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IT Support Specialist
2 months ago
JOB FUNCTIONS:
- Oversee, evaluate, and assist with all aspects of IT services and user computing, including file, print, and application services, as well as storage and backup solutions, alongside network services encompassing voice, video, data, and mobile computing.
- Collaborate with cross-functional technical teams to identify deficiencies, implement corrective measures, enhance workflows, and coordinate all technical support and service delivery activities. Provide expert assistance in diagnosing and restoring IT services.
- Work closely with engineering and service management teams to ensure the effective deployment and monitoring of IT security protocols.
- Lead engineering initiatives that significantly influence end-user computing efficiency, including endpoint imaging, encryption, mobile data management, and local data management.
- Comply with Change Management and Service Management protocols.
- Follow established standards for tools and technologies utilized both on-premises and in the cloud to ensure consistent delivery of IT infrastructure and user services.
- Identify opportunities for enhancement to boost service performance, reliability, and cost-effectiveness.
- Partner with engineering and service management teams to ensure operational acceptance of all new services and technologies in accordance with ITIL methodologies.
- Adhere to Global Infrastructure Operations Standards, Policies, and Procedures.
- Champion continuous improvement in the design and ongoing development of IT services and their related technologies and support processes across the user community.
- Respond promptly to any high-priority operational incidents occurring within agreed service levels, including 24/7 support and follow-up on critical incident management.
BACKGROUND / EDUCATION / EXPERIENCE:
- Bachelor's degree in information technology or a related discipline, with a minimum of three years of relevant experience or equivalent qualifications.
- At least one year of experience in a 24/7 high-availability setting, which includes application hosting, voice and data networks, security management, and information protection is advantageous.
- Proven success in collaborating with teams to achieve operational objectives.
- Experience in providing both on-site and remote technical support for IT infrastructure and user services.
- Familiarity with ITIL and governance policies and their associated processes.
- Excellent written and verbal communication skills, capable of engaging with a diverse range of personnel across all business functions. Experience in a manufacturing context is preferred.
- Ability to function effectively in a virtual global team environment across various time zones.
DESIRABLE QUALIFICATIONS:
- Relevant industry experience (e.g., packaging, distribution).
- Familiarity with the ServiceNow ticketing system.
- Experience in supporting an ERP system (MS Dynamics preferred, with SAP as a secondary option, but all systems will be considered).
- Knowledge of order management, customer management, and related aspects of ERP systems.
