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Sr. IT Customer Support Specialist

Company: Honeywell
Location: Redmond
Posted on: May 13, 2022

Job Description:

Join a team recognized for leadership, innovation and diversity

The future is what you make it. When you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers and doers who make the things that make the future. That means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings smart and safe and even making it possible to breathe on Mars. Working at Honeywell isn't just about developing cool things. That's why all of our employees enjoy access to dynamic career opportunities across different fields and industries. Are you ready to help us make the future?

Honeywell is a Fortune 100 company, and the Workplace Employee Experience team is a professional internal service organization that delivers IT transformation and service delivery using technology, processes, people, and relationships. Our group has responsibility for the management, service delivery and support of site-based core IT services. These services include but are not limited to business and IT based transformation, governance, contract management, supplier management, disaster recovery, business continuity planning, corporate audit and working closely with our IT business partners to manage escalations and support requests.

This role will support the Workplace Support Services leadership team to drive consistent IT service delivery and supplier performance for the Unites States and Puerto Rico sub region sites. The role will be required to participate in on-site, face-to-face engagement with key stakeholders, functional peers and IT business partners and be able to provide oversight and management of our critical IT services using consistent standards, management operating system and utilize industry and Honeywell best practices.

This role will also play an important role to provide input on the design, development and support needed to advance key transformation-based programs, projects, system upgrades, in support of continued business growth across all our core services.

Key Responsibilities:

Provide on-site, local IT technical expertise with a global mindset, support nearby sites
Certify that Honeywell IT standards are applied at the site level; ensure full adoption and implementation of Honeywell standards, tools, processes, and strict adherence to Honeywell policies
Provide local project delivery support (such as SD-WAN, DNA Spaces)
Be the customer advocate; determine the local 'Pulse of IT'
Integrate into site/business operations MOS (TAM, Staff)
Enhance the customer experience through proactive support
Build confidence and trust in IT through face-to-face interactions
Be an IT Evangelist, understand the perception of IT
Certify local compliance and security thus enabling audit success
Provide a physical presence for IT, enabling immediate response
Promote innovation and adopt a problem-solving mentality, seeing/experiencing the problem 'first-hand'
Promote continual service improvement, deliver enablement training
Review and manage the supplier-based SLAs, OLAs, SLOs, Customer Sentiment, Kaizen Ideas and Customer Escalation
Review sentiment, CSAT, VOC and other customer feedback to drive improvements in user experience and reducing user effort to obtain IT services and resolution of IT incidents
Provide design and support for IT and Business Transformation based work
Provide escalation and supplier management to Site & Business leaders
Work with our cross-functional IT support organization and our suppliers in the planning and execution for other core services including: Cyber Safety, Audit, Compliance, M&A, Continuous Service Improvement
Support the business case development, IT transformation, and service optimization initiatives
Support businesses to adopt new technologies and drive transformation and in support of IT based cost savings initiatives
Provide guidance and recommendations for operational support in security, compliance, specialized applications, corporate audits, risk and cyber self-assessments
Coordinate with vendor supplier on systems monitoring, event escalation, root cause / corrective action analyses, disaster outage response and management
Act as a conduit for assisting/managing site support vendor relationship
Ensure customer satisfaction targets for site customer feedbacks are achieved


5+ years of IT experience with increasing technical and operational responsibilities
3+ years of experience supporting IT Infrastructure, Desktop and Site based IT Services
3+ years of experience working with contracting, managed service and third parties (internal and external)
3+ years of experience working in large enterprise IT environment supporting the design, development, and deployment of large enterprise IT projects.
3+ years of experience managing and supporting IT sites and providing service in environments with greater than 1,000 end-users


BS in technical degree or business
Strong communication and customer service and support skills
Ability to communicate effectively in proactive manner at all levels of the organization
Ability to work under pressure with a strong business acumen and customer centric focus
Excellent Interpersonal and communication Skills
Ability to function in a collaborative environment with business clients
Solid understanding of infrastructure and business support, related experience in Honeywell is a plus
Excellent Communication Skills: ability to influence internal / external customers, suppliers, and team members to drive best outcome for Honeywell with the ability to deliver complex information to diverse audiences
A high degree of knowledge and experience supporting critical IT service and support at very large sites (> 250 people) or environments including those deemed as business critical
Knowledge of security concepts, standards, and processes
Six Sigma certified and ITIL certification a plus

Additional Information

JOB ID: req336922
Category: Information Technology
Location: 15001 NE 36th Street,Redmond,Washington,98052,United States
Global (ALL)
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

Keywords: Honeywell, Redmond , Sr. IT Customer Support Specialist, Other , Redmond, Washington

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