Accountability
61 Provide advanced troubleshooting, root cause analysis and problem resolution for all technical issues (hardware/software) that may arise.
61 Serve as an SME for some technologies (software/hardware) and provide excellent on-site and remote technical support to customers and the business in alignment with the agreed upon SLA targets. All work should be documented completely after troubleshooting and confirmation of resolution.
61 Coordinate with colleagues and/or Functional IT groups as needed to facilitate escalated technical support. Continue to serve as the “owner” of all queries through completion.
61 Ensure all technology assets are secure and current with the latest Windows updates, compliance standards, patches, and other necessary updates.
61 Collaborate with the business to identify opportunities for improvement and make recommendations to IT Management. Support the creation and implementation of solutions as assigned.
61 Support IT Management as needed in resolving Major IT Incidents.
61 Serve as the intelligent onsite hands for Functional IT groups as needed to support the IT Infrastructure.
61 This position will work independently with little direct supervision and is responsible for maintaining communication and completing deliverables by the assigned deadlines.
61 When requested, provide technical assistance outside of normal office hours.
61 Maintain the highest level of customer support for the customer base through proactive management and implementation of continuous improvement initiatives.
61 Assist with communication to stakeholders and IT management as needed regarding service provisioning and outages.
Education & Experience
61 Bachelor’s degree within Information Technology field of study, or equivalent work experience.
61 Minimum 3-6 years of IT experience 3+ years of End-User Experience (EUX) focus area expertise with a comparably sized or larger company.
61 Extensive experience with desktop hardware, software applications, operating systems and network connectivity is required.
61 Experience working with executives and c-suite in an IT support capacity is preferred.
61 Advanced Windows Desktop OS knowledge is required.
61 Knowledge of and experience with Active Directory, Network Essentials, Microsoft Office Productivity Applications, PC Setup/Imaging and VoIP/Telephony systems
61 Experience with mobile device management (MDM) setup, troubleshooting, and configuration skills (iOS and Android)
61 Experience supporting Audio and Video conferencing technologies (Zoom, Teams, or similar.)
61 Excellent communication skills with the ability to understand and converse in the local site language. Must be able to understand and communicate in English.
61 Excellent customer service, interpersonal skills, telephone etiquette, time management, and problem-solving skills
61 Excellent teamwork and collaborative skills
61 Strong knowledge of service desk applications and associated operations (ServiceNow or similar preferred)
61 Working knowledge of ITIL Service Management
61 Experience supporting IT in a manufacturing environment with 24/7 operations is preferred.
Misc. Requirements
61 Demonstrate commitment to providing exceptional service to internal clients, at all levels.
61 Ability to travel globally 5%-10% of time.
61 Ability to work and provide support in a manufacturing environment.
61 This is an onsite role and would be required to provide support locally and via phone/collaboration tools, etc.
61 Ability to lift and transport equipment weighing up to 50lbs/23kg, as well as the ability to crawl under desks or climb ladders as needed for IT tasks (installation, maintenance, etc.). There may be additional training required based on local/regional laws.