SPECIALIZED SKILLS, KNOWLEDGE OR CERTIFICATIONS UNIQUE TO THIS ROLE Required
Windows Client (XP, 7, 8.1, 10, CE, and Mobile) MS Office Suite (including Visio) Client/Server application installation/troubleshooting ITIL process knowledge Experience with monitoring solutions Troubleshooting/Supporting hardware (printers, handheld scanners, tablets, laptops, desktops) Backup, restore, reimaging software and processes Asset management Presentation equipment
ROLE RESPONSIBILITIES
• Operative responsibility for incident management and problem management / Root cause analysis. • Identify solutions which support business process maturity or improvement
• Oversee and prioritize operations activities for his/her shift and coordinate (company and contractors) work to meet operational up-time requirements, incident resolution timeframes, and problem management.
• Lineside: Track and report on spare parts status (including coordination with General Stores when necessary) • Ensure operational availability (uptime) and integrity of supported equipment and applications.
• Lineside: Monitoring of IT Manufacturing network, servers, clients, and other IT manufacturing infrastructure. • Support the implementation and tracking of Client System Updates, Client health status, Endpoint encryption
• Deskside: Support AV equipment and Telecom systems
• Support Asset Lifecycle
• Support system hosts device backup processes & imaging technologies where applicable. • Escalation of issues to appropriate internal/external support groups when necessary.
• Maintain systems through ensuring all systems are properly named, labeled, have up to date AV definitions, properly patched, are part the domain, and are in working order. Overall, ensure all meet company specification criteria. |