Service Desk L2 Support Specialist

As part of the IT Service Delivery team, the L2 Support Specialist will work closely with IT management and Network Engineering to help resolve issues and problems reported by Global's end user community. You will be responsible for the timely resolution of end user issues, the escalation of issues within the Service Desk team, as well as escalation to other groups outside of the Service Desk.

In this role you will act as the second level of escalation on our team. Allowing us to improve our First Contact Resolution percentages. You will be updating or creating knowledge base content as you resolve problems and issues. This role requires regular interaction with IT Solutions Architects and management to resolve technology issues and/or improve IT services.

We use ServiceNow for our ticketing system. Understanding this technology and the ITIL framework will be important in this role. Our Service Desk is a customer first Service Desk. We aspire to deliver a high level of service excellence. Bringing in experience from past roles is a requirement.

We also are building out a SharePoint Knowledge base portal. If you have experience with this technology, please bring this to the table.

This role is a hybrid role that requires three days in our Waltham office. This shift is from Wednesday through Sunday, 9am-5pm.

For over 90 years Global Partners LP has been delivering the energy our communities need to grow, move, and thrive. FromAlltown Fresh, with its innovative chef-led creations and guest-focused retail experience, to our vast network of over 50 liquid energy terminals across the eastern seaboard and beyond, Global Partner's integrated network of businesses delivers value day-in and day-out to our guests and customers across the US. At Global Partners we embrace the future, investing in the energy transition with initiatives likeGlobalGLOand supporting the communities in which we operate with our charitable work.

We're excited for the next 90 years at Global Partners and what innovative new ideas we can bring to our guests and customers in the future. We're looking for passionate people with great ideas to contribute to our company's future. If you're motivated by what's next, Global Partners can provide you the opportunities to push your career to the next level.

The Types of "Energy" You Bring

• You have a professional attitude and seek to always provide excellent customer service.
• You have a desire to learn new technologies and actively participate in the introduction and improvement of information technology.
• You are comfortable speaking one on one with all levels of the organization.
• You have excellent problem-solving skills and ability to apply technical knowledge.
• You have a strong work ethic and are a team player; you assist other technical support specialists when needed.

"Gauges" of Responsibility

• Setup and maintenance of desktop and laptop computers, printers, mobile devices, and other equipment.
• Assisting in the onboarding and offboarding process of employees
• Providing proactive support and training to the user community.
• Proactively identify and recommend enhancements to the overall IT infrastructure.
• Monitoring of the technical infrastructure using Global's Network Monitoring Platform.
• Assisting end users with installation, configuration and troubleshooting of hardware and software to ensure continued usability of equipment and software.
• Providing desk side or remote assistance to end users in the use of existing and new technologies, hardware, and software.
• Contributing knowledge and updated information into Global's IT Knowledge Base.
• Additional hours may be required for problem management and special projects.
• Participation in Global's "off-hours" coverage rotation
• Tracking open issues using Global's ticketing system.
• Occasional travel to remote sites

"Fuel" forYou

• Coins!We offer competitive salaries and opportunities for growth. We mean it! We have an amazing Talent Development Team who create trainings for growth and job development.
• Health + Wellness- Medical, Dental, Visions and Life Insurance. Along with additional wellness support.
• The Road Ahead- We offer 401k and a match component!
• Professional Development- We provide tuition reimbursement; this benefit is offered after 6 months of service.
• Give Back! We believe in community support. We know everyone gives in their own way, that's why we offer paid volunteer time-off to you to help an organization of your choice.

The GPS of our Interview Process

• First thing first, if you're interested in the role, please apply.
• A talent acquisition team member will review your resume in partnership with the hiring manager. If your experience would lend to this opportunity a recruiter willcontact,you.
• We conduct "in-person" (ZOOM) interviews and provide additional interview information or other items needed at that time.

QUALIFICATIONS

TECHNICAL SKILLS:

• Strong working knowledge of Windows 10, Windows Server 2012, 2016, 2019 and MS Office.
• Minimum 2-3 years as a Tier I Technical Support Specialist
• A basic understanding of Microsoft Active Directory, DNS, DHCP and IP Networking.
• Capable of building user workstations and/or laptops.
• Strong working knowledge of Laptops, Desktops and Printers support
• Ability to effectively support remote users via phone, email, and desktop remote control software.
• Have a strong working knowledge of the Apple ecosystem and able to troubleshoot Mobile Device Issues (iPhones, iPads)
• Basic phone PBX skills.
• After hours, on call support required, through rotation schedule

Desired Technical Skills include:

• Microsoft Networking: Printer management, File Share management, Active Directory, Microsoft IIS, Internet Explorer, DHCP and DNS.
• Basic IP networking skills.
• Basic WLAN Wireless.
• LAN printer setup, configuration, and troubleshooting.
• Voice and electronic faxing.
• ServiceNow
• SharePoint

NON-TECHNICAL SKILLS:

• The ability to work independently or in a group setting.
• Ability to find technology workarounds to issues that cannot be resolved in a timely fashion.
• A strong customer service focus and attitude.
• Good organizational skills.
• Good verbal and written communications skills.
• Proficient documentation skills in MS Visio, MS Word, and MS Excel.
• Desire to be challenged.

Education Requirement

• High School diploma/GED required
• Bachelor's degree in Computer Science desired

We value passion and potential. If you are enthusiastic about a position and think you can make a meaningful impact, we encourage you to apply even if you don't check every box. We embrace different perspectives, backgrounds and experiences.

Global Partners LP is an equal opportunity employer. We foster a company culture where ideas from all people help us grow, move and thrive. We embrace the diversity of all applicants and do not discriminate against race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability, protected veteran status or any other basis prohibited by federal, state or local law. If you have a disability and need an accommodation to apply, please contact our recruiting department at 781-891-4000.

*Disclaimer: At Global Partners, we don't use lie detector tests for any employment decisions. We follow all the rules and regulations, so we need to let you know: In Massachusetts, it's illegal to require or administer a lie detector test as a condition of employment of continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.