office Suite, email clients, and other business applications.
• Good understanding of IT infrastructure such as networking fundamentals, TCP/IP protocols, and wireless connectivity principles.
• Familiarity with IT service management tools such as ServiceNow.
• Strong English language skills.

   

We Value

• Strong communication and customer service and support skills
• Ability to listen and to communicate effectively in proactive manner
• Ability to work under pressure with a strong customer centric focus
• Ability to function in a collaborative environment with different teams.
• Ability to take proactive steps in managing problems.
• Ability to provide clear reporting.
• Knowledge of security concepts, and standards.
• Six Sigma certified and ITIL certification is a plus

   

We Offer

If this is your dream role, then we’d love to hear from you! 

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

#TheFutureIsWhatWeMakeIt

Additional Information

• JOB ID: HRD224309
• Category: Information Technology
• Location: Block 5 – Wafra road No 306 – Shuaiba,Western industrial Area,Kuwait,AL KUWAYT,Kuwait
• Nonexempt