Sr. Techinical Support Specialist

Bulding the people that build the world.

With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development. We're a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world. 

 

As part of HVAC, Ingenia Technologies is a North American leader in the design and manufacturing of custom air handling systems and other heating, air conditioning, and ventiliation products. Through its innovative designs and state-of-the-art manufacturing processes, Ingenia designs and manufacturing premium-quality products at its Mirabel and Madison facilties that meet the very specific needs of each of its clients. With solutions to ensure air quality, we improve people's health through high quality infrastructure around the world. 

 

How you will make an Impact (Job Summary) 

SPX is a diverse team of unique individuals who all make an impact. We are opening a new campus facility that will have two of our businesses (Marley and Ingenia Technologies) evolving and growing together at one site. As the Senior technical support supervisor on this campus, you will be responsible for delivering IT services to end users in alignment with service level targets for incident resolution and request fulfillment within their assigned geographical zone. This role combines deep technical expertise with leadership responsibilities, ensuring high-quality support and consistent service delivery. 

As a subject matter expert, the Senior Technical Support Supervisor provides advanced support for end-user hardware, software, peripherals, copiers, scanners, video conferencing systems, desk phones, and mobile devices. They consistently demonstrate exceptional customer service skills, aiming to resolve incidents and service requests at first contact whenever possible. 

In addition to technical responsibilities, this role includes supervisory oversight of Technical Support Specialists. The Senior Technical Support Supervisor actively coaches, mentors, and develops team members, fostering a collaborative and high-performing support environment. They work closely with the Service Delivery Manager to build a cohesive team culture, drive continuous improvement, and ensure alignment with organizational goals. 

   

What you can expect in this role (Job Responsibilities) 

While each day brings new opportunities at SPX, your core responsibilities will be:  

 

• Manages the lifecycle (ticket generation to closure) of all incidents and service requests for their affected end users, which includes, but is not limited to the assessment of impact and urgency, accurate description, contact information, assignment to the appropriate resolver group, resolution code, and verification with the end user that ticket may be closed. 

• Resolves incidents and fulfills service requests (phone, e-mail, walk-up, self-service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service. 

• Provisions and maintains all end-user computing equipment, such as desktop/laptop hardware, software, mobile devices and peripherals in accordance with IT operations policy and procedures. 

• Provides instruction and feedback in the observation of other Technical Support Specialists to help develop skills, improve communication, and create a learning environment. 

• Assists in the training of end users on desktop productivity software and other applications in accordance with IT operations policy and procedures. 

• Escalates incidents to the appropriate IT operations resources in accordance with established procedure. 

• Monitors open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements. 

• Provides set-up, support, and verification of multi-media functionality for conference calls and auditorium (large meetings) business unit presentations.