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
o helps to build and maintain good relationships with staff and it infrastructure teams
o interacting and directing vendors to complete projects
o ensures quality services are performed to the agreed sla
o ensure that systems processes and methodologies specified are followed and to ensure effective monitoring control and support of service delivery is ongoing
o understands incident problem and change management principles
o ensures first class it service delivery across locations for infrastructure services
o ensures that remote and on-site support issues are resolved to customers satisfaction
o support the setup of processes around service management
o providing 1st & 2nd level support but also leading local client/infrastructure and lan change activities
o support of local production/manufacturing connectivity
o printer installation configuration & support
o smart hand for hosting services (physical reboot / racking of new/old servers or other equipment)
o knowledge of technology skillset used in conference room and streaming technology
* client & asset service responsibilities
o general computer desktop & laptop support
o configure new and existing devices according to corporate standards for deployment
o desktop application installation and troubleshooting
o hardware refresh project involvement
o maintains client security settings (e.g. admin rights software installs etc.)
* service desk service
o support staff by phone email chat etc.
o provide basic network security and printing support but also owning problem resolution and engaging other teams as needed
o 1st & 2nd level support and troubleshooting of issues
o 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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