Enable America Jobs

Join Xylem in the global mission to #LetsSolveWater! As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

Core Responsibilities

• Service Management: Manage and monitor the Help Desk ticketing system (e.g., ServiceNow), and provide timely assistance to customers with incidents, events, problems, requests, and projects.

• Troubleshooting: Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems with computers, input/output fleet, voice, and video equipment. Escalate incidents as necessary.

• Technical Support: Provide advanced technical support to team members, on-site and remote end users, resolving complex issues related to computer applications, hardware, and network systems.

• Security: Assist with resolving security-related issues, ensuring the integrity and security of enterprise data on host computers and during data transfer in accordance with data privacy regulations, security standards, and corporate policies in all IT service delivery activities.

• Deploy and Manage Hardware: Deploy computers, printers, multifunction devices, scanners, VoIP phones, and mobile devices using tools like Microsoft Endpoint Manager (Intune) and Apple Business Manager.

• IT Infrastructure and Connectivity support: Ensure network stability (LAN/WAN) and connectivity of all equipment, including workstations, servers, phones, mobile devices, printers, scanners, and multifunction devices.

• User Account Management: Manage end-user accounts, permissions, and access rights using systems like Active Directory and Azure AD, following best practices regarding privacy, security, and regulatory compliance.

• Asset Management: Practice network asset management as per documented processes.

• Project Coordination: Assist with coordinating and managing IT service delivery projects, ensuring they are completed on time and within scope.

• Knowledge Sharing: Exchange information and promote knowledge sharing with other members of the support team.

• Rusk Management: Identify potential risks to IT service delivery and develop strategies to mitigate their impact, collaborate in BCP and DRP strategies as required.

Qualifications

Bachelor’s Degree in MIS, Computer Science, or related field with 4+ years or more of experience in a similar role, preferably in the manufacturing industry, 1-2 years in a leadership or supervisory role is a plus, Bilingual, English level above 80%.

Experience and skills

• Service Desk IT support (onsite and remote).

• Help Desk ticketing system management (e.g., ServiceNow).

• ITIL (Information Technology Infrastructure Library).

• Continuous Improvement mindset.

• IT Infrastructure support knowledge (LAN, WAN, Videoconference, Servers, etc.).

• Windows 10/11, Microsoft 365, Active Directory, Azure, Intune, Cloud Applications, VPN.

• Advanced hands-on troubleshooting experience with software and hardware.

• IT Asset management.

• Problem-solving and multitasking.

• Customer service oriented.

• Team Collaboration: Experience working within a team-oriented, collaborative environment.

• Work and collaborate with higher-level IT support groups in projects and complex problem resolution.

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of diversity, equity and inclusion in driving innovation and allowing us to compete more effectively around the world.