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Sr. Customer Support Specialist - IT

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Location: BALTIMORE, MD, United States
Organization: Exelon Business Servcs Co, LLC
Job ID: 246915
Date Posted: Jun 10, 2023

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Job Description

Description

We're powering a cleaner, brighter future.

Exelon is leading the energy transformation, and we're calling all problem solvers, innovators, community builders and change makers. Work with us to deliver solutions that make our diverse cities and communities stronger, healthier and more resilient.

We're powered by purpose-driven people like you who believe in being inclusive and creative, and value safety, innovation, integrity and community service. We are a Fortune 200 company, 19,000 colleagues strong serving more than 10 million customers at six energy companies -- Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco).

In our relentless pursuit of excellence, we elevate diverse voices, fresh perspectives and bold thinking. And since we know transforming the future of energy is hard work, we provide competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career.

Are you in?

PRIMARY PURPOSE OF POSITION

Performs and/or manages IT activities related to customer interactions and service requests. Covers the broad base of service desk, workplace technology support, on-site user engagement and off-site remote IT support. Performs and/or manages activities relating to planning, designing, building and maintaining high quality solutions, products and processes. Monitors performance and quality assurance in accordance with established Service Level Agreements. Create and assigns detailed tasks to subordinates has leadership responsibility for small projects, sub-projects or process components. Expected to work under minimal supervision. Provides client engagement, education, advocacy executive and VIP support, support for high profile meetings and events, business unit specific support including: projects, restoration services such as storm duty and emergency response. Also, Provides vendor oversight for device provisioning and support, hardware and software support, IT hardware request fulfillment, mobile device support. IMACs(install, move, add, change) Video/audio conference meeting support, Inventory management, remote support, smart hands support, proactive support to remote sites.

*Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.


PRIMARY DUTIES AND ACCOUNTABILITIES

  • Supervise and Lead Customer IT Support team operations: Establishing a positive team environment by proactively assisting and training less experienced personnel and provide performance/development feedback as required . Providing reports and activity updates to management . Ensuring that Customer IT Support teams resolve tickets in a timely manner in accordance with IT Service Level Agreements. Providing oversight support of desktop computer systems, including repair, installation, and testing of systems, peripherals, and software. Oversight and escalation support for multiple platforms including desktops, laptops, mobile devices, videoconferencing equipment, printers, scanners, and plotters. Creating and maintaining scheduling of staff and activity updates to managers Assuming management responsibilities if the manager is out of office or unreachable. (30%)
  • Maintain and support user engagement with business and IT partners and other stakeholders: Customer engagement - serve as the primary contact for escalations and day to day questions. Consult on best practices and available tools/applications Vendor coordination - work with the vendor partners included but not limited to escalations, escorts and processes Change Management (CM) - support CM activities related to new or enhanced services provided by IT Business Continuity & Emergency Response - engage in all emergency response situations such as storm support or network outages. Maintain open line of communication with leadership, the ITOC and point of engagement. Promote and support the use of collaborative tools such as Teams, Yammer, etc. (30%)
  • Perform, manage, and coordinate work activities relating to projects, sub-projects, or processes. Projects - plan and coordinate resources in support of IT project engagements. Consult on best practices and available tools/applications available. Operations Support - plan and lead IT activities required to manage service level agreements. Assist others in planning and prioritizing work and work schedule - Oversee the IT Hardware Request fulfillment process (20%)
  • Executive Support - Perform break fix and service request for VIP clients (10%)
  • Assist in creation of documentation for products and services. Use best practices to improve products and services provided to business unit partners, and monitor adherence within Team/Group to standards as defined within the Management Model Create and modify knowledge management articles to improve customer experience Maintain technical knowledge and business acumen within own discipline or function Use Metrics and Service Level agreement to track performance and quality assurance (10%)


JOB SCOPE

  • Utilize understanding of customer's business needs to determine requirements
  • Applies technical expertise to plan, design, build or support required products and processes
  • Help other team members learn appropriate theories, practices and principles that relate to their skill set portfolio
  • As assigned, manage budget for area of responsibility
  • As assigned, manage working relationship with outsourcing partners
  • Maintain deep knowledge of technology and its application across Exelon
  • Participate in technology innovation to drive new business opportunities and solve complex business problems.

Qualifications

MINIMUM QUALIFICATIONS

  • Bachelor’s degree and typically 5 to 8 years related experience in IT Customer Support or 9 -12 years equivalent combination of education and work experience in lieu of degree.
  • Appropriate technical skills Active Directory, high knowledge of Windows OS, Mac OS, Office 365, Mobile Devices, Business Applications such as Service Now, Asset Suite, etc.
  • Strong Knowledge of business practices and processes in ITIL, Agile, etc.
  • Strong problem-solving skills
  • Excellent communications skills (written and verbal)
  • Experience in leading small IT projects or sub-teams and knowledge of IT project management
  • Ability to work with remote project teams.


PREFERRED QUALIFICATIONS

  • Bachelors degree in Computer Science
  • ITIL Certified
  • Customer Service Experience

 

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