Sr IT Field Service Support Engineer
Sr IT Field Service Support Engineer
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1 Vacancy
Job Description
JOB DESCRIPTION- IT Field Support Engineer
The IT Field Support Engineer will be responsible for day-to-day technical operations with the purpose of offering technical support and guidance through facilitation of resolution of any incoming IT requests or queries from Carmeuse employees. Considered the IT Operations Services delivery representant (SPOC) for their associated geographical region. The position will have regional management responsibility as part of a global strategy.
RESPONSIBILITIES:
IT Operations
Drive & lead the day-to-day IT operations activities related to your assigned geographical area with the support and knowledge of their direct manager.
Be able to independently Aassess diagnose and troubleshoot any IT issue or request raised.
Perform any IT operational activity required to support solve or facilitate resolution of any IT-related malfunction of the systems platforms or processes.
Ensure Carmeuse IT Systems and Platforms are up and running in a timely manner through proper coordination of the activities and collaboration with the IT Service Desk team and other support groups.
Ensure adequate and proper usage of ITSM platform which will enable proper tracking and reporting on IT operational performance.
Document properly any IT solution encountered or offered on the IT Knowledge Database (KB) platform / repository.
Offer support and guidance to users on how to use IT Systems and/or solve any IT related issues or questions.
Have a proactive approach towards IT operations effectiveness by identifying observations raising risks (whenever the case) and proposing ideas/solutions for improvement.
Build Business relationships with related functional area within with Carmeuse personnel and business units.
Support and potentially supervise any external partners or 3rd parties which are or will be delivering IT Services to Carmeuse.
Have an active role in the standardization of processes and ways of working (at a global level) by partnering with the other IT Field Support Engineer and IT Leadership.
Involved and/or coordinate any IT Service Management related activities.
Perform Effectively IT Communications communicate within IT departments area and at the corporatecompany level having previous alignment with IT / Business Leadership and/or stakeholders (e.g. IT Outages IT Changes etc.) User (Employee) Experience Activities.
Facilitate collaboration between IT or non-IT Support Groups through engaging the proper stakeholders each time is needed based on IT & Business needs Maintain effective communication protocols between IT and nont-IT partners documenting needs and solutions through various methodologies including verbal written digital and non-digital means
Be an active part of the IT Workplace and Helpdesk teams by participating in regularly-scheduled meetings and activities.
Participate and be prepared to serve in duties not related to IT.
User (Employee) Experience Activities
Ensure tickets are solved within Business agreed SLAs & KPIs.
Ensure excellent efficient and effective user experience at every interaction with IT.
Ensure and own end-to-end resolution of IT cases within agreed SLAs & KPIs through engaging coordinating and/or performing the necessary actions.
Partner with business (e.g. HR Employee Experience etc.) to support help and/or co-create best-in-class IT user journeys.
Represent IT within your area by constantly engaging with regional stakeholders through predefined and ad-hoc discussions (governance framework). Gather feedback from users regarding improvement ideas for IT operations processes and user experience interactions.
Calmly handle difficult situations with professionalism quickly and efficiently
Field Services Activities
Based on IT and Business needs offer physical presence and perform any IT related activities on different Carmeuse locations (based on the region the technician is activating) with prior agreement of when the activities can be performed.
Represent and be the face of IT in our Carmeuse locations (based on the region the technician is activating).
Support regional & global activities to instruct and train user community on any related IT concepts IT systems and usage of IT tools & equipment.
Be able to support multiple IT disciplines from network infrastructure helpdesk tickets application support and general maintenance on IT hardware.
HOME BASED near either:
Virginia Operation-Winchester
508 Quarry Lane Clearbrook VA 22624
or
Black River Operation
9043 Highway 154 Butler KY 41006
REQUIREMENTS:
Excellent customer-driven service skills.
High levels of empathy towards the user (walk in the users shoes).
Able to Time Mmanagement time and handle multiple tasks at the same time.
Posses a high-level of Teamwork & Work Ethic.
Critical Thinking & Problem-Solving skills adapting to changing environment and situations.
Able to interpret Technical Writing.
Organized and structured way of working.
Maintain Curiosity & Avid Learnerlearn quickly.
Good (towards Very Good) understanding of generic IT concepts (Networking Cloud Computing Infrastructure Security etc.). At least two (2) years of relative working experience required; three (3) years preferred.
Basic understanding of Business Operations (OT) concepts.
Understanding of ITSM Framework (ITIL). ITIL Foundations certified certifications preferred.
Basic understanding of UX field & concepts.
Bachelors degree in Business Information Technology a related field or equivalent work experience.
Local Language (min. C1 or Native); Fluent in English (written & spoken).
Open to related travel (/- 35%).
Required Experience:
Senior IC
Employment Type
Contract
