What you’ll do: ● The primary function of this position is to provide site support and ensure compliance with all Eaton's policies and procedures with minimal supervision. Our customers include all of Eaton’s users, both local and remote. Responsibilities include day-to-day IT ownership for site(s), maintaining site health and customer experience, and ensuring fast and quality restoration of site IT service interruptions. Additionally, this role 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 trouble-shooting 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 degree and above ● 5 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
