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IT Technical Services, Specialist II

Company Name:  Lyondell Chemical Company
Location: 

Edison, NJ, US, 08817

Req ID:  74949
Facility:  Edison-130
Department:  Field Services Americas - North
Division:  Global Business Services

LyondellBasell (NYSE: LYB) is one of the largest plastics, chemicals and refining companies in the world. Driven by its employees around the globe, LyondellBasell produces materials and products that are key to advancing solutions to modern challenges like enhancing food safety through lightweight and flexible packaging, protecting the purity of water supplies through stronger and more versatile pipes, improving the safety, comfort and fuel efficiency of many of the cars and trucks on the road, and ensuring the safe and effective functionality in electronics and appliances. LyondellBasell sells products into more than 100 countries and is the world's largest producer of polypropylene compounds and the largest licensor of polyolefin technologies. In 2021, LyondellBasell was named to Fortune Magazine's list of the "World's Most Admired Companies" for the fourth consecutive year.

Basic Function

Deliver IT restoration services remotely to the LyondellBasell employee base on all hardware and IT equipment (including but not limited to PC, IP phones and printers) to ensure optimal workstation performance.  The person will also troubleshoot problem areas (by telephone, or via remote access) in a timely and accurate fashion and provide end-user assistance where required. The primary result is that information technology systems are accessible and perform at agreed to service levels so that people are connected with the right information at the right time to enable better, faster decision making throughout the enterprise.

Roles & Responsibilities

Champion the IT support model for standard and non-standard computing devices. 

  • Ensure all incidents and requests from assigned sites are captured in the corporate service management system.
  • Follow and champion corporate procedures for escalation of unresolved incidents/ requests to the appropriate internal IT teams.
  • Engage and manage external partners to provide optimized last mile support for time bound incident response and forecasted IT projects. 

 

Deliver enterprise level IT services to internal customers.

  • Take ownership, manage and prioritize all IT issues for assigned customer base in a geographical dispersed region from the first report to the final resolution. 
  • Maintain a high level of communication with the customer to include prompt and accurate information on the status of their incident/request.
  • Provide detailed instructions to the client  via phone, email, and chat, until their incident has been resolved.
  • Be self-directed and highly motivated to meet the needs of a demanding customer base across a geographically dispersed region. 
  • Facilitate regular knowledge transfer/ training sessions with the customer.

 

Identify and resolve gaps between user and support organizations that inhibit the optimization of the end user computing environment.

  • Represent the customer base to ensure quality issues with IT offerings are being tracked, prioritized, resolved, and incorporated into future IT systems and platforms. 
  • Utilize and champion the LyondellBasell process for engaging the Product Teams for advanced support and guidance. Facilitate connecting Product Teams with the customer. 
  • Champion the creation of Knowledge Base articles to facilitate first call resolution by the Service Desk / Technical Services Group (TSG). 

 

Collaborate at a high level with peers and other IT teams to ensure a consistent approach to incident and problem resolution is maintained throughout the organization.

  • Ensure the Technical Services Group / Work Place Services (TSG/WPS) organization is updated on a regular and consistent manner on local activities and issues.
  • Author knowledge base articles, IM with others in IT, and create post incident reports.
  • Stay current on industry offerings for providing optimized local and remote end user support. Must be able to identify process improvements.
  • Facilitate knowledge transfer sessions with other TSG/WPS members.

Min. Qualifications

  • Bachelor's degree in Computer Science, Management Information Systems or Business with up to two (2) years relevant experience, or a non-degreed professional with a high school diploma or GED and three (3) plus years relevant experience.
  • Above average communication and customer service skills.
  • Analytical thinker able to resolve complex problems in a high impact environment. 
  • Advanced knowledge of remote support processes and technologies.
  • Knowledge of industry standard security models.
  • Advanced knowledge of the Microsoft desktop computing environment including industry standard support tools and techniques. 
  • Proven problem solver supporting basic IT infrastructure, including endpoint management, advanced device connectivity troubleshooting, and basic networking.
  • Experience configuring and supporting PCs, and mobile devices.
  • Demonstrate advanced remote support and customer service skills for IT support professionals.

Preferred Qualifications

Experience with Office 365 strongly preferred.

Competencies

Builds effective teams
Collaborates
Cultivates innovation
Customer focus
Demonstrates courage
Drives results
Ensures accountability
Instills trust and exemplifies integrity

Must be at least 18 years of age and must be legally authorized to work in the United States (US) on a permanent basis without visa sponsorship.

 

LyondellBasell does not accept or retain unsolicited résumés or phone calls and/or respond to them or to any third party representing job seekers.

 

LyondellBasell is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, and other protected characteristics.  The US EEO is the Law poster is available here.


Nearest Major Market: New Jersey

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