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Technical Support Specialist

Renton, Washington - Explore location IT & Digital Solutions Full Time

Job description


• Strong understanding of the end users’ needs, business processes, Digital products and platforms
• Current on relevant technology standards, trends and innovations
• Depth of experience of IT service management and Infrastructure standards, processes and toolsets, procedures and guidelines
• Extensive knowledge of IT policies, guidelines and principles as well as information security and how to use them in daily job tasks
• Conceptual understanding of accounting and finance concepts related to the procurement and lifecycle management of IT assets
• Ability to learn the IKEA Digital landscape (Central and Country) and how it works for the IKEA Business
• Willing to learn how the business impact of service requests and incidents effects the company
• Basic knowledge of project and change management
• General knowledge of the IKEA Concept, the IKEA Brand Identity and the IKEA culture & Values

• At least 3 years of experience working as a Technical Support Specialist and relevant education
• Proficiency with: Windows 10 operating systems; PC/Desktop Hardware troubleshooting; Cisco hardware experience racking and patching; Layer 1 network troubleshooting; Supporting a networked printing setup and support; Supporting Citrix applications and thin clients; NEC telephony equipment; MAC OS
• Physical installation of servers & network equipment
• Experience working directly with customers/end-users
• Experience handling multiple projects and priorities at the same time
• Ability to communicate confidently and clearly in English (written and verbal)
• Self-reliant and motivated with a proven ability to work as part of a team as well as independently


• Manage the lifecycle of all IT assets within the defined region including maintaining an accurate inventory, maintaining fixed-asset accounting register, preparing budget input, procurement of new hardware and software and implementation and configuration of new assets
• Lead or support on-site project implementation/deployment efforts with regard to implementation of new Digital products, lifecycle refresh of hardware solutions and all technical implementation work related to the build-up of new locations
• Provide 2nd level hardware and software support for end users at multiple sites within a defined region, and provide remote, after-hours support for business-critical issues, aligned with Central Group Digital service operations framework
• Perform preventive maintenance and routine monitoring to include creation and follow-up of a service schedule for fixed assets, daily and weekly review of all applicable monitoring tools in order to identify and avoid potential business interruptions
• Take necessary decisions and actions to solve issues, as well as prioritize issues according to business needs, and know when and how to escalate an issue in the support chain.
• Ensure projects in need of Technical Support receive such support through participation in necessary project teams and actively ensuring necessary preparations and activities are in place for local projects and global deployments
• Provide hands-on basic technical training for onsite support staff and of new hires, including setting up and introducing technical equipment (e.g., laptops)
• Provide input on what digital equipment/products might be in risk of downtime and suggest solutions to ensure the business continuity plan is secured and in place for all critical equipment/products • Coordinate and manage local vendors and local contact points to global vendors regarding support, upgrades, bug reporting, change requests, etc. when needed


We’re the ones who make it possible for people to have a smarter life at home and a hassle-free and rewarding shopping experience. Together we work to find new digital solutions for every business need to help make IKEA a great and efficient place to work. We like to think of ourselves as innovative and modern, and we believe that nothing would actually work without us.