Specialist- IT I USA

About the Role

Provides support, operations, and maintenance service to R&D, manufacturing, power plants, corporate systems, and office staff. This position requires a high degree of customer service, planning, technical expertise, and the ability to quickly restore systems to a working state. The role involves frequent interactions with customers and demands disciplined execution of established operations and maintenance processes.

Responsibilities

• Support VMware VDI Horizon software and deploy VDI instances as applicable.
• Deploy and configure Teradici terminals for VDI in manufacturing and office environments.
• Provide accurate and creative solutions to customer problems of moderate complexity to ensure productivity.
• Assist in resolving customer and support issues across company sites to ensure timely knowledge distribution and positive customer satisfaction.
• Perform LAN administration duties, including account administration and rights assignment.
• Build and maintain server environments, both VMware and physical servers.
• Maintain, update, and configure appropriate network Layer 3 devices and monitor/report device status.
• Monitor and maintain local file server backups and manage data retention according to policy.
• Develop and execute operations and maintenance plans for enterprise, divisional, and related support systems.
• Acquire, follow, and maintain current knowledge of relevant product offerings, services, and support policies.
• Frequent interaction with Corporate IT staff, especially on performance problems, upgrades, design reviews, and application setup.
• Define, document, and execute small projects or sub-projects (typically less than six months) with limited budget and interdependency.
• Identify, assess, and manage risks to project success.
• Prepare realistic project plans and track activities, providing regular reports to stakeholders.
• Install or remove hardware and/or software, using supplied instructions and tools, including client handover.
• Conduct tests, correct malfunctions, and document results following agreed procedures.
• Report details of installed/removed hardware/software for configuration management updates.
• Provide professional user assistance and escalate issues as needed.
• Maintain accurate records of user requests, contact details, and outcomes.
• Contribute to the development of installation procedures and standards.
• Control IT assets, ensuring proper administration of acquisition, storage, distribution, and disposal.
• Produce and analyze asset registers, ensuring no unauthorized assets (e.g., unlicensed software).
• Assess, analyze, and implement changes based on requests for change.
• Resolve application issues following agreed procedures.
• Use application management tools to collect performance statistics.
• Assist in database support activities and network problem resolution.
• Ensure incidents and requests are handled according to procedures.
• Create and maintain support documentation.
• Collect and collate evidence for compliance reviews and testing strategies.

Requirements

• 3 years of experience in Information Technology, customer service, or a related discipline (preferred).
• Bachelor’s degree in Information Technology or a related field, or equivalent work experience.

Skills

• Excellent customer service and interpersonal skills.
• 24/7 manufacturing and/or R&D computer support (hardware/software).
• Ability to follow guidelines and help others interpret policy.
• Vendor support, technical standardization, and communication.
• IT project support, network support, process planning, and documentation.
• Thorough understanding of support operations and maintenance processes.
• Ability to determine equipment and work techniques for duties.
• Systems analysis techniques to determine hardware needs.
• Ability to develop and modify computer systems based on user design specifications.
• Excellent organizational skills and ability to work with little supervision.
• Strong oral and written communication skills (technical and non-technical).
• Demonstrated problem-solving skills.
• Ability to maintain customer trust and handle confidential information.
• Capable of managing multiple projects through all lifecycle phases.
• Broad knowledge of network, server, storage, and desktop systems, including:
  • Operating Systems: Windows XP, Windows 7, Windows 8, Windows 10, Windows Server 2003, Windows Server 2008, OSX (including Parallels), Android, and iOS.
  • Applications: MS Office 2007, 2013, 2016, Internet Explorer, Chrome, and custom applications.
  • Networking: TCP/IP, WINS, DNS, DHCP.
• Travel may be required as needed.
• On-call and/or work outside normal business hours may be required.
• Specific vision abilities required; may involve kneeling, bending, talking, and hearing.

Pay

$23.37 - $32.69 per hour.