IS&T Field Lead

About the role

Bechtel is seeking an Information Systems & Technology (IS&T) Field Lead to join the IS&T team located at the project construction site. The IS&T Field Lead will oversee a complex, large-scale hybrid cloud and on-premises infrastructure, manage technical guidance for support tickets, provide executive-level white glove services, resolve complex technical issues, and implement technical solutions.

Responsibilities

• Reviews, monitors and augments IT reports, dashboards and metrics related to infrastructure, service delivery and customer satisfaction; and recommends process improvement / workflow automation solutions
• Develops IT support guides, training material and shares knowledge, ensuring IT teams know how to configure and support any deployed solutions
• Coordinates and leads special projects and tasks with cross-functional teams on as needed basis
• Provides proactive executive white glove support globally (direct as well as remote)
• Reports on metrics
• Identifies support staff skills gaps, training needs, and provides coaching & feedback to cover technical challenges as needed
• Follows the established technology standards, policies, support processes and security requirements
• Conducts project reviews on schedule, prepares and issues progress reports, raises and/or escalates any identified issues to the appropriate level for action
• Performs technical support actions, including, but not limited to:
• Endpoint configuration (PCs as well as mobile devices), deployment and upgrade
• Deploy and support standard collaboration technologies (O365) such as Microsoft Teams, OneDrive
• Troubleshoot Teams and HP/Poly video conferencing endpoints and smart displays like Surface Hubs
• Device management, endpoint analytics and end user support through tools like AAD, Intune, SCCM and ServiceNow
• Resolve incidents, request and tasks for deployed infrastructure services to end-users, including resolving complex problems
• Supports computer endpoint peripherals including printers, multifunction devices, port replicators, docking stations, etc. (including Follow Me Print solutions)
• End-user hardware assets and configuration life cycle management through tools like ServiceNow
• Performs moves, adds, and changes

Requirements

• Requires bachelor's degree (or international equivalent) and 8+ years of relevant experience or 12+ years of relevant work experience in lieu of degree. A combination of experience and technical certifications may also meet this requirement.
• Must have a good understanding of the major IT infrastructure systems (Microsoft domains, Cloud VPN, Virtual Servers, Caching File Servers, SDWAN, Teams Voice) and how to plan their implementation.

Desired Knowledge and Skills

• Interpersonal Skills
• Excellent interpersonal and stakeholder management skills
• Excellent written and verbal communication skills
• Excellent time management skills and ability to work under pressure to meet deadlines
• Excellent ability to manage competing priorities
• IT Infrastructure Management Experience (Advanced)
• Providing solutions, troubleshooting complex issues
• Expertise in ServiceNow IT Service Management (ITIL)
• Full proficiency in managing IT hardware assets
• Advanced knowledge of Information security practices
• Technical Knowledge (Advanced)
• End User computing
• Windows 10 and 11
• Virtual Desktop Infrastructure
• Mobile Device Management
• Modern Collaborative Technologies & Cloud Computing Tools
• HP/Poly & Microsoft Teams Enterprise Voice and Video Conferencing
• Microsoft 365 – Teams, SharePoint, OneDrive
• Azure Active Directory
• Power-BI and Power-App