IT Operations Professional

IT Operations Professional

• Provide daily onsite IT support at the Walpole, MA site. (5 days a week onsite, 8 hours per day M-F)
• Qualified candidate will be responsible for daily IT support of PCs (Laptop and Desktop), Networking & Servers – physical topology, cabling, and troubleshooting, and specific manufacturing facility IT device support such printers, and handheld scanners, etc.
• Candidate will need to be physically able to walkaround the large facility on a daily basis for spot checks/rounds and device troubleshooting and also be able to lift 50lbs with respective to Datacenter servers and switch infrastructure installation and decommission.
• Candidate will need superior customer service skills and able to interact with a wide range of users with varying IT skill levels.

Specifics:

• Intake and resolution of Level 1/2 IT issues through a shared and remote support follow the sun model
• Complex IT problem solving and investigation of recurring IT issues
• Resolving on premise IT issues that may arise or be dispatched to your local location
• Staying up to date on the latest IT service offerings, ITSM portals, active migration projects, and technical resolutions affecting our user base
• Escalating any unresolved issues and/or Major Incidents to the Site Management Infrastructure (SMI) team
• You have excellent communication skills (written, verbal) focused on translation of IT technical resolutions to end user business language
• L1/L2 deep technical problem-solving capability in many facets of Information Technology
• Mid-Level Experience with End User Computing, Datacenter Technologies, and Networking
• You work effectively in global, multi-cultural teams
• Solid professional judgment and ability to escalate unresolved issues to appropriate management in a timely fashion
• Bachelor’s degree or equivalent experience required
• Minimum of 3-5 years of experience with IT Deskside Support and/or IT Systems Analyst role(s)

Technical:

• Win10 / Win11 Client expertise with Office 365 in an Enterprise environment
• Network diagnostics, TCP/IP, DHCP reservations, console access, and troubleshooting capability including VLAN knowledge
• Server configuration, iLO setup, vulnerability remediation
Mobile Device troubleshooting and configuration (Android and IOS)
• Manufacturing facility devices (label printer, handheld WIFI devices, and instruments)
• Intune/Azure AD experience
• Identity management including multifactor authentication setup
• PC migration, application installation, and data copy
• Service NOW incident and request management