Level II IT Support Specialist

Level II IT Support Specialist

Vacancy expired!

Looking for a solid Level II IT Support Professional on site 5 days a week in Boaz, AL. This will be a long term consulting position with an option to convert to fulltime/perm after 6 months.

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 team and external service providers, utilizing tools and following IT Standards and Procedures.

Essential Duties and Responsibilities:

• Supports Incident and Request management submitted through the incident 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 (Windows 10 Enterprise, Windows 7 Enterprise, M365 and other Office, Lotus Notes, SAP Client, VPN Software, Antivirus, Engineering and other Client-Side software) or apps, PBX and Phone systems.

• Training of new technologies as they pertain to the site personnel.

• 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 Asset Register through tools and conduct random physical audit.

• Maintains and loads backup tapes per backup policy and direction from Global Data Preservation team and support 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 BOS Reporting, Continuous Improvement and exercise 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.

Specialized Skills and Knowledge:

• Excellent Customer skills / Customer-focused, active listening, and empathy.

• Highly organized and possess excellent verbal and written communication skills. As duties and priorities change frequently, you must be prepared to multi-task.

• Experience with Organizational Change Management methodologies.

• Excellent written and verbal communication skills in English. Ability to communicate in other languages relevant for the region is a plus.

• Excellent knowledge on Installation, Configuration, Patching and troubleshooting of Windows 10, Office 365, Symantec Antivirus, SAP Client, Bomgar and other Client-side Software installation, Skype/Team Conferencing, HP Hardware (Desktop, Laptop, Printers).

• 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.

• Ability to interface and influence at multiple organizational levels and initiate escalation appropriately.

• Excellent relationship building and networking skills and ability to translate technical concepts into nontechnical terms.

• Organized and able to function successfully in a team environment.

Minimum Requirements:

Education

• Bachelors' Degree in Computer Science.

• ITIL, Microsoft Certified Desktop Service Technician (MCDST), HP Desktop / Printer preferred.

Physical Demands, Work Environment and Work Experience

• Minimum 4 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).

• Often required to sit and use their hands and fingers, to handle or feel.

• Occasionally required to stand, walk, reach with arms and hands, climb or balance and to stoop kneel, crouch or crawl in both an office and manufacturing environment.

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 team and external service providers, utilizing tools and following IT Standards and Procedures.

Essential Duties and Responsibilities:

• Supports Incident and Request management submitted through the incident 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 (Windows 10 Enterprise, Windows 7 Enterprise, M365 and other Office, Lotus Notes, SAP Client, VPN Software, Antivirus, Engineering and other Client-Side software) or apps, PBX and Phone systems.

• Training of new technologies as they pertain to the site personnel.

• 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 Asset Register through tools and conduct random physical audit.

• Maintains and loads backup tapes per backup policy and direction from Global Data Preservation team and support 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 BOS Reporting, Continuous Improvement and exercise 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.

Specialized Skills and Knowledge:

• Excellent Customer skills / Customer-focused, active listening, and empathy.

• Highly organized and possess excellent verbal and written communication skills. As duties and priorities change frequently, you must be prepared to multi-task.

• Experience with Organizational Change Management methodologies.

• Excellent written and verbal communication skills in English. Ability to communicate in other languages relevant for the region is a plus.

• Excellent knowledge on Installation, Configuration, Patching and troubleshooting of Windows 10, Office 365, Symantec Antivirus, SAP Client, Bomgar and other Client-side Software installation, Skype/Team Conferencing, HP Hardware (Desktop, Laptop, Printers).

• 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.

• Ability to interface and influence at multiple organizational levels and initiate escalation appropriately.

• Excellent relationship building and networking skills and ability to translate technical concepts into nontechnical terms.

• Organized and able to function successfully in a team environment.

Minimum Requirements:

Education

• Bachelors' Degree in Computer Science.

• ITIL, Microsoft Certified Desktop Service Technician (MCDST), HP Desktop / Printer preferred.

Physical Demands, Work Environment and Work Experience

• Minimum 4 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).

• Often required to sit and use their hands and fingers, to handle or feel.

• Occasionally required to stand, walk, reach with arms and hands, climb or balance and to stoop kneel, crouch or crawl in both an office and manufacturing environment.
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Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process.