SPX Technologies · 3 days ago
Sr. Technical Support Specialist
Madison, AL
Full-time
Onsite
Senior Level
5+ years expSPX Technologies is a global company that builds innovative solutions for HVAC and Detection and Measurement. The Senior Technical Support Specialist will deliver IT services to end users, ensuring high-quality support and consistent service delivery while providing leadership and mentoring to the Technical Support team.
Mechanical Or Industrial Engineering
Responsibilities
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 users in accordance with service level targets while demonstrating the highest level of customer service
Provisions and maintains all end-user computing equipment, such as desktop/laptop hardware, software, mobile devices and peripherals in accordance with IT 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
Assists in the training of end users on desktop productivity software and other applications in accordance with IT operations policy and procedures
Escalates incidents to the appropriate IT operations resources in accordance with established procedure
Monitors open tickets for accuracy, urgency and 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 telecommunication device in accordance with IT operations policy and procedures
Communicates prompt and accurate status of assigned incidents, requests, and project work to IT operations management in accordance with procedure
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 and maintains document repository of fixes, installation procedures, technical tips, and other office technology processes
Identifies, researches, and assists with implementation of new technologies in accordance with IT operations policy and procedures
Tracks and manages IT assets (logical and physical) in accordance with IT operations policy and procedures
Maintains inventory and orders end user hardware, software, services, and peripherals in accordance purchasing policies
Follows company policy with regard to internal controls as well as complies with SPX 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 or modified
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; participates in mid-year and annual performance reviews and recommends development plans
Organizes onboarding sessions for new hires; develops and maintains training materials
Acts as the primary escalation point for complex technical issues; ensures timely resolution and communicates status updates to stakeholders
Reviews service delivery metrics and leads initiatives to enhance efficiency and customer satisfaction
Ensures adherence to IT security and compliance standards; maintains accurate documentation of procedures and knowledge base articles
Ensure timely completion of all Team Refresh activities in alignment with established SLA requirements
Monitor copier and printer inventory for lease expiration and 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 by participating in interviews and selection of new TSS personnel
Compile and analyze scorecard data for monthly one-on-one performance reviews focused on SLA metrics
All duties as directed or modified
Qualification
Required
5-7 years of experience in a related position in a corporate environment
Bachelor Degree in IT or business related field or the recognized equivalent in work experience or self-study
Experience with Desktop, LAN and telecommunications devices including mobile devices
Strong subject matter expertise with current windows-based desktop, hardware, software, networking and 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 desktop toolset including, but not limited to LANDesk, Quest (ARS), Service Desk, etc
Strong IT end user troubleshooting / diagnostic skills
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, exhibit strong 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 requirements dictated by business and IT requirements
Preferred
Preferred Bi-Lingual – English and Fluent in French with a preference on French Canadian
Experience in new facility start ups (Greenfield/Brownfield)
Understanding of CI and visual factory management
Understanding of I4.0 concepts and hardware/software needs
Prior experience supporting executives and/or working in a professional environment
Microsoft, A+, Cisco (Certifications)
ITIL
Benefits
Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
Competitive health insurance plans and 401(k) match, with benefits starting day one
Competitive and performance-based compensation packages and bonus plans
Educational assistance, leadership development programs, and recognition programs
Company
SPX Technologies
ABOUT SPX SPX Technologies is a supplier of highly engineered products and technologies, holding leadership positions in the HVAC and detection and measurement markets.
1001-5000 employees
H1B Sponsorship
SPX Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (1)
2022 (4)
2021 (4)
2020 (6)
Funding
Current Stage
Late StageLeadership Team
Gene Lowe
President and CEO
Andrew Higgins
CFO, Global Cooling
Recent News
SPX Technologies
2025-10-07
Option Care Health, Inc.
2025-08-21
Morningstar.com
2025-08-13
Company data provided by crunchbase