Technology Service Engineer

Business Process

• Provide technical support on operational or maintenance aspects of system equipment

• Diagnose mechanical, hardware,softwareand systems failures, using established procedures

• Perform remote or on-site servicing and/or repair of company products/services

• Collaborate to implement best practice system solutions and process changes.

• Document functional requirements and ROI opportunities. Identifyand addressrootcauses of business process problems.

• Design functional solutions that enable process change, continuousimprovementand competitive advantage.

Infrastructure Services

• Implement Plant system security controls according to established standards, implement andmaintainsecure supplier remote access solutions for line of business machines collaborating with Information Security.

• Recommend and implement enhancements to meet business availability needs. Ensure availability and recovery requirements are implemented according toestablishedarchitectural and design standards.

• Collaborate with customers and IT peers to understand Plant system requirements for performance, recommend enhancements toestablishedstandards, implement and conduct tests to ensure acceptable performance thresholds are achieved.

• Analyze,deliverandmaintainPlant client,serverand network technology according to business and technical requirements.

Application Services

• Actively contribute to requirements gathering process focusingoninfrastructure components. In production support scenarios, support identification of incident trends and build proactive plansto eliminate.

• Collaborate with application designers and vendor solution providers to proactively model optimized infrastructure solutions.

• Comprehensively test all infrastructure components of IT solutions to ensure business requirements are met.

IT Process

• Adhere andcomply withSystem Development Lifecycle (SDLC) and Release Management processes and procedures.

• Manage stages of projects through uniquely assigned project manager roles and responsibilities. Execute project management disciplines to ensure project activities and tasks are delivered on time, within budget and according to approved scope and quality requirements.

• Conduct effective investigation,diagnosisand root cause analysis of Incidents / problems. Develop,Implementand document solutionsin a timely mannerandvalidatewith system users that service has been restored.

• Conduct proper urgency,impactand risk assessment of change requests. Plan, schedule, implement and document changesin accordance withcore SDLC and Change Advisory Board processes.

• Executetimelyandaccuratetime tracking of all work hours. Contribute toaccurateestimation of work activities and tasks.

• Performs other duties as assigned

• Four-year college degree preferred. Focus on computer science, informationsystemsor a related field desired. 

• Minimum of 2-year college degree

• Twoyears’ experiencewith desktop / server hardware and software installation and supportrequired

• Exceptional oral and written communication and customer service skillsrequired

• Display a high sense of urgency,adaptabilityand flexibility in afast-changingenvironment

• Possess excellentproblem-solvingabilities including analytical, prioritization, and escalation

• Ability to work within the multiple departments internal to IT

• Planning skills

• Knowledgeable of Microsoft Operating Systems, Office, Networking, Mobile Devices, and computer hardware

• A+ and Network + certification is preferred

• Basic technical understanding of networking technology (Wi-Fi, switches, LAN, etc.).

• Ability to manage a4-yeartechnology refresh cycle

• Understanding of desktops, laptops, printers, and other peripherals

• Ability to perform computer imaging

• DHCP, DNS, IP Addressing, Windows Server 2019+administration experience desired.

• Ability to be on a regular on-call rotation and willing to travel as needed for projects.

• VMWare ESXand/or Nutanix AHVadministration experience desired.