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Description de l'emploi
Responsibilities:
Customer facing role on Application & Systems troubleshooting with Server, Storage and Backup management tickets Field IT Team. Role will involve supporting the IT Deskside department in achieving its objectives against agreed SLAs.
Additionally, the person might act as primary/secondary contact for IT Systems on site, LAN, WAN, Voice, Printing services, etc
“Act as the key person” in the IT Deskside team in case of Business Continuity Plan activation and Disaster Recovery of the supported SSC.
Work with SCCM & CMDB Teams to support End user computing requirements
Work within Johnson Controls guidelines to ensure compliance to corporate IT standards
Ensuring all support cases are dealt with, within agreed service levels, and to the customer's satisfaction ensuring all work carried out is satisfactorily documented within the relevant ticket logging system
Assisting during tasks provided by external service providers
Monitors system resource utilization for IBC systems and highlight issues and work towards resolution as per shared SOP
Implementation of site IT projects
Coordinating education and training for IT related activities at the site
Required Skills:
Ability to recognize and respond to customer expectations with a sense of urgency
Excellent support awareness of Desktop, Laptop and Peripheral devices
Excellent analytical, interpersonal and communication skills with strong problem solving abilities
Ability to handle cross-functional tasks in parallel
Ability to work independently in dynamic, fast-paced environment
Demonstrated ability to work in a team environment, work collaboratively with IT team members, and communicate effectively with all levels of management
Proven sensitivity to cultural diversity in the business environment
Proven ability to assist in installation, configuration, and setup of different Applications
Self-motivated with good organizational skills
Proven ability to quickly build up working knowledge in previously unknown technologies
Basic project management skills with the ability to plan and monitor projects involving customers, other IT departments
Good understanding of office products, such as Microsoft Office
Good understanding of Network standards – WAN, LAN, TCP/IP
Good understanding of Smart-Device technology - iOS, Android, Windows Mobile etc.
General IT awareness of Back Office solutions (Server, SAN, Data Protection, Cloud)
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