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職位描述 :
Provides IT Infrastructure support on-site and remotely (solving second level Incident, Problem and Request management), maintenance (Change, Asset Management and Patching) and support project execution, partnering with Global IT Enterprise teams and external service providers, utilizing tools and following IT Standards and Procedures.
Supports Incident and Request management submitted through IT Service management system per service level objectives.
Supports procurement, installation, configuration and support end user devices like Laptops, Desktops, Workstations, and mobile devices through staging or manual deployment of standard software, apps, PBX and Phone systems.
Supports Enterprise IT teams in additional troubleshoots and maintains Server, Network (WAN & LAN), Monitoring UPS and Switches, Backup Environment, and external vendor.
Reports issues through service desk tools and follows-up through enterprise team and or vendors for critical and high issues tracking and escalating until closure.
Supports the on-site Computer Room, Racks, cabling, and Data room maintenance tasks.
Manages and maintains IT Asset Register through tools.
Maintains and loads backup tapes per backup policy and direction from Global Enterprise teams and supports restoration of data per requests
Covers all critical equipment through Annual maintenance contract, reports issues with services providers and escalates per vendor services level agreement.
Follows Change Management processes and Critical Communication Process during outages and changes.
Actively participates in Local and Regional areas to understand business requirements, team progress, and work on action plans per committed timelines.
Supports in providing all infrastructure cost for AOP preparation and tracks spending monthly within the financial limits.
Participates in Monthly Service Level reviews, Continuous Improvement and exercises deep problem solving (8D) to avoid repeat issues.
Provides basic training new IT Users on IT Process and IT Systems usage.
Supports Entitlement processes for end users access request
Executes patching plan for site(s) equipment’s and execution the plan
Participates and supports audit activities based on Internal Audit requirements.
Other duties as required.
職位要求:
Bachelors’ Degree in Computer Science.
Minimum 2 years’ of experience working in an IT operations / service organization within a complex IT Infrastructure environment providing support on-site and remotely (automotive and / or manufacturing industries is a plus).
ITIL, Microsoft Certified Desktop Service Technician (MCDST), HP Desktop / Printer preferred.
Ability to work independently in a matrix organization.
Excellent knowledge on Installation, Configuration, Patching and troubleshooting of Windows versions for PC’s, Microsoft Tools and other Client-side Software installations,
Good Dell Hardware (Desktop, Laptop, Printers), handheld scanners, barcode printers and plotters. Basic Knowledge on troubleshooting of Windows Server and Cisco Switches, Access Points and routers, APC UPS, LAN and WAN, Biometrics devices.
Optional Skills around Active Directory administration, Symantec end Point encryption, Mobile devices support.
Ability to work with limited Supervision.
Excellent Service Desk process knowledge and good understanding of service level objectives. Ability to learn quickly and willingness to adapt to changes.
Customer-focused, active listening, and empathy.
Excellent written and verbal communication skills in English. The ability to communicate in other languages relevant for the region is a plus.