Provides IT Infrastructure support on-site and remotely (solving second level Incident, Problem and Request management), maintenance (Change, Asset Management and Patching) and support project execution, partnering with Global IT team and external service providers, utilizing tools and following IT Standards and Procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
* Supports Incident and Request management submitted through the incident management system per service level objectives.
* Supports procurement, installation, configuration and support end user devices like Laptops, Desktops, Workstations and mobile devices through staging or manual deployment of standard software (MS Office, Lotus Notes, SAP Client, VPN Software, Antivirus, Engineering and other Client Side software) or apps, PBX and Phone systems.
* Supports Enterprise IT teams in additional troubleshoots and maintains Server, Network (WAN & LAN), Monitoring UPS and Switches, Backup Environment and external vendor.
* Reports issues through service desk tools and follows-up through enterprise team and or vendors for critical and high issues tracking and escalating until closure.
* Supports the on-site Computer Room, Racks, cabling and Data room maintenance tasks.
* Supports Vendor Service Management activities and partner with VMO and follows escalation processes.
* Manages and maintains Asset Register through tools and conduct random physical audit.
* Maintains and loads backup tapes per backup policy and direction from Global Data Preservation team and support restoration of data per requests.
* Follows Change Management processes and Critical Communication Process during outages and changes.
* Provides basic training new IT Users on IT Process and IT Systems usage.
* Executes patching plan for site(s) equipment's and execution the plan.
* Other duties as required.
SPECIALIZED SKILLS AND KNOWLEDGE:
* Excellent Customer skills / Customer-focused, active listening, and empathy.
* Excellent written and verbal communication skills in English. Ability to communicate in other languages relevant for the region is a plus.
* Excellent knowledge on Installation, Configuration, Patching and troubleshooting of Windows 10, Office 365, Symantec Antivirus, SAP Client, Bomgar and other Client side Software installation, Skype/Team Conferencing, HP Hardware (Desktop, Laptop, Printers).
* Ability to work with limited Supervision.
* Optional Skills around Active Directory administration, Symantec end Point encryption, Mobile devices support.
* Conceptual thinker, Goal oriented and driven to meet project deliverables and deadlines.
* Organized and able to function successfully in a team environment.
* Excellent Service Desk process knowledge and good understanding of service level objectives.
* Ability to learn quickly and willingness to adapt to changes.
* Ability to interface and influence at multiple organizational levels and initiate escalation appropriately.
* Excellent relationship building and networking skills and ability to translate technical concepts into nontechnical terms.
* Organized and able to function successfully in a team environment.
* Knowledge of 5S.
* Experience with label printing and label application technology is a plus.
* Must be comfortable working in an environment with heavy machinery.
* Experience troubleshooting and repairing RF barcode scanners.
EDUCATION
* Bachelors' Degree in Computer Science preferred.
* ITIL, Microsoft Certified Desktop Service Technician (MCDST), HP Desktop / Printer preferred.
PHYSICAL DEMANDS, WORK ENVIRONMENT AND WORK EXPERIENCE
* Minimum 2 years of experience working in an IT operations / service organization within a complex IT Infrastructure environment providing support on-site and remotely (automotive and / or manufacturing industries is a plus).
* Often required to sit and use their hands and fingers, to handle or feel.
* Occasionally required to stand, walk, reach with arms and hands, climb or balance and to stoop kneel, crouch or crawl.
* Vision abilities required include close vision.
* The noise level in the work environment is usually quiet to moderate.
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Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer, M/F/D/V. Click here:
http://www.yoh.com/applicants-with-disabilities
to contact us if you are an individual with a disability and require accommodation in the application process.
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Schneider Electric USA, Inc |
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Schneider Electric USA, Inc |
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Schneider Electric USA, Inc |