Local Support

hace 3 semanas

Bogotá Remoto, Colombia GSB A tiempo completo
MAIN ACTIVITIES / RESPONSIBILITIES:
• Advocate for the IT needs of the manufacturing facilities
• Act as the escalations point for other IT functionality groups
• Supporting high impact Digital communication streaming events
• Training users and administration of best practices for supported technologies
• Providing and updating IT-manuals and documentation
• Administering user identities for new joiners, movers and leavers in the Identity and Access
Management tools (e.g. ServiceNow)
• Supporting users in getting access to business applications
• Managing end user communication on major incidents
• Order New Software/Install New Software
• Order New Hardware/Install New Hardware
• Acting as representative for the Corporate end user domain in global projects
• Supporting and assisting other IT technical functions for diagnosing and resolving plant related
incidents.
• Support and installation of office equipment, the related software and local infrastructure
components
• Maintenance of the Corporate Hardware/Software inventory
• Support business units in the management of the equipment life cycle
• Collaboration in testing of new software applications
• Administration of computer objects in active directory and infrastructure management tools
• Providing and updating IT-manuals and documentation
• Managing incidents and requests in the ticketing system adhering to the defines SLA’s and
provide assistance on IT Service management related activities
• Contributing in the evolution of the Local IT environment starting from proposing innovative ideas
up to designing, implementing and operating the landscape
• Identifying and implementing process improvements in order to provide more effective and
efficient service to business customers
• Providing end user assistance by phone, emails, via ticketing system or in person (end user
walk-in)
• End User Support Services including but not limited to
● Video Camera
● Active Directory
● Network
● Server
● Cabling
● Router & Switches
● UPS / Battery Back-Up
● Video Conferencing
● WiFi Connection
● VoIP
• Report, coordinate and escalate issues/errors to existing application or corporate IT Support
teams
• Provide after-hours support as needed, including a rotating 24x7 on-call support schedule.
• Support the Managed Service Provider teams to ensure the correct application of the Standard
Operational Procedures and enhance daily operational functions.
• Ensure excellence in Health & Safety (H&S) by providing visible leadership and driving for the
execution of the basics of the H&S operating model and adherence to Group H&S standards and
policies

PROFILE REQUIRED

- Level of education/qualifications normally required:
○ Bachelor’s Degree in Information Technology or related discipline.
○ Distinctive qualifications relating to his/her area of expertise.

- Specific work experience:
○ At least 10 years of experience working as a field service supporter for an end user
workplace environment (client operating system and management tools)
○ At least 5 years of experience in supporting the local networking environment
(LAN/WiFi).
○ Knowledge of Microsoft server environments on a virtualized platform is a strong
advantage
○ Experience working within an ITIL framework and Experience with ITSM tool
(ServiceNow)
○ Experience with Google Suite and Microsoft Office

- Technical / functional skills:
○ Strong customer orientation skills
○ Strong Analysis and problem solving capabilities
○ Analytical and structural competencies
○ Team player with positive, collaborative approach and sense of accountability
○ Adequate understanding and alignment with Health & Safety values
○ Experience developing and implementing IT standards, policies and procedures.

- Behavioral competencies:
○ Open-minded, collaborative and an effective team player.
○ Ability to work in a multicultural and multi-located team.
○ Driven for success and aspiring to a culture of service excellence, always putting the
customer, our people and our business at the center of everything he/she does.
○ Ability to deal with ambiguity.
○ Ability to communicate openly and effectively with many diverse stakeholders, with
external vendors and auditors, and with staff.
○ Ability to work proactively and under pressure considering the criticality required to
ensure the right quality of service for the business

- Linguistic skills:
○ Fluency in English, both verbal and written.

- Mobility requirements (time spent traveling internationally, nationally etc.):
○ Limited travel between Corporate sites of USA

Benefits:
- Law benefits
- Courses and certifications

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