IT Specialist

Position: IT Specialist

Location: New York, NY (On-site) 

ABOUT THE WELLA COMPANY

Together, WE enable individuals to look, feel, and be their true selves.Wella Company is one of the world’s leading beauty companies, comprised of a family of iconic brands such as Wella Professionals, Clairol, OPI, Nioxin and ghd. With 6,000 employees globally, presence in over 100 countries, Wella Company and its brands enable consumers to look, feel, and be their true selves. As innovators in the hair and nail industry, Wella Company empowers its people to delight consumers, inspire beauty professionals, engage communities, and deliver sustainable growth to its stakeholders.For additional information about the Wella Company please visit www.wellacompany.com.  

THE ROLE

We are actively looking for an IT Specialist to support our office based and remote users based out of our New York Office. This role will be focused on end user devices (Laptops, Macbooks, Peripherals) as well as Mobility (iPhone, iPad) support and supporting users with common desktop technologies (e.g. Office 365). You will be also responsible for ensuring a quality support of IT local service to our NY based VIP executives, providing IT support for event management, support for Executive Video Conference/Teams meetings, printing services and any local hands & eyes IT activity across our Offices, Studios and other sites.

KEY RESPONSIBILITIES 

• Responding in a timely manner to IT service issues and requests across Offices & Studios in respective region.Provide technical assistance with computer hardware and software related issues raised by user community in line with agreed SLAs.


• Resolve issues for users in region remotely via phone/Microsoft Teams if user not based on site.


• Managing & Configuring computer hardware, software, systems, networks, printers, and scanners as required as part of IT project activity (e.g Office Moves, Site Power downs etc….).


• Provide introductory on-line / in-person training for newcomers.Create and maintain tips and tricks solutions and run digital awareness training sessions for users on tooling such as Office 365, Wifi, Zscaler etc.


• Support Onsite Video Conferencing Rooms and large eventsSupport Execs at Offsite events with IT issues, as necessary.


• Escalate and coordinate resolution of user issues/requests with local 3rd party IT suppliers (Xerox engineers, AV/VC, Lenova Engineers…)


• Escalate issues/requests with global 3rd party partners on behalf of local users as needed (e.g Accenture Service Desk & Resolution teams)


• Act as IT representative and single point of contact when broader IT Operations teams require physical “hands & eyes” presence (Networks, Cyber, Infrastructure Hosting, Legacy Applications) for incident management.Act as a Host for 3rd part engineers visiting site as part of IT service resolution

QUALIFICATIONS

• Strong Customer service skills working with non-digitally aware userbase.In some locations fluency in the local language will be a critical factor.


• Organised when it comes to managing a workload of technical activitiesEffective communication skills with end users when global messages need to be cascaded locally to the siteStrong troubleshooting and critical thinking skills when it comes to Incident Service Request ManagementPrevious working experience in IT support for 5 years, with at least 5 years expertise in Office 365 Tooling (Outlook, Onedrive, Sharepoint, Teams etc…)


• Degree in Computer Science or Management Information SystemsPrevious experience in supporting and troubleshooting Lenovo laptops a plus.


• Previous experience in supporting and troubleshooting iPhone and iPads.


• In depth knowledge of Windows, Intune, Mac OS, Microsoft Office 365, AD, Apple Business Manager and other desktop related technologies.


• VIP support experienceITSM tools (ServiceNow or similar) is a plus, including queue managementWillingness to learn, observe and take directionBe able to lift upwards of 50 lbs

We disclose the compensation range for positions in compliance with local law. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, skills and in comparison to internal incumbents currently in similar roles. Pay Range: $82,650 - $90,000 salary per year. The range listed is just one component of Wella Company's total rewards package for employees. Other rewards may include annual bonus plan or variable pay, depending on the role. In addition, Wella Company provides a rich variety of benefits to employees, including health insurance, life and disability insurance, 401(k) retirement plan, paid holidays and paid time off (PTO).

NOTICES 

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

If you need assistance and/or a reasonable accommodation due to a disability during the application process, please email [email protected]. This email account will not respond to inquiries regarding the status of a candidate’s application.

Wella participates in the E-Verify Program to confirm eligibility to work in the United States. Information regarding your rights: Know Your Rights and Pay Transparency Nondiscrimination Provision.