Purpose
- Provide effective first, second, and third level onsite and remote IT support across a complex and continuously evolving landscape that includes nearly 4,000 technology users, 200 sites, 6,500 devices, and 700 applications.
- Review and support escalated Incidents from the Service Desk team. Create Predictable Solutions for Escalated Incidents.
- Act as an “on the ground” extension of IT Business Relationship Managers and other IT leaders for the purpose of channelling visibility of specific site needs and issues that require enhanced IT collaboration and creative solutions.
Key Relationships
o External Customers: Vendors/Suppliers, External Consultants, Managed Services agreements
o Internal Customers: End-Users, Employees, Management, Site Supervisors, Site Contacts, Global IT Teams
o Dotted line reporting lines to regional IT Leaders and business partners
Behavioural Competencies
Excellent interpersonal & communication skills, with ability to relay technical concepts in non-technical manner
Strong customer service orientation, displaying professional standards
Keen attention to detail as part of delivering quality service
Strong Technical Aptitude with Intermediate IT Skills
Able to work autonomously and follow directions as provided
Highly Self-motivated; actively seeks development opportunities
Strong analytical and problem-solving skills, ability to identify and analyze key issues and provide innovative solutions
Good time management skills with the ability to multitask, effectively prioritise and work to deadlines in a high-pressure environment
Demonstrates a strong work ethic, initiative and diligence, even in challenging times
Works calmly under pressure, to deadlines, whilst managing competing priorities
Works as part of broad-based global team to collaboratively achieve common business goals
Ability to work in project and/or support roles, Challenges the status quo and drives improvement
Technical Competencies
Education: Associates Degree in related field or equivalent experience. ITIL certification a plus.
Experience/Technical:
o Minimum 3 years’ experience supporting end- users and PCs, Windows network environments, telecommunications, cabling, network/telephony patching, and comms room management
o Strong skills in working with and troubleshooting Windows Operating Systems & MS Office suite
Experience & working knowledge of:
o MS Active Directory
o End-user computing hardware including deployment & configuration of new devices
o IP Telephony solutions (e.g. Cisco Call Manager)
o Networks with special focus on PC, LAN, and WAN inter-operations.
o Video Conferencing Systems
Beneficial if having experience in any of the following areas:
o Device Management (e.g. SCCM)
o Mobile Device Management (e.g. Intune)
o Windows Server
o ITSM Management (e.g. Cherwell)
o Intelligent Process Automation (RPA)
o IoT and Edge Computing Operational Technology (integration with IT)
Knowledge of ITIL Management Framework
Experience working with technology vendors
Producing technical & procedure documentation
Core Accountabilities:
Vendor Management:
o Assist both technology vendors and internal IT Technology teams (e.g. server, network, telecom) to deploy, install, integrate, upgrade, or decommission remote site IT hardware or software.
Strategy:
o Subscribe to and promote IT policies, health & safety standards, and IPL Group Values
o Understand IT vision and translate this to end device and app delivery services
o Provide end-to-end expert guidance on how to manage end device and app delivery services across IT landscape influencing priorities and decisions across the organization
o Review, select, and implement emerging/innovative technologies that optimize, secure, enhance, and simplify end user computing and the delivery of applications, user profiles, and data to end devices
o Act as an “on the ground” extension of IT Business Relationship Managers and other IT leaders for the purpose of channeling visibility of specific site needs and issues that require enhanced IT collaboration and creative solutions.
o Support further development of IT/OT convergence principles achieving improved architecture, standards, and governance over time.
o Support cyber security strategy and initiatives through ongoing security operations and cyber security projects.
Service:
o Initiate, lead, and execute on IT activities related to end device and app delivery services
o Supportive of emerging technologies and capabilities, including IoT, Edge Computing, Cloud enablement, Process Automation, Visual Management, and Data Analytics.Technical analysis and performance tuning of hardware, software, networks, virtual systems, end device solutions, and application delivery solutions
o Use ITIL Service Request, Incident, Risk, Problem, and Change Management principles to complete and reduce Tickets in the ITSM tool
o Design and configure system management tools to provide monitoring and management of key business systems.
Technical Operations:
o Provide first, second, and third level IT support and troubleshooting of end-user technology solutions within assigned geographic region, and as required, across the global business.
o Learn and support automation and self-service solutions including Intelligent Process Automation.
o Manage employee technology needs and issues by interfacing through Service Desk phone, email and walk-up while doing so in accordance to the governing SLA’s. Doing this in a courteous manner and ensuring all Incidents & Service Requests are recorded in the ITSM tool.
o Prioritize incidents and service requests, and ensure the timely escalation to 3rd level support groups to enable resolutions within SLA
o Demonstrate excellent inter-personal skills and effective communications with supervisors, managers, and field staff in order to exchange information and provide superior customer service.
o Effectively participate in Incident, Problem, Change, and Cyber Security Management processes, ensuring that business operations’ risk and impacts are minimized, and any actions taken within these processes are properly documented and tracked through to final resolution.
o Engage in Problem Management by tracking and analyzing commonly encountered problems and providing proactive communications on remediation steps to the broader IPL user community.
o Coordinate with Manufacturing Engineering, Turnaround, Process Control, and Operational Technology functions when required for IT needs or issues, including cyber security.
o Assist with and manage complex IT projects
o Planning, configuration, and deployment of infrastructure and networking equipment under the direction of project managers
o Troubleshooting to the best ability any general computer issues such as LAN, WAN, printer, security, internet, operating system, productivity software, and other IT issues in order to resolve technical incidents, administration, and service requests in an efficient and effective manner.
o Research and test fixes to ensure an incident has been adequately resolved, and perform post-resolution follow- ups to help requests
o Identify and learn appropriate software and hardware used and supported by the organization
o Assist both technology vendors and internal IT infrastructure teams (e.g. server, network, telecom) to deploy, install, integrate, upgrade, or decommission remote site IT hardware or software.
o Conduct research to understand and provide creative solutions for complex problems faced by employees in field and remote offices
o Challenge the status quo and drive improvement in both process and technology
Decision Making Authority: This position will be responsible for evaluating and participating with vendor- selection processes, for decisions required in order to deliver on project commitments.
Major Challenges: Changing priorities, deadlines and highly variable workload. Influence the broader IT team to improve working together, manage the demands and set expectations of many diverse customers and sites.
Work Environment and Physical Requirements (Required in USA)
Work primarily in an office environment, and on occasion, in a manufacturing or distribution environment as required. Long periods of computer and office machine use. Requires sitting, stooping and kneeling for filing, use of hands and fingers, ability to talk and hear. The employee is occasionally required to walk short distances. The employee may need to occasionally lift and/or move up to 50 pounds / 22.5 kg. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus. Ability to wear and care for applicable personal protective equipment (such as, safety glasses and shoes, respirator, hard hat and ear protection, safety harness) as required by site specific requirements
