IT SUPPORT ENGINEER [LEVEL 1/2]

He 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 Client Technologies Specialist also provides on-site support for the Service Desk teams as needed.

POSITION ACCOUNTABILITIES

Service Delivery Service

• Helps to build IT service relationships with customers
  
• Ensure quality services are performed to the agreed SLA
  
• Willing to be part of distributed service-teams and to take over responsibility of one or more specific service-team(s) as owner.
  
• Ensure that systems, processes and methodologies specified are followed and to ensure effective monitoring, control and support of service delivery
  
• Understands Incident, Problem and Change Management Principles
  
• Ensures first class IT Service Delivery across locations for infrastructure services
  
• 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
  
• Printers installation, configuration & support
  
• Smart hand for Hosting services.
  
• Tape Rotation
  
• Physical reboot
  
• Install/uninstall in Rack for new/old servers or others equipment s
  

Client & Asset Service

• General Computer Desktop & Laptop support
  
• Configure new and existing PCs according to Corporate standards for deployment
  
• Desktop Applications installation and troubleshooting.
  
• Maintain Licenses Management and version control
  
• Hardware Refresh Project involvement.
  
• Maintains client security settings (e.g. admin rights, software installs, etc)
  

• Service desk support by phone, email, chat, etc.
  
• Provide & Maintain Phone system and mobile devices support.
  
• Ensures that remote and on-site support issues are resolved to customers satisfaction.
  

• Provide basic network, security and printing support.
  

Operation Technologies focus :

• Incidents & Service Request support
  
• Cooperate with supplier and maintenance regarding device communication in automation systems at shopfloor
  
• Provide IT support for Laboratory and Test equipment.
  
• Configure & Migrate new and existing IT Devices according to corporate standards for deployment
  
• Maintain Industrial networks.
  
• Plant Maintenance & Database management (MySQL, SQL Express and others, Oracle, etc.)
  
• Point of contact for Shop Floor Products & Software Support.
  
• Documentation support and improvement ( layout, dependencies, schema )
  
• Integration/Hardware Refresh involvement
  
• Standardization & advisor for HW & SW Apps + Industrial Networks
  
• Monitoring IOT & key Shopfloor (OT) components
  

POSITION COMPETENCIES :

• Customer Focus Process Management
  
• Informing Drive for Results
  
• Listening Action Oriented
  
• Learning on the Fly
  
• Priority Setting Dealing with Ambiguity
  
• Problem Solving Functional/Technical Skills
  
• Demonstrates advanced competencies for troubleshooting and problem solving, together with advanced customer and vendor / partner interface skills.
  
• Self-Knowledge
  
• Ethics & Values
  
• Works independently, leading small to medium projects and leading or participating in Department, and / or group technology planning.
  
• Provides input to the development of key support processes.
  
• Focus of knowledge and operations encompasses the site and extends to the group level.
  
• Scope of position is defined by basic problem solving and the relation to the overall assignment or project.
  
• Expertise and Practice with manufacturing environnement, PLC..
  
• MS SQL knowledge, Cisco basics, Practice in ticketing systems and SCCM, Active Directory
  

• Strong Process Orientation
  
• Excellent Customer Focus
  
• Experience in implementing and executing towards a Service Management Framework in a large organization
  
• Comfortable presenting technical topics to business associates
  
• Ability to develop appropriation requests and cost justification for IT projects
  
• Global and/or Cross-Europe cultural training or work experience
  
• Ability to work on-site and remotely
  
• Proficient in English, French, other European languages a plus