Job Overview:
The IT Pillar Tech provides solutions to problems in the IT Pillar discipline without supervisory approval and will evaluate and select solutions from established operating procedures and scientific procedures.
Responsibilities
Key Tasks and Responsibilities:
- General HW support and maintenance, Help Desk activities
- Level 2/3 end-user support
- Workstation moving, fixing, and installation using internally approved methods
- Call Manager maintenance and telephone sets
- Software package creation
- SW installation
- Local Backup system administrator
- Training sessions on all technology changes
- Work closely with the EDS team, and ensure knowledge-sharing
- Perform Introductory Onboarding training
- Ensure that VIP users are properly managed, and their needs are taken care of
- Reach out to other members / escalate as necessary to ensure customer satisfaction
- Help with software Upgrades or Rollouts of both Productions Tools & Engineering Software
- Support Infrastructure Team in Setup and take part in projects as and when required
- Support infrastructure team, handling server backup/recovery
- Coordination of network setup & support
- Manage IT assets and ensure adequate stock exists
- Maximize utilization of assets by reuse
- SCCM maintenance
- Telephone/Mobile assets
- Support (Project) IT Coordinators, end users, application developers, and application administrators’ users with solving problems
- Assist users through telephone, remote control of desktops, ail, and direct contact at the helpdesk or users’ desk
- Responsible for the application of Environmental Policy and Procedures within their area of responsibility
- Change Management:
- Report changes due to moves and/or changes in personnel
- Problem Management:
- Proactively monitor ticket queues (both onshore and offshore) on ServiceNow and take ownership, coordinate & action as required
- Analysis of detected or reported problems
- Assign correct priorities to problems
- Control of the problem-solving process
- Solve problems or report to third-party support
- Report to the supervisor and user of the solution
- Maintain the correct status of calls in the call support system
- Maintain user help documentation
- Create and maintain documentation, procedures, and work practices
- Configuration Management:
- Support users in configuring network printers
- Support users on the use of cell phones
- Explain company policies on IT matters
- Assist in maintaining accurate inventory records
- Hardware Management:
- Ensure that hardware (PCs, printers, etc) function according to specification
- Support users on the use of equipment
- Report malfunctions
- Take corrective maintenance
- Software Management:
- Support users on the use of standard installed software (Notes, MS Office, etc)
- Virus reporting and controlling
- Report malfunctions
- Support users in acquiring and installing approved software
- User Management:
- Report on the (mis)use of resources
- Service Management
- Capacity Management:
- Application monitoring and optimization
Qualifications
Essential Qualifications and Education:
- Associate/Diploma degree preferred in Engineering or IT discipline Experience at least two+ years of experience as a Support Engineer or in a comparable function Good knowledge of IT systems
- General knowledge of IT infrastructure
- Medium knowledge of the English language in speaking, reading, and writing
- Ability to express oneself orally
- Ability to express oneself in writing
- Ability to gather information
- Working in team operations
- Training/education of users
- Flexible, accurate, diplomat
- Customer oriented
- Prepared to travel
