Support Engineer

Role:  Support Engineer

Location: Adams, MA, USA

Duration: One year, possible extension

100% onsite

Hourly Rate: $30hr

Short JD:

Knowledge, Skills & Abilities: Must have 1-3 of experience working in a PC Support environment. Must have detailed knowledge of MS Windows (et, al), Microsoft Office Suite, Internet, VPN, and have experience in End-User PC support. Must be familiar with personal computer hardware in a break/fix environment and local area networking concepts.

Job Description:

The Senior Program Analyst IT is responsible for providing timely and effective support to end users on a variety of technical issues.

Primary Duties and Responsibilities:

The successful candidate will act as an integral member of Help Desk Team, supporting local end-users in Netherlands as well as end-users other countries, via remote support. This analyst will adhere to all corporate IT policies and standards when performing the following responsibilities:

Help Desk:

1. Provides excellent customer service to all units and locations within the company.

2. Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals.

3. Documents, maintains, upgrades or replaces hardware and software systems, as directed by the IT team.

4. Supports and maintains user account information including rights, security and systems groups.

5. Identifies, researches, and resolves technical problems.

6. Responds to telephone calls, email and in-person requests for technical support.

7. Documents, tracks and monitors requests to ensure a timely resolution.

8. Escalates requests requiring additional L2 or L3 support.

Infrastructure Support:

1. Provides remote hands assistance for the IT infrastructure team, including installing and troubleshooting network cabling and devices.

Application Support:

1. Develops and maintains the local applications such as Webasm (Barcoding systems, Plant manufacturing management tool, ISO online management system).

Other Duties & Responsibilities

1. Actively participates in the implementation of sustainable improvement processes, such as 5S, Kaizen, Total Productive Maintenance (TPM), Daily Management Control, Standard Work and Problem Solving.

Qualifications/Requirements

The requirements listed in the sections that follow are representative of the knowledge, skills and/or abilities required to perform the duties of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions (primary duties) of the job.

Education: Minimum Associate Degree for Computer programming or similar IT programs.

Knowledge, Skills & Abilities: Must have 1-3 of experience working in a PC Support environment. Must have detailed knowledge of MS Windows (et, al), Microsoft Office Suite, Internet, VPN, and have experience in End-User PC support. Must be familiar with personal computer hardware in a break/fix environment and local area networking concepts.

Employee must have exemplary communication (both oral and written), skills. Must be a highly motivated self-starter, with outstanding interpersonal skills and the ability to work independently and take ownership of a process. Must be able to work in a team matrix environment, encouraging information sharing and knowledge seeking, and must possess business skills and have the ability to transfer these skills to others.

Employee must have good strong customer service skills; be able to sense and respond appropriately to the feelings, needs and concerns of others. Proven ability to gather critical information and the ability to quickly diagnose problems and provide an immediate solution or escalate the problem to the accountable technical resources for a solution definition, ensuring that the support process loop includes communication back to the customer.

The employee is expected to be self-directed, take initiative and be persistent when appropriate to accomplish necessary duties and keep busy without prompting. Additionally, the employee is expected to be adaptable/flexible to changing work assignments, analytical, organized and detail-oriented, perform multiple tasks at once, compose correspondence and other documentation in a professional manner, express ideas constructively, actively listen to others, manage time effectively and efficiently to meet deadlines, learn and memorize procedures, display a cooperative attitude, read, understand and follow all company, job specific and safety policies/procedures, and attend/use all required training.

Travel: Travel may occur to other locations in US, travel paid.

Working Conditions: While performing the duties of this job, the employee is typically required to regularly conduct work in a controlled office environment, moving around the office as needed, sitting at a desk, using office equipment, including but not limited to a personal computer, fax machine, copier and telephone, read, write, listen, speak, and understand English, have the ability to work independently, be dependable and maintain confidential information, integrity and composure at all times.

Constant contact with individuals internal and external to the organization occurs via various methods of communication, typically including face-to-face discussions, electronic mail, phone calls, written letters and/or faxes.

On an as needed basis, there will be exposure to plant areas, which include exposure to outside weather conditions as well as loud noise from equipment and dust from production processes. While performing the duties of this job, an employee is occasionally required to have the ability to lift materials weighing up to and including 30-50 pounds.

Work Hours: Must have ability to work the shift/number of hours in which duties need to be accomplished, including overtime, holidays and weekends, as necessary. Call-ins may occur as needed.

Safety Training: A new employee hired to perform the duties of this position is required to be provided New Employee Training by a qualified individual or through the online training system. Additionally, an employee must be provided further training if a job duty/task has changes that will affect the health and safety aspects of that employee s position.

Additional re safety training will be required as management deems appropriate or as dictated by government regulations.