Remote - Local Support (End User Computing)

Important company requires;
**Local support (End user computing) - Remote in Colombia**

**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.
- 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 writte

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

**Schedule**:Monday to Friday from 9 to 6 or from 8 to 5 to be determined.