The IT Pillar Tech provides solutions to problems in the IT Pillar discipline without supervisory approval and will evaluate and select solutions from established operating procedures and scientific procedures.
Requirements
- General HW support and maintenance
- Help Desk activities
- Level 2/3 end-user support
- Workstation moving, fixing, and installation using internally approved methods
- Call Manager maintenance and telephone sets
- Software package creation
- SW installation
- Local Backup system administrator
- Training sessions on all technology changes
- Work closely with the EDS team, and ensure knowledge-sharing
- Perform Introductory Onboarding training
- Ensure that VIP users are properly managed, and their needs are taken care of
- Reach out to other members / escalate as necessary to ensure customer satisfaction
- Help with software Upgrades or Rollouts of both Productions Tools & Engineering Software
- Support Infrastructure Team in Setup and take part in projects as and when required
- Support infrastructure team, handling server backup/recovery
- Coordination of network setup & support
- Manage IT assets and ensure adequate stock exists
- Maximize utilization of assets by reuse
- SCCM maintenance
- Telephone/Mobile assets
- Support (Project) IT Coordinators, end users, application developers, and application administrators’ users with solving problems
- Assist users through telephone, remote control of desktops, ail, and direct contact at the helpdesk or users’ desk
- Responsible for the application of Environmental Policy and Procedures within their area of responsibility
- Proactively monitor ticket queues (both onshore and offshore) on ServiceNow and take ownership, coordinate & action as required
- Analysis of detected or reported problems
- Assign correct priorities to problems
- Control of the problem-solving process
- Solve problems or report to third-party support
- Report to the supervisor and user of the solution
- Maintain the correct status of calls in the call support system
- Maintain user help documentation
- Create and maintain documentation, procedures, and work practices
- Support users in configuring network printers
- Support users on the use of cell phones
- Explain company policies on IT matters
- Assist in maintaining accurate inventory records
- Ensure that hardware (PCs, printers, etc.) function according to specification
- Support users on the use of equipment
- Report malfunctions
- Take corrective maintenance
- Support users on the use of standard installed software (Notes, MS Office, etc)
- Virus reporting and controlling
- Report malfunctions
- Support users in acquiring and installing approved software
- Report on the (mis)use of resources
