Service Delivery IT Support

Central purpose of the job:

• Provide front line IT support to client
• Ensure that calls for support are dealt promptly and appropriately
• Install and configure PCs and associated peripherals and software
• Fix software and hardware issues
• Troubleshoot network problems
• Responsible for basic planning, design, optimization, implementation and management of network equipment.
• Report technical issues quickly and efficiently
• Ensure IT tasks are recorded and appropriately dealt with in a timely manner
• Log all contact with clients and customers
• Liaise with clients as required
• Maintain good working relationships with colleagues and clients
• Management of multiple sites

Primary Responsibilities :

• Install, maintain, and troubleshoot all computer hardware and software
• Provide end–user, routine maintenance, and infrastructure support
• Moderate network performance and troubleshooting
• Will participate in design, optimization, and implementation and operational support activities for Networking equipment such as Routers, Switches, ASAs, WiFi AP/Controllers, WAN Accelerators, Firewalls, IPS/IDS, Sniffers, and Circuit Management
• Establish and manage network at various (also new) sites
• Assist other IT Teams (Active Directory, Exchange, Network, etc) to insure customer requests are being met in a timely manner.
• Resolve routine and non-routine problems through standard troubleshooting procedures recommending and implement best practice solutions
• Rebuild and image computers (hardware and software)
• Remain active and aware as the second level of IT end user support
• Maintain Network and Security Standards, Configuration Compliance, Patch management, Cert review, and Roadmap planning.
• Transfer PC’s and desktops within the sites and across EMEA locations
• Be courteous and responsive to the needs of sites, no matter the request or time of day
• Always be ready to be dispatched on troubleshooting calls to sites on various high level and priority issues
• Work in partnership with various IT Support Groups worldwide to understand business requirements, and rationalize solutions.
• Assists in the design and development of procedures according to IT standards, functional specifications and design requirements.
• Compose and maintain technical specifications and documentation to describe program development, coding practices, testing methodologies, revision control, installation and operation of developed solution
• Manages relationships with key vendors (in conjunction with the IT Manager)

Requirements:

• Must have a passion for technology
• Knowledge of commonly used IT concepts, practices, and procedures
• Familiar with motherboards, processors, chipsets, electronic equipment, computer hardware software and applications
• Understanding of basic Internet applications, including the Web and TCP/IP networking concepts
• Ability to think critically, quickly, and strategically
• 3 - 5 years’ experience with Routers and Switch design and support.
• Experience with Checkpoint Firewalls will be a plus
• Knowledge and experience in a large environment, including extensive hands-on experience with Cisco ASA’s, Routers, Core Switches, TACACS, A10 Load Balancers, Riverbed, etc (preferred)
• Scripting experience using within Solarwinds Orion Suite or large scale network management tools will be a plus
• Cisco Certifications (preferred)
• Excellent communication and relationship management skills.
• Experience in a related industry preferred (ie Steel, recycling, process manufacturing, warehousing)
• Excellent English written and verbal communication skills; ability to communicate up, down, and across the business
• Experience in large, multi-platform production environments and multi-sites environment
• Bachelor’s degree in Computer Science, Information Technology, or relevant field of study is highly desirable
• Proven analytical and problem-solving abilities

Must be Technology savvy IT professional with skills / experience that covers the following:

o Knowledge of Windows Server Family – 2008 and higher

o Knowledge of client operating systems Windows 7 / Windows 10

o Knowledge of Server Roles as DNS, DHCP,MS Exchange, Active Directory,

o Knowledge of various MS Office Suite, iPhone, Android, Windows Phone support

o Knowledge of Networking Protocols TCP / IP, VPNs, Access Control Lists, Routing, Bridging, Wireless Networks

• Experience working as part of an international IT group
• Solid background working with customers and related business processes
• Demonstrated ability to effectively collaborate with a variety of levels across the organization
• Interact and negotiate with vendors, outsourcers, and contractors to secure products and services.
• Strong verbal and written communication skills with the presence and style to present information to executives.
• Able to prioritize, plan, and organize work and deliverables
• Able to travel up to 25% of the time
• Must be proficient in English
• Must be Customer focused