IT Support Technician II

About the role

Provides technical support to end-users for PC, server, hardware, or software applications.

Responsibilities

• Interact with supplier/service provider to ensure tasks are completed.
• Monitor asset inventory.
• Verify backups, daily checklists, and account maintenance.
• Administer tape rotation and backup tapes.
• Serve as the point of technical escalation.
• Perform periodic license audits.
• Create and configure ghost images for site hardware.
• Create and image MES and SAP RF Scanners.
• Maintain and troubleshoot site PBX.
• Provide on-call support.
• Identify and purchase hardware using the CER Process.
• Administer network hardware (enabling and disabling ports).
• Administer file services, Print Services, and Terminal Servers.
• Document new processes.
• Provide support to wireless devices (e.g., Blackberry).
• Follow all procedures around the ISS security policy.
• Provide end-user training and technical assistance.
• Assist administrators in rotational duties including:
  • Network Administration (equipment maintenance, backups, daily checklists).
  • Systems Administration (account maintenance, backups/restores, server maintenance).
  • Business Systems Administration (documentation, process flows, CMRs, troubleshooting).
  • Database Administration (daily checklists, backups, troubleshooting).
• Load and verify correct operation of software packages.
• Troubleshoot and resolve end-user problems to ensure correct operation of personal computers.
• Simulate or recreate user problems to resolve operating difficulties.
• Maintain inventory of computer parts and log of all repairs/service performed.
• Provide training and technical assistance to users.
• Participate in the exchange of ideas and information within the department.
• Provide regular updates to appropriate managers.
• Identify creative ways to reduce cost by streamlining processes and systems.
• Drive continuous improvement through trend reporting, analysis, and metrics management.
• Assure that procedures and work instructions are efficient and not redundant.
• Offer new ideas and suggestions for improvement.
• Identify and implement new practices and processes.
• Demonstrate a commitment to customer service by anticipating, meeting, and exceeding expectations.
• Confer with reporting manager on complex or unusual situations.
• Establish new measurement systems where possible.
• Exchange knowledge and information with other Jabil facilities to ensure best practices are shared.

Qualifications

• Ensure 100% adherence to all company policies and procedures (e.g., Health, Safety, and Quality).
• Maintain discretion and confidentiality in all areas pertaining to data and proprietary information.
• Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Maintain discretion and confidentiality in all areas pertaining to the IT systems.
• Understand and embrace the business and IT strategic direction.
• Adhere to all safety and health rules and regulations associated with this position and as directed by supervisor.
• Comply and follow all procedures within the company security policy.