Local Support

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)
- 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
- 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

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

teams
- Provide after-hours support as needed, including a rotating 24x7 on-call support schedule.

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