Virtual Call Center Jobs in Nevada (NOW HIRING)

Eaton's Corporate Sector division is currently seeking a Site Infrastructure Specialist. This position will sit out of our Reno, NV site.
The expected annual salary range for this role is $84000 - $123000 a year.
Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.
What you'll do:
Job Summary
The primary function of this position is to provide site support and ensure compliance with all of Eaton's policies and procedures with minimal supervision. Our customers include all of Eaton's users (local and remote). Day to day IT ownership for site(s), site health & site customer experience, ensuring fast and quality restoration of site IT service interruptions. Leads regional improvement initiatives.
Job Responsibilities
Tools/Technology
• Workforce Productivity: Deployment, configuration, and support of hardware client operating systems, and productivity software for end users. Support users with Office 365 and standard productivity tools; provide basic training and guidance.
• End User Computing & Mobility: Assist with mobile device setup and EUC tools, following standard procedures.
• Smart Hands in Server Rooms: Provide hands-on support in server rooms, ensuring safety protocols, monitoring environments, and installing/troubleshooting servers, Virtual Machines (VMs), and UPS systems.
• Physical Security: Support visitor management systems and maintain knowledge of access control and video surveillance technologies.
• PC Desktop Support: Deliver onsite and remote support via BeyondTrust, manage virtual desktops, Zscaler, printers, peripherals, and PC lifecycle; resolve connectivity and security configuration issues.
• Network Infrastructure: Troubleshooting across LAN/WAN (including SD-WAN), network security, and OT environments. Assist with support for Network Security Operations technologies that enable secure site connectivity globally including site firewalls, and network segmentation.
• Mobile: Manage on-site cellular tech and support mobile communication devices (femto cells).
• Operational Technology: Supports OT systems by connecting industrial machines to the network. Understands the role of OT in industrial environments.
• UC Technology: Deploy and troubleshoot VoIP/telephony, conference room tech, digital signage, call center connectivity, and POTS-in-a-Box solutions.
• Knowledge Management: Create and maintain technical documentation to support knowledge sharing.
• Prioritize the use of AI tools in standard work activities; identify opportunities to automate and streamline to gain efficiencies.
Additional Information:
Process
• Follow IT Service Management (ITSM): asset management, change management, incident management, request management, problem management, and project management processes to serve end users and maintain high levels of performance in achieving service level agreements.
• Responsible for annual refresh of IT disaster recovery plan, as well as walkthrough of plan with stakeholders if required.
• Provide input on IT process to support the Manufacturing equipment.
• Lead the Inventory, Risk Assessment & Profit Planning Process. Influence budgeting, forecasting, and spending for IT infrastructure.
• Participate in internal audits related to IT processes, procedures, software, and systems.
• Cybersecurity: Follow security protocols, report suspicious activity, and apply foundational security principles.
• Lean Daily Management: - Adhere to Lean Daily Management (e.g. 5S - clean workplace initiative, RCA, Gemba). Maintain accurate ServiceNow records and manage ticket queues for timely resolution.
• IT Compliance/Risk Management: Support disaster recovery planning, adhere to ITAR/CTD compliance, and apply cybersecurity fundamentals. Comply with, and be an advocate of, company policies and procedures
• Continuous Improvement: Apply EBS, Root Cause Analysis, and CI tools to enhance service delivery.
People
• Lead a small project technical team with minimal supervision.
• Coaching & Mentoring: Mentor new hires and support onboarding experience.
• Vendor Coordination and Management: Facilitate telecommunications providers on site.
• Customer Focus: Resolve user issues independently, manage expectations, and ensure high satisfaction through timely follow-up.
• Relationship Management: Build trusted partnerships with plant leadership and act as a liaison between IT and business stakeholders.
• Perform additional duties upon leadership direction.
• On Call as needed, Travel up to 25%
Qualifications:
Basic Qualifications:
• Associate degree plus 3 years IT experience or high school diploma plus 5 years IT experience required.
• This position requires use of information or access to hardware which may be subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
• No relocation benefit is being offered for this position. Only candidates within a 50-mile radius of Reno, NV will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation.
• Legally authorized to work in the U.S. without company sponsorship now or in the future.
Preferred Qualifications:
• Bachelors degree in IT from an accredited institution
• Minimum 5 years of relevant IT service delivery experience.
• ITIL foundations certification
• CompTIA A+ certification
Skills:
Technical knowledge
• Intermediate knowledge of MS Windows Operating Systems
• Intermediate knowledge of MS Office Suites - PowerPoint, Excel, SharePoint, Outlook
• Intermediate knowledge of Hardware Devices - online PCs, PC peripherals, PC non-networked, OT Systems (I4.0), hand scanners, printers, switches, wireless access points, virtual machines, UPS, R&D Labs, and mobile phones.
• Intermediate knowledge of other IT infrastructure - network, servers, storage, phone systems
• Miscellaneous equipment used in manufacturing locations such as bar code scanners, specialized printers, industrial PCs, RF Scanners, etc.
• Ability to adapt and learn; to support complex IT environments that may contain various operating systems, desktop, network, phone, and mobile technology
• IT Service Management (ITIL) - Asset Management, Incident Management, Request Fulfilment, Problem Management, and Change Management
• Ability to lead IT initiatives across the organization
Soft skills
• Excellent customer service and communication skills
• Ability to relate well to people at all levels of the organization
• Mentoring of Analysts optional
• Instructional guidance for Customers
• Communications: Communicate clearly across languages and audiences, translating technical content for non-technical users.
• Communication-SelfMotivation-Leadership-Responsibility-Teamwork-Problem Solving-Technical Agility -Ability to Work Under Pressure-Time Management-Flexibility-Agile Mindset-Conflict Resolution-Negotiation
• Core Competencies: Demonstrate sound judgment, attention to detail, empathy, accountability, and effective conflict resolution.
• Learning Agility: Actively pursue training and development opportunities.
• Ability to draw conclusion from complex data sets to improve a metric or effort. Can present solutions and drive the improvement from data analysis.
We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.
Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.
You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.
To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number.
We know that good benefit programs are important to employees and their families. Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.