IT Engineer (User Support)

IT Engineer (User Support) is an administer and implement high-availability network and computing infrastructure technologies and services serving the users. Promote and enforce infrastructure standards for operations, security, and data integrity and for availability, performance, and capacity management. Provide support to technical team members regarding systems maintenance, implementation, and troubleshooting. Collaborate with regional and global team members. Provide leadership and assistance in the selection, set up, implementation and support of information technology solutions and business process change management to support the manufacturing environment, description for Internal Candidates.
KEY RESPONSIBILITY:
1. Implementation: Support Network and Computing Services:
- Monitor help desk system and respond to requests for support that fall within the area of PC hardware or software support. If the problem is beyond the technician's ability to solve, contact other IT staff member for assistance.
- Diagnose and troubleshoot problems with PC's to determine if the problem is hardware or software related.
- Replace or upgrade defective components. Replace entire systems if repair is not practical. Transfer user files and settings as required.
- Provide off-hours support when necessary.
- Provide direct support and operational knowledge of Corporate run services.
- Train to manage and administer robust, high-availability corporate server platforms supporting production applications.
- Perform OS backups and prepare component parts for Production computers frequently.
2. Service Delivery:
- Participate in administration and support of Network, Servers, Security and Desktops.
- Provide end-user support on a timely basis and in accordance with organization standards.
- Update helps desk documentation following resolution of problems.
- Frequent / appropriate communication to user/help desk, management and team members as to the current status of problems/issues. Update help desk documentation following resolution of problems.
- Recommend and adhere to department procedures, consistent with legal and statutory requirements and with industry best practices.
3. Infrastructure Security and Integrity:
- Maintain the integrity of the computing and networking environment through appropriate backup strategies, vital record storage, and system security measures, including ensuring up to date versions of mal- ware (Antivirus, Spam Controls)
- Ensure site-wide compliance to regulatory controls and corporate IT policies/practices:
+ II-VI IT Framework controls and polices.
+ Licensed software use and reproduction Security
- Change Management.
4. Personal Development/ Business Practice:
- Role model for Quality, Customer Satisfaction.
- Responsible for maintaining Quality Work Environment and housekeeping standards for own work area and community areas.
- Maintains a positive attitude and is cooperative in working with others.
- Adapts readily to changes in work caused by new requirements and/or situations.