Technical Support Analyst
Celgard, LLC

Job Info

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The Asahi Kasei Group operates with a commitment of creating for tomorrow. Our business sectors, Material, Homes, and Health Care, contribute to the development of society by anticipating the changing needs of those around the world. We look for candidates that offer a fresh perspective and a variety of skills to help us achieve our commitment.

We are currently seeking applications to fill the following job opening at Celgard where we develop and manufacture membrane battery separators that are critical components used in lithium-ion batteries for electric drive vehicles (EDVs) and energy storage systems (ESS).

Company:
Celgard, LLC

Job Description:

About Us

Polypore International, an Asahi Kasei Group company, is a leading global high technology company specializing in microporous membranes. Polypore has a broad portfolio of products with extensive capabilities utilizing proven proprietary processes and product technologies through our Celgard, Daramic and Specialty Materials product lines. The increasing demand for mobile and portable energy around the world continues to be a driving force in our growth. We capitalize on our synergies and strengths around the world to make our company stronger as a whole and we are proud to employ leading experts and scientists in the industries that we serve. We manufacture, market, and service our products through 18 manufacturing, sales and service locations throughout the Americas, Europe and Asia.

Asahi Kasei is a diversified group of companies led by holding company Asahi Kasei Corp., with operations in the material, homes, and health care business sectors. With more than 46,000 employees around the world, the Asahi Kasei serves customers in more than 100 countries. We are creating for tomorrow!

About the Role

The primary responsibilities of the Technical Support Analyst are installing, modifying and making repairs to hardware and software systems and providing technical assistance and training to ensure proper computer operation so that end users can accomplish business tasks. This is a level 1 & 2 support role that requires strong customer service skills as you will work with users at all levels of the organization. This will include receiving, prioritizing, documenting, and actively resolving incidents and requests reported by users, internal IT colleagues or by system alerts, as well as assigned project work.

Reporting Relationships

This position directly reports to the IT Support Team Manager and does not supervise others.

Asahi Kasei's Values

• Sincerity - Being sincere with everyone
  
• Challenge - Bolding taking challenges, continually seeking change
  
• Creativity - Creating new value through unity and synergy
  

Key Accountabilities

ServiceDesk

• Prioritize incoming incidents, requests, problems and tasks to give realistic and reliable dates to requestor
  
• Analyze, monitor and resolve those incidents, requests, problems and tasks
  
• Escalate when required to appropriate global group or external vendor/customer
  
• Track all steps through to final resolution in ServiceNow ticketing system for traceability
  
• Follow up and confirm provided resolution with requestor
  
• Follow all policies and procedures as defined in our standard operating procedures
  
• Create and edit documentation for IT and end users for common incidents and requests
  
• Non-stop communication and follow-up with end users and/or IT members on tickets that you manage
  
• Evaluate resolutions and find ways to prevent future issues (root cause analysis)
  
• Install images on laptops and desktops
  
• Thorough documentation of assets and tickets that you are managing
  
• Coordinate and manage IT projects as assigned
  
• Work rotations on dispatch receiving calls and tickets and routing appropriately.
  
• Will be on call for after-hours emergencies 1-3 weeks a year
  

Global work

• Work globally in teams to provide/establish global standards
  
• Coordinate local/global IT project tasks with global IT team
  

Business liaison

• Continuously looking for improvement in IT-related areas to increase business efficiency
  
• Prepare site notices, user guides and trainings to inform users about IT topics
  

Budget

• Follow budget set by IT management to make sure spending is in line with forecasts
  

Remote support

• Support for off-site users and remote locations will be required
  

Working in these systems

• ServiceNow, SCCM, Active Directory, VM Ware, Office 365 Admin, InTune
  

Qualifications

Education Background:

• High School Diploma or equivalent required. Bachelor's Degree or Associates Degree preferred.

Knowledge & Experience:

• Must have 2+ years relevant work experience required
  
• Service Now or other ticketing system experience required
  
• Active Directory experience preferred
  
• Experience with Office 365 administration required
  
• SCCM imagining a plus
  
• VM Ware experience is a plus
  
• InTune or mobile device management is a plus
  

Key Attributes:

• Must possess bias for action
  
• Strong written and verbal communication skills with ability to communicate effectively to diverse audiences across all levels of the organization is required
  
• Must be organized and detail-oriented
  
• Must exemplify integrity - follows through on communicated plans/decisions/actions
  

Travel:

• May be required to travel up to 5-10% to other sites for support and training
  

Working Environment

Will work with other support staff on-site in Charlotte and other locations. Position will have a primary location, but occasionally will travel to other locations in the Charlotte area as assigned. Some remote work possible after 90-day review.

Location Information

Charlotte, NC, known as the Queen City, is a thriving metropolitan area of over 2.6 million people across 15 counties and is situated just north of the South Carolina border, within a weekend drive to the mountains and the beach. It is comprised of diversity in people, industries and living, from urban to rural. It is ranked second among 25 largest cities for most desirable place to purchase a home by Nerdwallet.com and is ranked eight among the top 10 big booming cities by CNNmoney.com. Charlotte is home of one of North Carolina's largest college campuses, UNC Charlotte. Along with a friendly southern culture, Charlotte offers dining, arts, museums, major league basketball, football and soccer teams, a minor league baseball team, NASCAR, shopping, festivals, a variety of amenities and quick access to several parks and reserves for people who love the outdoors.

#LI-TR1

As an equal opportunity employer, Asahi Kasei believes a diverse workforce will provide us with the ability to continuously support the changes in the economy, society, and environment.

This job has expired.