User Support Officer

At Nouryon, our global team takes positive action every day, to reach higher collectively and individually. We create innovative and sustainable solutions for our customers to answer society’s needs - today and in the future. We are looking for team members who bring ideas forward, champion others and work together to do better. Does that sound like you? About the job

The User Support Officer provides users with technical support, guidance on usage and adoption of IM services to designated sites. The User Support Officer offers assistance to and guidance on IM activities related to their respective sites. The User Support Officer plays a key part in driving or participating in service improvement and optimization initiatives. In your future role as User Support Officer, you will

• Provide Technical Support to sites - 40%
• Provisioning of Services at sites - 20%
• Guide users on “how to use” and promote adoption of services - 15%
• Coordinate site related IM activities (including global operations, communication and projects) - 10%
• Second Line Support for Helpdesk and Onsite Support personnel - 10%
• Actively monitor site demands and represent the sites in IM - 5%
• [Optional] Fulfill the role as R&D PSO - 10-30%
• [Optional] Fulfill the role as Subject Matter Expert (SME) - 5 -10%

Key Activities

* Resolve incidents and service requests

• Actively monitor assigned support groups and pick up incident tickets and service requests
• Travel to designated sites when needed
• Provide technical guidance to sites when requested
• Author and updates relevant documentation
• Actively asks for input from the sites related to demands
• Adopts continual improvement mindset and drives needed improvement initiatives or actively provides input on the same
• Handle escalations from Helpdesk and Onsite Support
• Promote IM standards and adaptation of services to increase user productivity
• Partake in the different forums and projects as expert on site specific requirements and/or prerequisites
• Manages IM site specific contracts and procurements
• [Optional] Build needed expertise knowledge and support others (SME)
• [Optional] Build knowledge on R&D specific SW and HW solutions (R&D PSO) and provide R&D specialized support
• [Optional] Provide dedicated white glove VIP support and be a part of the VIP on-call rooster
• [Optional] Fulfill the role as VIP PSO

Do you have experience in Incident Escalation?, * Minimum of 5 years of experience related to end user support with a strong service centric and problem-solving mindset. Demonstrated ability to act autonomously and a continual improvement way of working.

• Demonstrated experience from guiding first line support and acting as a support point of escalation (second line support).
• General high/upper secondary school or higher with relevant technical training., * Communication Skills: The technician should be able to explain complex technical issues in simple terms to non-technical staff.
• Problem-Solving Skills: They should have the ability to think logically and solve problems efficiently.
• Customer Service Skills: They should have excellent customer service skills and be able to handle difficult situations with patience and professionalism.
• Teamwork: They should be able to work effectively as part of a team, as well as independently.
• Time Management: They should have the ability to prioritize tasks and manage their time effectively.
• Documentation: Write or update documents in an organized and correct manner as well as user friendly format.
• Way of Working: ITIL fundamentals

Technical skills:

• Advanced Troubleshooting: The technician should be able to diagnose and resolve basic hardware, software, and networking issues.
• Knowledge of Operating Systems: They should have in-depth knowledge of various operating systems like Windows, Linux, and macOS.
• Networking Skills: Knowledge of network technologies, protocols, and equipment is crucial. This includes understanding TCP/IP, VPN, LAN/WAN, and wireless networking.
• Database Management: They should be familiar with SQL or other database management systems.
• Software Application Knowledge: They should have a deep understanding of common software applications and be able to troubleshoot them effectively.

This is a permanent, onsite position on a full-time basis, based in Axis, Alabama Please apply via our online recruitment system. We will not accept applications via e-mail. Once it’s with us we will review to see if we have a match between your skills and the role! For more information about our hiring process, visit: nouryon.com/careers/how-we-hire/ We look forward to receiving your application! We kindly ask our internal candidates to apply with your Nouryon email via Success Factors. About Nouryon Explore careers and life at Nouryon If you’re looking for your next career move, apply today and join Nouryon’s worldwide team in providing essential solutions that our customers use to manufacture everyday products such as personal care, cleaning, paints and coatings, agriculture and food, pharmaceuticals, and building products. Our employees are driven by the wish to make an impact and actively drive positive change. If that describes you, we will gladly make way for your ambitions. From day one we support you with your personal growth, through challenging positions and comprehensive learning and development opportunities, in a dynamic, international, diverse, and proactive working environment.