IT Service Engineer

• • IT Customer service
  • IT software/hardware troubleshooting
  • Being able to work independently

This will be through the end of the year with potential budget with the HQ based in Switzerland. The company is a NASA Contractor that builds propulsion/satellite systems.

The position is located in Trinity AL (Across 565W towards Decatur. Once across the bridge entering Decatur turn right and head towards Tirnity AL. The facility is along the Tennessee River approximately 10-15 minutes past bridge in Decatur).

The rate is open for discussion.

Job/Position Title: IT Field Service Engineer Reports To: US IT Manager and in dotted line to IT Service Manager
Organization: Infrastructure & Operations (RIOII) IT & Procurement Support Functions
Competence level/Grading (Aon IPE) If applicable: E
Job Summary / Principal Purpose of Role (Why does this position exist within the organization Summarize in 1-3 sentences.)
The IT Field Support Engineer will be part of the Field Service Team being responsible to support the business on the
daily usage of all the IT services maintaining a direct relationships across the business and tech enterprise teams
being responsible for the stability of the IT equipment ensuring the service remains stable performant and operational.
The IT Field Support Engineer will work in close collaboration within the Beyond Gravity Service Delivery & Support
organization and across Tech Infrastructure & Operations functions to limit the operational and revenue impact by
reducing the Mean Time to Detect (MTTD) Mean Time To Respond (MTTR) and Mean Time to Root Cause (MTTRC)
on IT Incident and Problem tickets.
The role holder will be an energetic structured and detailed individual who has a strong passion for problem solving
driving continual customer focused service improvements service excellence business and technology change.
Reporting directly to the FSE Leader this role will be a key part of the Service Delivery Team ensuring our technology
solutions and in life Service & business processes are fully aligned and contribute to the vision and strategic direction of
the organization.
Job Responsibilities / Key Accountabilities (List the 8-10 specific responsibilities key accountabilities or functions which cover various aspects of the job. Start each statement with an action word e.g. Leads Advises Develops Achieves Directs etc.)
1st and 2nd level support for Windows-based user applications
Handling incoming support requests from end users (tickets)
User management - permission management of several systems
Asset management: care of employees regarding their IT workstation equipment (hardware) Mobile Phones
and IT Accessories
Support for IT stock - Inventory Management Control.
Control and oversee ordering inventory storage of inventory and control the amount of goods
Update the CMBD record file
Support and Maintenance of the network infrastructure
Support of telecommunication systems (MS Teams legacy telephony)
Support regarding the office relocations (warehouses new offices - network switchers installations)
Collaboration on IT projects throughout the life cycle of IT infrastructure/organizational programs
Reading error codes flashed up on the device
Swapping out hardware
Tracing faults using diagnostic devices and software
Upgrading components
Assisting the support staff of other service-providers
May require some staggered shifts
Will require some travel to sites Other duties may be assigned
Job Requirements / Knowledge and Experience
Musts:
Completed technical education with a focus on IT or equivalent work experience.
Years of experience: Intermediate typically 2 to 4 years of applied skills and experience
Work experience in a similar role with a focus on technical support and help desk.
Good knowledge in the areas of network technology (LAN WAN Wifi DNS DHCP.) and server landscapes
Soft- und Hardware AD Client-Infrastructure
Knowledge of Windows operating systems (desktop required server desirable) and MS Office
Familiarity with iOS and Android operating systems in order to provide best-effort support to End users using
related devices.
Working technical knowledge of Windows operating systems to allow for resolution of issues or full rebuild of
the PC using client specific documentation provided by the client.
Working technical knowledge of Microsoft Office Products antivirus products desktop services to allow for
resolution of software application issues.
Solution oriented approach and team player
High operational readiness problem-solving competence and proactivity
Excellent Native and Good English skills (Conversational local language (English Swedish Finish Hungarian
German).
Nice to have: Completion of required training and certifications or have equivalent work experience at a
minimum of 3 years to perform warranty hardware repair of HP and Dell devices including warranty parts
ordering repair/replacement and defective part return.
Distinctive service and customer orientation
Teamwork experience in working with remote teams communication skills with internal and external
stakeholders.
Ability to utilize provided knowledge article to resolve issues with specific applications/knowledgebases.
Customer-facing soft skills including strong verbal and written communications.
Ability to apply intermediate level of subject matter knowledge to solve a variety of common IT issues.
Exercises independent judgment within defined practices and procedures to determine appropriate action.
Acts as an informed team member providing analysis of information and limited project input.
Evaluates unique circumstances and makes technical and procedural recommendations.
Nice to haves:
Comptia A certification
ITIL certification
Behavioral Competencies (Describe character and personality relevant for a person to thrive and be successful in the position)
You are expected to show professionalism respect openness and courage
Highly self-motivated and directed with keen attention to detail
Improvement focus customer- and solution-oriented curiosity for new / external ideas
Proven analytical and creative problem-seeking and solving abilities
Ability to act with speed and to take decisions prioritize and execute tasks in a high-speed environment.
Strong communicator
Demonstrated high integrity trust and ethics
Genuinely interested in developing people with coaching leadership
Good perseverance and ability to keep structured and prioritize in a complex environment