IT Support Associate - Level IV

Overview

Works autonomously to provide system operational support ensuring the effectiveness, efficiency, accuracy, and availability of IT resources and systems for end users while coaching and developing less experienced IT Support Associates. Must work collaboratively with others.

Key Responsibilities

Performs IT production support for assigned area(s) according to documented processes. Manages process documentation and standards. Diagnoses and problem solves issues with IT hardware or software components with little or no direction. Requires the ability to install, configure, or disposition IT hardware and/or application issues. Troubleshoots assigned issues per department standards to resolution with responsibility to circle back with customer to confirm resolution. Proactively identify potential issues and provide solutions. Uses Incident Management system to manage reported issues or requests submitted by end users and log any actions or support provided. Analyzes data to identify trends and taking necessary action. Trains less experienced associates on IT support processes and tools and identify additional training opportunities as needed. Assists with additional IT responsibilities as assigned. Coach and develop IT Support resources and supervise the work of contract resources. Champions the use of Six Sigma to reduce costs and improve processes. Identifies opportunities for service improvements, discuss with the customer and raise the request for change for assessment if appropriate

Responsibilities

Competencies:

Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders.

Business insight - Applying knowledge of business and the marketplace to advance the organization’s goals.

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Cultivates innovation - Creating new and better ways for the organization to be successful.

Decision quality - Making good and timely decisions that keep the organization moving forward.

Ensures accountability - Holding self and others accountable to meet commitments.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications.

Problem Solving - Solves problems and may mentor others on effective problem solving by using a systematic analysis process by leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions; identifies the systemic root causes and ensures actions to prevent problem reoccurrence are implemented.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications

High school diploma, certificate of completion of secondary education, or equivalent experience (to the extent such experience meets applicable regulations) required. Associate Degree, relevant industry training, certification or equivalent experience preferred. This position may require licensing for compliance with export controls or sanctions regulations.

Experience

Significant work experience and in-depth knowledge obtained through specialized training and relevant experience.

Qualifications

Data Closet

• Maintaining & Monitoring Various Data Storage systems, Servers and Backup for Data Closet Locations.
• Maintaining Inventory Management of Servers Storage and Backup.
• Ensuring compliance of DC Access Control and managing preventive maintenance reports.
• Planning and executing DC Maintenance Activity for H1 and H2 for the calendar year by coordinating with Internal teams and Business teams.
• Collaborating with Operations team for any operations related activity by reviewing the Incidents and SR and ensuring to have it closed end to end.
• Maintenance of Data Closet Documentation.
• Maintaining AMC Services for DC Assets and coordination with suppliers for on time renewal.
• Working with Finance team with respect to Billing, GRR generation , PO Generation and Hardware procurement.
  
  

• Collaboration with Operations team and Business teams for Server provisioning requests.
• Daily Backup Monitoring and Tracking and Audit reporting for Backup.
• Hands-On of Windows Server (2016/2019/2022) and Linux (RHEL, Oracle Linux) environments.
• Ability to perform basic troubleshooting for system performance issues, service failures, and connectivity problems.
• Knowledge of file systems, directory structures, user permissions, and access management on both platforms.
• Understanding of common system logs and familiarity with monitoring tools (Dynatrace, Splunk) to identify issues for escalation to Ops team.
• Understanding of patch management lifecycle for Windows (SCCM) and Linux (YUM) environments.
• Database monitoring, health checks, user access management SQL and Oracle databases.
• Basic understanding of cloud platforms (AWS, Azure, OCI) services like compute, storage
  
  

Systems/Information Technology

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2424963

100% On-Site Yes

Due to the operational nature and specific job duties of this role, work is required to be completed 100% in person/On-site.