Stefanini is looking for an IT Support Specialist in PA.
The Onsite Technician provides business solution infrastructure support and end-user support for a specific Client production facility. This position occurs as part of the Onsite LVO team, within the Infrastructure and Onsite Support (IOS) unit of Client s Group IT unit. The Onsite Technician role is the local representation of Group IT for a specific business production facility. In this role it is critical to work together with regional and global colleagues to deliver new and upgraded infrastructure for business solutions and the end-user IT environment. This includes, but is not limited to, hosting platforms (typically x86), Windows OS, LAN (wired and wireless), Windows enterprise client solutions for office and factory, personal mobility, and specialized factory devices such as bar code scanners, forklift mounted hardware, and specialized printing technology. These technologies are highly standardized in Group IT business practice and much of the work is conducted according to standard processes and methodologies. Most server and network hardware is configured according to Standard Operating Environment (SOE) specifications, common throughout Client s global network.
Techniains are assigned support tasks via ticketing system and are expected to understand and prioritize responses. In addition to break/fix activities, technicians are also expected to drive continuous improvements to IT services impacting assembly operations using our internal Client Production Systems (VPS) methodologies.
Group IT has end-to-end responsibility for all development, delivery, and support of IT solutions for the Client Group.
Infrastructure and Onsite Services (IOS)
Group IT Infrastructure and Onsite Services is a global unit consisting of approximately 1200 employees and consultants in most of the Client Group s locations. The mission of the IOS unit is to ensure that Client businesses are provided with the right end-user tools and services at agreed quality and to an optimal cost. At factories, warehouses and small sites IOS also facilitates infrastructure demand liasion and delivery execution for IT services through local presence and in partnership with global providers.
Onsite Americas is a regional function consisting of more than 100 employees and consultants in all of the Americas. This function is responsible for onsite deliveries in this region, working in close co-operation with other IOS/Solution Delivery Unit functions.
The Onsite Delivery & Support Technician will be responsible to:
Deliver and Support infrastructure solutions required by the business and according to Group IT service and product standards
Perform delivery and support work according to standard methods and processes
Execute time critical support of industrial IT solutions
Collaborate with global support technicians in troubleshooting and resolving infrastructure and end-user problems, in addition to using all available resources such as personal skills, vendor documentation, and online knowledge bases
Use delegated authority from global operations teams to manage local infrastructure solutions
Proficient understanding of Cisco switching and routing
Proficient in Cisco Wired and Wireless LAN equipment and technologies
Apply knowledge of Cisco data switches to activate new ports and to troubleshoot connectivity.
Working knowledge of IP Telephony and convergences of technology as related to voice and data communications.
Provide constant communication/feedback to end-users to understand their requirements and setting the appropriate expectations.
Install and configure Client systems (Hardware, software, applications, communications, printers, and peripherals)
Install, configure, and support various handheld barcode scanning devices
Install, configure, and support specialized barcode printers
Have good understanding of LAN connectivity (wired & WiFi) in support of existing infrastructure
Assist PC Users in utilizing PC applications for office & factory automation and to solve business problems.
Perform scheduled/unscheduled upgrades to machines in order to maintain a safe & secure network due to O/S vulnerabilities and virus outbreaks.
Image & configure new and existing machines to end-user expectations.
o Deploy new machines to end-users by transporting equipment via handcart and personal/company vehicle in which lifting up to 50 lbs is involved.
Ability to produce documentation for Knowledgebase solutions
Rotational on-call support
Participate in global projects that have impact on the local business, as needed
Other duties as assigned by Onsite Manager
Ways of Working
Tickets are assigned to Onsite Techncians; prioritization is always towards IT issues on the factory floor.
Continuous improvements is a focus of the team. We use Kaizen s to drive those improvements.
Working environment provided at Client facility
o A work area with a personal computer (standard office ) and working space
o Significant walking within the facility
o Moving of printers and computers up to 50 lbs
o Ability to work on, around, and under furniture within the office
This position performs analytical, technical, and administrative work in efforts to support local end-users, remote end-users, and production lines. Additionally this position utilizes global processes to achieve the end results. The IOS Onsite goal is to achieve total end-user satisfaction for technical issues by possessing exceptional customer service skills, willingness to travel & work overtime, and most importantly work as a team.
MOUS, DCSE, A+ and Network+ (IOS) certifications or the ability to be certified in two of these areas within six months is strongly encouraged.
Key Qualifications and Capabilities
Is dedicated to deliver customer value
Has ability to build effective relationships
Has very strong communication skills
Work patiently with end users who are frustrated and need issues to be resolved quickly or helpful guidance with using the solutions
Is open to change and enjoys the challenge of unfamiliar tasks
Pursues tasks with energy, drives and has a need to finish
Broad IT background
Has fluency in English, both written and spoken
Knowledge of Client processes is meriting