Sr. Technical Support Specialist

How you will make an Impact (Job Summary)

SPX is a diverse team of unique individuals who all make an impact. We are opening a new campus facility that will have two of our businesses (Marley and Ingenia Technologies) evolving and growing together at one site. As theSenior technical support supervisoron this campus,you willbe responsible fordelivering IT services to end users in alignment with service level targets for incident resolution and request fulfillment within their assigned geographical zone. This role combines deep technicalexpertisewith leadership responsibilities, ensuring high-quality support and consistent service delivery.

As asubject matter expert, the Senior Technical Support Supervisor provides advanced support for end-user hardware, software, peripherals, copiers, scanners, video conferencing systems, desk phones, and mobile devices. They consistentlydemonstrateexceptional customer service skills, aiming to resolve incidents and service requests at first contact whenever possible.

Inaddition to technical responsibilities, this role includessupervisory oversightof Technical Support Specialists. The Senior Technical Support Supervisor actively coaches, mentors, and develops team members, fostering a collaborative and high-performing support environment. They work closely with the Service Delivery Manager to build a cohesive team culture, drive continuous improvement, and ensure alignment with organizational goals.

What you can expect in this role (Job Responsibilities)

While each day brings new opportunitiesatSPX, your core responsibilities will be:

• Manages the lifecycle (ticket generation to closure) of all incidents and service requests for their affected end users, which includes, but is not limited to the assessment of impact and urgency, accurate description, contact information, assignment to the appropriate resolver group, resolution code, and verification with the end user that ticket may be closed.

• Resolves incidents and fulfills service requests (phone, e-mail, walk-up, self-service portal) for all end usersin accordance withservice level targets whiledemonstratingthe highest level of customer service.

• Provisions andmaintainsall end-user computing equipment, such as desktop/laptop hardware, software, mobiledevicesand peripheralsin accordance withIT operations policy and procedures.

• Provides instruction and feedback in the observation of other Technical Support Specialists to help develop skills, improve communication, and create a learning environment.

• Assistsin the training of end users on desktop productivity software and other applicationsin accordance withIT operations policy and procedures.

• Escalatesincidents to theappropriate IToperations resourcesin accordance withestablished procedure.

• Monitors open tickets for accuracy,urgencyand problem resolution within prescribed Service Level Agreements.

• Provides set-up, support, and verification of multi-media functionality for conference calls and auditorium (large meetings) business unit presentations.

• Provides level 1 and 2 services for local area network and telecommunicationdevicein accordance withIT operations policy and procedures.

• Communicates prompt andaccuratestatus of assigned incidents, requests, and project work to IT operations managementin accordance withprocedure.

• Participates in the review of Service Delivery reports and metrics to make recommendations or initiate procedures to improve unsatisfactory results.

• Utilizes the company service desk system to log, and close user incidents and requests.

• Creates andmaintainsdocument repository of fixes, installation procedures, technical tips, and other office technology processes

• Identifies,researches, andassistswith implementation ofnew technologiesin accordance withIT operations policy and procedures.

• Tracks and manages IT assets (logical and physical)in accordance withIT operations policy and procedures.

• Maintains inventory andordersend user hardware, software, services, and peripherals inaccordancepurchasing policies.

• Follows company policywith regard tointernal controls as well ascomplieswithSPX policies to ensure that the employee and the company act legally and with the highest standards of ethics and integrity.

• This position will work to support the SPX IT Security Policies.

• All duties as directed ormodified.

1. Supervising responsibilities:

• Assigns daily tasks and monitors workload distribution among Technical Support Specialists.

• Conducts regular one-on-one check-ins and team huddles to review priorities and performance.

• Provides constructive feedback and coaching to team members;participatesin mid-year and annual performance reviews and recommends development plans.

• Organizes onboarding sessions for new hires; develops andmaintainstraining materials.

• Acts as the primary escalation point for complex technicalissues;ensurestimelyresolution andcommunicatesstatus updates to stakeholders.

• Reviews service delivery metrics andleadsinitiatives to enhance efficiency and customer satisfaction.

• Ensures adherence to IT security and compliance standards;maintainsaccuratedocumentation of procedures and knowledge base articles.

• Ensuretimelycompletion of all Team Refresh activities in alignment with established SLA requirements

• Monitor copier and printer inventory for leaseexpirationand coordinate end-of-life refresh processes

• Oversee smartphone provisioning, configuration, and lifecycle management

• Level One management engagements, including onboarding, offboarding, and scheduled meetings

• Maintain and update training documentation; conduct on-site training for new TSS team members

• Support recruitment efforts byparticipatingin interviews andselectionof new TSS personnel

• Compile and analyze scorecard data for monthly one-on-one performance reviews focused on SLA metrics

• All duties as directed ormodified.

What we are looking for (Experience, Knowledge, Skills, Abilities, Education)

We each bring something to the table, and we are looking for someone who has:

Preferred Experience, Knowledge, Skills, and Abilities

• Strong subject matterexpertisewith current windows-based desktop, hardware, software,networkingand peripherals including, but not limited to, Microsoft products, desktops, laptops, VPN, printers, fax machines, video conferencing, telecommunications devices including mobile devices, local area & wireless networks, etc.

• Strong subject matter expertise with desktoptoolsetincluding, but not limited to LANDesk, Quest (ARS), Service Desk, etc.

• Strong IT end user troubleshooting / diagnostic skills.

• Take-chargeindividualwith lots of energy.

• Excellent customer service skills and customer focus.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Must be highly self-motivated, self-directed,exhibitstrong initiative and be attentive to detail.

• Excellent verbal and written communication skills with the ability to present ideas in both business-friendly and user-friendly language.

• Flexibility and adaptability to changing requirementsdictatedby business and IT requirements.

• Experience in new facilitystart ups(Greenfield/Brownfield)

• Understanding of CI and visual factory management

• Understanding of I4.0 concepts and hardware/softwareneededs.

Education & Certifications

• 5-7 years of experience in a related position in a corporate environment

• Bachelor Degreein IT orbusiness relatedfield or the recognized equivalent in work experience or self-study

• Experience with Desktop, LAN and telecommunications devices including mobile devices

• PreferredBi-Lingual - English and Fluent in French with a preference on French Canadian

• Preferred Education / Experience

• Prior experience supporting executives and/or working in a professional environment

• Microsoft, A+, Cisco (Certifications)

• ITIL

Travel & Working Environment

• Travel will berequiredat times; Ingenia Headquarterlocated, QCCanadaorto SPX locations such as Charlotte, NC orOverland ,KS.