Position – IT Deskside Engineer
Experience: 7 to 10 years
Responsibilities:
oRole will be customer facing on Application & Systems troubleshooting with Server, Storage and Backup management tickets Field IT Team. Role will involve supporting the IT Deskside department in achieving its objectives against agreed SLAs.
oAdditionally, the person might act as primary/secondary contact for IT Systems on site, LAN, WAN, Voice, Printing services, etc.
o“Act as the key person” in the IT Deskside team in case of Business Continuity Plan activation and Disaster Recovery of the supported SSC."
oWork with Ham Pro Teams to support End user computing requirements
oFurther responsibilities:
oWork within Johnson Controls guidelines to ensure compliance to corporate IT standards
oActs as an advisor for the functional or business group that the system supports
oEnsuring all support cases are dealt with, within agreed service levels, and to the customer's satisfaction ensuring all work carried out is satisfactorily documented within the relevant ticket logging system
oProvides service requests and level 2 incidents/problems management with responsibility for resolution and root cause analysis of the most complex hardware and software issues within Operating Level Agreements
oAssisting during tasks provided by external service providers
oMonitor’s system resource utilization and supports capacity planning by capturing data, analyzing trends and making upgrade recommendations
oProvides effective technical documentation to clearly communicate procedures and developments to other IT personnel
oImplementation of site IT projects
oCoordinating education and training for IT related activities at the site
oIT asset and Inventory Management.
oProviding Daily, Weekly and Monthly Asset and Inventory Report with Management.
oPhysical Asset Verification with Data Available in CMDB and other Report.
oTracking and follow up with Users and HR for asset return.
oReturning of Asset to Suppliers and Dispose when required.
oMonthly Asset reconciliation.
oSupporting other LOB and Site in their asset Management.
Required Skills:
oAbility to recognize and respond to customer expectations with a sense of urgency
oExcellent support awareness of Desktop, Laptop and Peripheral devices
oExcellent analytical, interpersonal and communication skills with strong problem-solving abilities
oAbility to handle cross-functional tasks in parallel
oAbility to work independently in dynamic, fast-paced environment
oDemonstrated ability to work in a team environment, work collaboratively with IT team members, and communicate effectively with all levels of management
oProven sensitivity to cultural diversity in the business environment
oProven ability to assist in installation, configuration, and setup of different Applications
oSelf-motivated with good organizational skills
oProven ability to quickly build up working knowledge in previously unknown technologies
oBasic project management skills with the ability to plan and monitor projects involving customers, other IT departments
oGood understanding of office products, such as Microsoft Office
oGood understanding of Network standards – WAN, LAN, TCP/IP
oGood understanding of Smart-Device technology - iOS, Android, Windows Mobile etc.
oGeneral IT awareness of Back Office solutions (Server, SAN, Data Protection, Cloud)
oPower Bi, Power Automate, Team leading capabilities knowledge is a plus
oITIL certification is plus