Core Responsibilities
61 Drives end-user satisfaction by receiving, managing, prioritizing, escalating, closing and communicating about tickets from colleagues and partners.
61 Solves incidents and requests by following procedures described in the knowledgebase. Attempts to solve complex issues with the help of more senior colleagues.
61 Ensures a swift and efficient resolution of issues by proficiently and consistently resolving issues for all supported solutions and quickly assigning/escalating more complex issues to product teams.
61 Provides high-quality self-service channels or resources by authoring, editing, and publishing knowledgebase content.
61 Contributes to proactive tasks in the product by facilitating agile ceremonies and identifying opportunities for operational efficiency.
61 Supports user-centric product development by providing input and identifying areas of improvement that could increase user experience and reduce reported issues.
61 Works towards a culture of self-service, automation, and waste reduction.
61 Actively improves, utilizes, trains, and promotes new technologies implemented in the organization.
61 Actively engages in agile ceremonies with meaningful interactions and contributions.
61 Manages assets, including maintenance of computer and mobile inventory, printers, and other hardware items.

Play your part in our team succeeding
The Service & Support Specialist acts either as the first point of contact for users requiring technical support or taking action on proactive monitoring. If possible, the Specialist immediately resolves issues based on available documentation and domain-specific expertise or assigns/escalates to the relevant product team(s). The Service & Support Specialist contributes to a consistent 24/7 global support service by using common tools and processes. The local presence of the Service & Support Specialist in factories and hubs, enables the Specialist to act as an ambassador for Digital Technology and as extended support for the Digital Product Teams.

Do you have what it takes?
61 Bachelor’s degree in Information Technology, Computer Science or equivalent
61 Hardware troubleshooting: Understanding of computer hardware components, peripherals, and troubleshooting techniques to diagnose and resolve hardware-related issues.
61 Operating systems: Familiarity with different operating systems such as Windows, macOS including installation, configuration, and basic troubleshooting.
61 Software applications: Knowledge of O365 and its components.
61 Being able to create simple Low Code/No Code solutions.
61 Networking basics: Understanding of fundamental networking concepts like TCP/IP, DNS, DHCP, and Wi-Fi to assist with network connectivity troubleshooting.
61 ITSM knowledge: fundamental knowledge of ITIL and Agile.
61 Security awareness: Understanding of common security threats, such as malware and phishing, and knowledge of basic security practices to protect systems and data.
61 Mobile devices: Familiarity with mobile operating systems (iOS, Android), basic troubleshooting, and configuration of mobile devices (smartphones, tablets).
61 Remote support: Ability to provide remote assistance to end users using remote desktop tools or other remote support software.
61 Able to work well independently and collaborate with colleagues with a ‘succeed together’ mindset
61 Data driven approach to work on initiatives to improve the service and reduce waste
61 Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
61 A quick learner, a team player, and a problem solver.
61 Experience in a factory environment, especially with MES system support.

Join the global LEGO03 family
Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.
The LEGO Group is proud to be an equal opportunity and an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, ***, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
We support our employees in being there for the moments that matter in life and celebrate families of all kinds, the loved ones that make us who we are. Being part of the LEGO Group also means taking part in our annual Play Day, playing a part in building a sustainable future and continuing our mission to “inspire and develop the builders of tomorrow.”