Key Responsibilities:
1. Deskside Support:
o Provide end-user support for hardware, software, and peripheral devices (e.g., desktops, laptops, printers, and mobile devices).
o Troubleshoot and resolve issues with operating systems (Windows, macOS, Linux), office applications, and enterprise tools.
o Assist users with password resets, account unlocks, and access requests.
2. IT Infrastructure Management:
o Manage and maintain on-site servers, storage systems, network devices, and backup solutions.
o Ensure high availability and optimal performance of compute, storage, and network resources.
o Monitor and maintain IT infrastructure, addressing issues proactively to avoid downtime.
3. PCD/OT Infrastructure Management (Advantageous):
o Support and manage infrastructure in manufacturing plants, ensuring seamless integration of IT with OT systems.
o Maintain and troubleshoot PCD/OT environments, including industrial networks, SCADA systems, and control devices.
o Collaborate with engineering teams to ensure secure and reliable IT-OT convergence.
o Address challenges specific to plant/production environments, such as minimizing downtime and ensuring safety standards.
4. Software Deployment and Imaging:
o Perform system imaging, software installation, and updates for end-user devices.
o Deploy and maintain IT applications as per organizational needs.
o Ensure all systems are compliant with security and organizational standards.
5. Meeting Room and AV Support:
o Set up, configure, and troubleshoot meeting room equipment (AV systems, projectors, etc.).
o Provide real-time support during business-critical meetings and events.
6. Incident Management and Escalations:
o Act as the first point of contact for on-site IT issues, escalating complex problems to higher-tier support as needed.
o Ensure timely and accurate resolution of incidents, documenting processes and solutions.
7. Documentation and Reporting:
o Maintain accurate records of IT assets, configurations, and incident resolutions.
o Create and update IT support documentation and knowledge bases.
8. User Training and Engagement:
o Assist in onboarding new employees by setting up IT systems and providing basic training.
o Promote IT best practices to enhance productivity and security awareness.
Qualifications:
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Well versed with local language
• 3+ years (IS1) or 5 + years (IS2) of experience in system administration and local IT support, preferably in manufacturing or plant environments.
• Proficiency in Windows Server, Active Directory, and Group Policy management.
• Experience with networking concepts (LAN, WAN, DHCP, DNS, VLANs) and tools.
• Familiarity with virtualization platforms such as VMware or Hyper-V.
• Hands-on experience with ServiceNow and ticket management.
• Strong troubleshooting skills and the ability to prioritize tasks effectively.
• Excellent communication and interpersonal skills.