Entry-Level IT Support Specialist

Job Location

San José

Job Description

Join our incident management team as an Entry-Level Support Specialist, where you will play a crucial role in delivering first-line support to our users. This position is ideal for individuals looking to start their career in IT support, with opportunities for growth and advancement. You'll collaborate across teams, resolve issues, and contribute to process improvements using AI and automation.

Key Responsibilities:

• First-Line Support: Provide essential support to users, ensuring incidents are accurately assessed before escalating to higher support levels.

• Incident Management: Utilize the ServiceNow platform to manage incidents, ensuring timely resolution in line with SLA standards.

• Training: Conduct end-user training for new features introduced in the PIM application tool.

• Collaboration: Work closely with various teams to facilitate issue resolution and prevent ticket aging.

• Documentation: Maintain and update the knowledge base and end-user documentation on SharePoint to ensure accuracy and accessibility.

• Process Improvement: Participate in daily reviews to evaluate incident resolution metrics and identify opportunities for enhancements.

• AI Tools: Collaborate with the AI Platform team to improve automation tools and develop user stories.

Job Qualifications

• Technical degree in IT or a related field

• Proficient in English (B2+)

• Familiar with O365 tools (Excel, Word, PowerPoint, Teams, SharePoint, Dynamics 365 Customer Service)

Nice to Have:

• Understanding of end-to-end processes and PIM applications

• Basic knowledge of SAP (RDC Application)

• Familiarity with systems like Enovia and PEAR

• Intermediate knowledge of ServiceNow

Important Note for Candidates:

Before submitting your application, we strongly encourage you to review the following material: Hiring Process and Assessment Information.

Familiarizing yourself with this content will help you be better prepared for the online assessments and enhance your chances of success.

Just so you now:

We are an equal opportunity employer. We don’t discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor. Our people are all equally hardworking in extraordinary ways: we come from diverse traditions, personal experiences and points of view. And we want to include yours. Are you ready to encourage us with your ideas?

What we offer!

• We'll give you responsibilities as of Day 1 – you will feel the ownership of your project from the beginning.

• You'll have continuous mentorship – you will work with passionate people and receive both formal training as well as day-to-day mentoring from your manager

• We offer you to work and be part of a dynamic and supportive environment

• We promote agility and work/life balance for employees.

• We love flexibility. You can arrange your work schedule based on your personal needs.

• We will let you experience true support for work/life effectiveness and your long-term well-being.

• We will give you a competitive salary and benefits' package.

• At P&G, leadership is not just a title; it's a mindset and a way of life. We understand that great leaders are not born overnight but are developed through experience, mentorship, and a passion for growth. That's why we have created a vibrant and inclusive environment that fosters leadership skills and encourages personal and professional development.

About Us!

P&G serves consumers around the world with one of the strongest portfolios of trusted, quality, leadership brands, including Always®,Ambi Pur®, Ariel®, Bounty®, Charmin®, Crest®, Dawn®, Downy®, Fairy®, Febreze®, Gain®, Gillette®, Head & Shoulders®, Lenor®, Olay®, Oral-B®, Pampers®, Pantene®, SK-II®, Tide®, Vicks®, and Whisper®. The P&G community includes operations in approximately 70 countries worldwide. Please visit www.pg.com for the latest news and information about us and our brands.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status,or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Stay connected with us on social media! Follow us for the latest updates, exclusive content, and more:

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Instagram @pgcareerscr

Job Schedule

Full time

Job Number

R000128340

Job Segmentation

Recent Grads/Entry Level (Job Segmentation)