Position Summary:
Executes tasks to enhance and support the desktop environment, provides specialized IT services (e.g. high-level meeting support, root-cause analysis, customer consulting), and provides IT facility related services (e.g. audio-visual environment, security systems, printers/copiers). The IT Technician also provides on-site support for the IT infrastructure teams as needed. Additionally, the IT Technician will be supporting the Executive Staff with their IT related services.
Responsibilities:
- Service Delivery Responsibilities
- Helps to build and maintain good relationships with staff and IT infrastructure teams
- Interacting and directing vendors to complete projects
- Ensures quality services are performed to the agreed SLA
- Ensure that systems, processes, and methodologies specified are followed and to ensure effective monitoring, control and support of service delivery is ongoing
- Understands Incident, Problem and Change Management principles
- Ensures first class IT Service Delivery across locations for infrastructure services
- Ensures that remote and on-site support issues are resolved to customers satisfaction
- Support the setup of processes around Service Management
- Providing 1st & 2nd Level support but also leading local Client/Infrastructure and LAN change activities
- Support of Local Production/Manufacturing Connectivity
- Printer installation, configuration & support
- Smart hand for Hosting services (physical reboot / racking of new/old servers or other equipment)
- Knowledge of technology skillset used in conference room and streaming technology
- Client & Asset Service Responsibilities
- General Computer Desktop & Laptop support
- Configure new and existing devices according to corporate standards for deployment
- Desktop Application installation and troubleshooting
- Hardware Refresh Project involvement
- Maintains client security settings (e.g. admin rights, software installs, etc.)
- Service Desk Service
- Support staff by phone, email, chat, etc.
- Provide basic network, security and printing support, but also owning problem resolution and engaging other teams as needed
- 1st & 2nd Level Support and troubleshooting of issues
- Following ITIL principles in ticketing system and maintaining high SLA standards
Job profile & Experience:
- BA/BS in Information Technology related field
- 3+ years working in Information Technology
- Excellent Verbal Communication Skills
- Excellent Written Skills
- Ability to multi-task
- Strong customer focus and service delivery
- Process management
- Drive for results
- Listening and action oriented
- Comfortable presenting technical topics to technical and non-technical associates
- Problem solving with functional / technical skills
- Ability to engage and work with outside vendors or partners
- Self-motivated with strong work ethic
- Able to work independently, leading small to medium projects or participating in enterprise, or global projects
- Provides input to the development of key support processes or procedures
- Ability to understand local operations but also learn and understand the global enterprise
- Expertise and practice with a manufacturing environment
- Cisco basics, Exposure or work with ServiceNow ticketing systems, SCCM, and Active Directory
- English Advanced or Fluent preferred
- Ramos/MX region based – 100% on-site in Ramos plant
Internal Use Only: Salary
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