Job Description

Role Summary

This IT Engineer role is responsible for the provision of quality IT support services for the company’s IT infrastructure with emphasis on customer service and satisfaction. The IT Engineer serves as a primary IT contact at the site and liaison between local personnel and the wider IT Organisation. On occasions, the IT Engineer may also be required to support other EU regional facilities and further afield.

Essential Functions:

• Responsible for the daily monitoring, maintenance, and availability of computer hardware on site
• Installs personal computers, software, and peripheral equipment
• Assists with network, server, and telecommunication support as required
• Strives to promptly resolve technical support issues and address user questions and requests
• Facilitates problem resolution by reviewing ticket assignments, gathering additional information, updating tickets, proactively providing status to customers, and driving the ticket resolution process
• Enforces IT policies, procedures, and standards at their site, including systems security, to ensure conformity with all information systems and company objectives
• Acts as a key escalation point for critical IT problems and customer complaints
• Builds relationships with customers and strive to understand their problems and needs
• Maintains effective communication with the IT Service Desk and the IT organization
• Provide best effort support for associated home grown and plant engineering systems

Required Knowledge, Skills, and Abilities

Excellent customer service, telephone etiquette, and interpersonal skills Strong troubleshooting skills Excellent organizational and time management skills Strong oral and written communications skills (technical and non-technical) Ability to work productively either independently or in a collaborative team environment Ability to solve problems independently, quickly, and completely and to communicate and present to diverse types of audiences (management, teammates, users, vendors, and other staff) Capable of managing projects and problem resolution in a cross-functional environment Recognized qualifications in Computer Science, Business, or a related discipline; equivalent experience acceptable 5+ years of analytical job experience in an Information Technology organization 5+ years of systems administration or technical support experience Demonstrate significant understanding of Microsoft client/server systems, networking, Microsoft Windows operating systems, and Microsoft Office productivity tools CITRIX and VMWare experience highly desirable Experience with Incident Management systems is desirable SAP experience is desirable