John Crane is a global leader in rotating equipment solutions, supplying engineered technologies and services to process industries. The company designs and manufactures avariety of products, including mechanical seals and systems, couplings, filtration systems and digital diagnostics technologies. John Crane customer service is accessedthrough a global network of more than 200 sales and service facilities in over 50 countries. Global reported revenue for fiscal year 2021 was in excess of $1 billion USD. JohnCrane is part of Smiths Group, a global leader in applying advanced technologies for markets in threat and contraband detection, energy, medical devices, communications,and engineered components.

Responsible for providing technical support for all John Crane and affiliated computing devices. Identify, log, investigate, and resolve technical issues or service requests, ensuring that support incidents are handled within standard BIS SLT targets. Respond to phone calls, emails, and web-based support requests, aiming to resolve issues on the first contact. Support all John Crane projects and initiatives as needed to ensure successful implementation. Collaborate with goods and service providers as required. Follow commonly used help desk (GSD) concepts, best practices, and procedures.

Key Responsibilities:

• Provide Level 1 remote technical support to all John Crane employees.
• Receive and log all phone calls, emails, and web form requests into the GSD tracking system, and attempt to resolve incidents or service requests on first contact.
• Assess issues by interpreting end-user descriptions to determine resolution or the best course of action.
• Manage tickets and tasks in accordance with BIS standards, ensuring SLT targets are met.
• Identify issue trends and report them to the Global Service Desk Manager for further analysis.
• Provide Level 2 and 3 on-site support to business units in a professional and detail-oriented manner, including desktop support and direct interaction with users when required.
• Supply and manage personal computing devices in line with BIS standards and policies.
• Support operating system installation, troubleshooting, and maintenance for all PCs, laptops, desktops, and Windows-based workstations, as well as provide support for iPhone and Android mobile devices.
• Assist in creating and supporting the implementation of new technologies and services on Windows 10 and 11, and manage BIS and business initiatives and projects as needed.
• Monitor and ensure that incident responses and service requests are handled within defined service level agreements.
• Provide support for handheld scanners, label printers, and other manufacturing/production devices connected via the network.
• Provide technical support and expertise to other customer service personnel, regions, sites, and BIS/business projects.
• Assist customer service supervisors and managers in creating, implementing, and maintaining associated policies, procedures, and training plans.
• Create and maintain documentation as required.
• Support asset management for all customer service devices.
• Availability to travel to other Smiths locations by car or plane as required.
• Perform other job-related duties as assigned.

• Bachelor’s degree in Computer Systems Engineering, Information Technology Engineering, Telecommunications Engineering, Computer Science, or a related field.
• Minimum of 2–3 years of experience in a customer service–focused environment and within an IT service desk environment.
• Experience with hardware, software, operating systems, networking, remote connectivity, and workstation management support.
• Experience with Windows 10/11, Microsoft enterprise products, LAN/WAN, and Microsoft O365 applications (Teams, Azure, Outlook).
• Ability to learn effectively and retain information.
• Ability to understand and follow written and verbal instructions.
• Ability to organize and manage multiple tasks and priorities.
• Ability to establish and maintain effective working relationships with individuals encountered in the course of work.
• Strong communication and collaboration skills.
• Knowledge of ITIL service delivery processes.
• Ability to maintain confidentiality of information.
• English intermediate is required

Diversity & Inclusion

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardlessof race, color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud tobe an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

Additional Information

According our mission, vision and Global Policies: Under no circumstances shall Staff be charged any fee or other costs in relation to their recruitment to work at Smiths, whether directly or indirectly. Any recruitment fees shall be paid by Smiths.

Smiths will not employ anyone below the age of 18. Smiths will take reasonable steps to satisfy itself of the member of Staff’s age before that person starts work at Smiths. When persons under the age of 18 are employed, they must not do work that is mentally, physically, socially or morally dangerous or harmful or interferes with their schooling by depriving them of the opportunity to attend school.