Sr. Engineer - Field IT Support

Position – IT Deskside Engineer

Experience: 7 to 10 years

Responsibilities:

• Primary Responsibility -

o Role will be customer facing on Application & Systems troubleshooting with Server, Storage and Backup management tickets Field IT Team. Role will involve supporting the IT Deskside department in achieving its objectives against agreed SLAs.

o Additionally, the person might act as primary/secondary contact for IT Systems on site, LAN, WAN, Voice, Printing services, etc.

o “Act as the key person” in the IT Deskside team in case of Business Continuity Plan activation and Disaster Recovery of the supported SSC."

o Work with Ham Pro Teams to support End user computing requirements

o Further responsibilities:

o Work within Johnson Controls guidelines to ensure compliance to corporate IT standards

o Acts as an advisor for the functional or business group that the system supports

o Ensuring all support cases are dealt with, within agreed service levels, and to the customer's satisfaction ensuring all work carried out is satisfactorily documented within the relevant ticket logging system

o Provides service requests and level 2 incidents/problems management with responsibility for resolution and root cause analysis of the most complex hardware and software issues within Operating Level Agreements

o Assisting during tasks provided by external service providers

o Monitor’s system resource utilization and supports capacity planning by capturing data, analyzing trends and making upgrade recommendations

o Provides effective technical documentation to clearly communicate procedures and developments to other IT personnel

o Implementation of site IT projects

o Coordinating education and training for IT related activities at the site

• Secondary Responsibility –

o IT asset and Inventory Management.

o Providing Daily, Weekly and Monthly Asset and Inventory Report with Management.

o Physical Asset Verification with Data Available in CMDB and other Report.

o Tracking and follow up with Users and HR for asset return.

o Returning of Asset to Suppliers and Dispose when required.

o Monthly Asset reconciliation.

o Supporting other LOB and Site in their asset Management.

Required Skills:

o Ability to recognize and respond to customer expectations with a sense of urgency

o Excellent support awareness of Desktop, Laptop and Peripheral devices

o Excellent analytical, interpersonal and communication skills with strong problem-solving abilities

o Ability to handle cross-functional tasks in parallel

o Ability to work independently in dynamic, fast-paced environment

o Demonstrated ability to work in a team environment, work collaboratively with IT team members, and communicate effectively with all levels of management

o Proven sensitivity to cultural diversity in the business environment

o Proven ability to assist in installation, configuration, and setup of different Applications

o Self-motivated with good organizational skills

o Proven ability to quickly build up working knowledge in previously unknown technologies

o Basic project management skills with the ability to plan and monitor projects involving customers, other IT departments

o Good understanding of office products, such as Microsoft Office

o Good understanding of Network standards – WAN, LAN, TCP/IP

o Good understanding of Smart-Device technology - iOS, Android, Windows Mobile etc.

o General IT awareness of Back Office solutions (Server, SAN, Data Protection, Cloud)

o Power Bi, Power Automate, Team leading capabilities knowledge is a plus

o ITIL certification is plus