Core Responsibilities    

Technical Support

• Involved in Incident, Problem and Service Request Management.
• Provide workarounds and solutions based on Service Level Objectives.
• Deskside and remote support required within Factory environment.
• Support Microsoft operating systems, Zebra label printers, and Zebra barcode scanners
• In the case of Problem Management, report/escalate issue to Service Desk Manager or Senior Service Desk Analyst.
• Propose or recommend IM&T Services modifications to the Service Desk Manager to reduce user impact.
• Refers more complex problems to problem managers and/or senior level.
• Participate to new IM&T Service testing, deployment and stabilization.
• Maintain and stays current with evolving Information technology.

Communication

• Clarify tickets logged with requesters and communicate about resolution progress.
• Ensure satisfactory customer service and prompt response times to the requesters.
• Share her/his support knowledge with peers in the same team and maintain associated documentation
• Communicate with user community to provide the status of open problems and the changes associated with new solutions
• Escalate significant issues or outages to the management
• Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction.

Information Security

• Ensure security rules implementation as per the policies.

Requirements:

• Certifications/Training in the assigned area will be an added advantage.
• Minimum 2 years of experience
• Strong knowledge of Microsoft based operating systems
• General knowledge of IT infrastructure: LAN, WAN, Windows servers, Active Directory
• Good knowledge of informatics hardware (PCs, Printers, Scanners, Smartphones etc.)

Additional Details

• Level 2-3 Support functions (deskside/ in person support)
• Manufacturing factory environment, focused on hardware support
• Environment: Hard hat, steel toe shoes
• Label printers,
• Most systems in-house
• Will train up for 2-weeks
• Potential for occasional late night support
• No regular OT
• Monday through Friday 8-5pm