What you’ll do:
* 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
zone improvement initiatives.
* Tools/Technology
* Deployment, configuration, and support of hardware, client operating
systems, and productivity software for end users.
* Hardware support includes 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.
* Assist with support of site-based IT systems.
* Under supervision, participate in troubleshooting and resolution of larger
IT issues.
* Local hands and partnership with site, feet on the ground support to other
IT teams with technology.
* Process
* Follow IT Service Management (ITSM) processes: asset management, change
management, incident management, request management, problem management, and
project management to serve end users and maintain high levels of performance
in achieving service level agreements.
* Participate and update in the annual refresh of IT disaster recovery plan,
as well as walkthrough of plan with stakeholders if required.
* Participate in application, infrastructure, security, operational
excellence initiatives, and support activities as needed.
* Assist in efforts related to root cause analysis and problem management as
needed.
* Provide input on IT process to support the Manufacturing equipment.
* Adhere to Lean Daily Management (e.g. 5S - clean workplace initiative, RCA)
* Participate in the Inventory, Risk Assessment & Profit Planning Process.
* Participate in internal audits related to IT processes, procedures,
software, and systems.
* Adhere to company policies and procedures always, including, but not
limited to ethics, data protection, information security, human resources, and
compliance policies and procedures. Protect both Eaton's physical and
information assets.
* People
* Liaison between IT and users to drive IT standards.
* Share information about standards, policies and best practices with end
users to increase user satisfaction.
Qualifications:
* Bachelor’s degree and above
* 2 years of relevant IT service delivery experience
* Intermediate knowledge of MS Windows Operating Systems
* Intermediate knowledge of MS Office Suites - PowerPoint, Excel, SharePoint,
Outlook
* Intermediate knowledge of Hardware -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
* Ability to adapt and learn; to support complex IT environments that may
contain various operating systems, desktop, network, phone, and mobile
technology.
* Miscellaneous equipment used in manufacturing locations such as bar code
scanners, specialized printers, industrial PCs, RF Scanners, etc.
* IT Service Management (ITIL) - Asset Management, Incident Management,
Request Fulfilment, Problem Management, and Change Management
* Excellent customer service and communication skills
* Ability to relate well to people at all levels of the organization.
* Buddy/training of Analysts
* Communication-SelfMotivation-Leadership-Responsibility-Teamwork-Problem
Solving-Technical Agility -Ability to Work Under Pressure-Time
Management-Flexibility-Agile Mindset.