Job DescriptionSummaryThe IT Site engineer is responsible for the technology environment for the business/sites supported with a goal of reliable IT enablement and sustaining a secure, standard technology footprint. This position supports IT users in a professional and customer friendly way (face to face, via phone, e-mail or remote-control tools). Provides project and deployment services to sites in the Americas, oversees local technical support needs and provide level 3/level 4 support on escalated, complex issues on a wide range of applications including hardware and software products. Responsible for planning, organizing, allocating resources for, budgeting, and successfully executing organizations' specific IT goals or projects across different locations or businesses.Primary Responsibilities and Duties
- Accountable for maintaining a reliable, secure and standard technology footprint
- Oversees service request process for the site. Analyzing issues looking for trends and root causes to eliminate recurrences
- Actively identify, respond to, and triage any Cybersecurity incidents with the highest urgency, in concert with the regional and global Cybersecurity representatives
- Follow up/solve service requests with users and IT colleagues (systems administrators, application specialists, global colleagues)
- Implement process improvements, improve/update work instructions
- Identify technology solutions to business problems through proofs of concept, pilots and project delivery
- Manage deployment of technical solutions based on user requirements and business value
- Provides technical support via phone, web, email chat and other company support channels as required
- Develops and/or follows standard procedures for proper escalation of unresolved issues to the appropriate internal teams or services vendor
- Ensure proper recording and closure of all issues
- Document knowledge in the form of knowledge base tech notes and articles
- Ensure training is available for applications and new solutions, including in-house software development
- Prepare accurate and timely reports and KPIs
- Support other IT colleagues
- Monitor and support network infrastructure in concert with Global team and managed service provider including, but not limited to, firewall maintenance, VoIP telephone maintenance, and internet connectivity
- Support legacy systems, ensuring system availability, and managing issues with remote providers
- Other duties as assigned
Knowledge and Skill Requirements:
- Associate or BS degree in Information Technology, Computer Science or equivalent work experience
- 5-7 years of related IT experience
- Experience with Windows Operating Systems (PCs & servers)
- Strong familiarity with Microsoft Suite products including Office 365, Outlook, OneDrive, Dynamics ERP, and Salesforce CRM
- Support tools like Teamviewer, Teams, Goto meeting, Logmeln
- Network printing
- User side of remote desktop environments (Citrix/Microsoft Terminal Services).
- Windows Server, Active Directory Services, Microsoft Exchange, smtp/mail, networking (DHCP, DNS, TCP/IP), and server side of remote desktop environments (Citrix/Microsoft Terminal Services, Virtual, thin clients)
- Experience managing/leveraging external service providers as needed
- Must be able to work in the US
- Experience in a manufacturing or industrial work environment preferred
Competencies
- Strong problem-solving skills
- Solution-oriented
- Affinity for providing strong customer service
- Excellent written and verbal communication skills
- Communicative and analytical skills
- Fluent spoken and written English
- Thrives in a fast-paced environment and comfortable working under ambiguous circumstances
- Creative thinking and inclination to research creative and cost-effective solutions
Key Behaviors
- Bring an optimistic, can-do approach to all of their tasks and responsibilities
- Are accountable to others
- Have the courage to challenge the status quo and provide alternative ideas when required
- Embrace changes as they come
- Are honest with co-workers and customers
- Able to be innovative problem solvers
- Are engaged team members
- Being a team player
- Add value to the Company
- Expects excellence of self and others
- Overserves top customers
- Understands, simplifies and acts to improve processes
Physical Demands
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is frequently required to sit, stand, walk, talk or hear; uses hands to finger, handle, or touch objects or controls. Duties include data entry 80% of the time. The employee may lift, push or pull up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.