Description
As part of Emerson’s Enterprise IT organization, this is an interesting and challenging IT Site & End-User Support role, based in Cluj, Romania. You’ll form relationships with our organization’s inspiring and talented staff at our plants and offices within the region and become their trusted advisor, supporting their daily needs for Information Technology. You will report to the IT Service Delivery Manager and partner with IT experts located in EMEA and across the globe. You’ll understand the demands and pressures on the business to meet targets and deadlines and prioritize your efforts to ensure IT systems are available, productive and secure. Delighting our end users and reaching high levels of customer satisfaction is something you’re passionate about and can deliver.
Responsibilities
•Support the IT and Telecommunications Infrastructure for the specified Area/sites ensuring the utilization of Hardware, Software and Communication Systems are consistent with the Global IT strategy and standards.
•Provide on-site support, working closely with centrally provided IT services including Design, Operations and Service Desk to meet agreed service levels.
•Build the relationship between IT and the business to become the recognized and valued partner for the delivery of IT Services.
•Planning & Administration:
•Provide information and assist IT Area Manager with IT budgeting and forecasting
•Follow and enforce Emerson policies regarding IT management, security, standards and procedures
•Support procurement and handover of IT equipment in line with our standards and policies
•Inventory management
Area / Site IT infrastructure & Support:
•Ensure optimum support for end-users at all times within agreed service levels and act as the Owner/Escalation point for issue resolution between the Business and other IT groups.
•Ensure that IT procedures and policy documentation is maintained, up to date and distributed appropriately
•Support and maintain the IT Infrastructure (HW, SW and Telecommunication) standards including:
•All security standards to be compliant with the Emerson security policy
•Systems and Data access – to be managed in collaboration with Service Desk
•Backup and recovery including Disaster Recovery Planning
•Asset management – including hardware life-cycle management and SW licensing
•Audit compliance
•Work closely with your supervisor, and other IT management to ensure that strategies are implemented and standards are adhered to and upheld With support from the Enterprise-wide IT service organization, provide customer focused, high quality IT Support for:
•Server, PCs (laptop, desktop), printers and other standardized peripherals
•Data communication (LAN, WAN, WLAN, VPN access and required components)
•Voice communication (local telephony systems and remote telephony console management)
•Act as a local point for all IT issues (Infrastructure and Application) at your site and within the Area and ensure engagement with the appropriate IT Group (Infrastructure, European Applications or Business Unit Applications)
•Ensure appropriate Application/Infrastructure Security, Performance and Availability Management
Resource Management:
•Uses the help desk as the central point for all IT issues and service requests
•Track requests and follow up actions that are assigned to other IT resources
•Uses the central services in the best manner to free up own resources for add value to the users
•Where appropriate share resources and skills within the Area/Region
•Attend required trainings to keep up with developing technology
•In collaboration with the Enterprise Infrastructure Team, develop, coordinate/manage projects aimed at improving and/or reducing costs of the in-area IT environment.
Communication :
•Communicate IT strategy and plan to the users and managers and act as the bridge between users and IT Area Manager
•Establish good working relationship with management, teammates, users and other sources of support and assistance
•Assist the supervisor and Area Manager in attending local team meetings to understand their plans and issues and communicate these back to the IT Community
•Provide visibility to service level performance when and where appropriate
Requirements:
- College/University degree in a related field or experience may be considered in lieu of formal education
- Minimum of 3 to 5 years’ experience within a general IT environment
- Previous experience in supporting clients, servers, communication equipment (preferably CISCO)
Skills/Knowhow:
- Uses basic understanding of the IT Field:
- VMware ESXi / VCenter knowledge
- Windows Server 2008/2012/2016
- Cisco networking knowledge
- CITRIX; MS Remote Access
- Independently completes diverse tasks of the job and applies and enhances knowledge and skill in:
- Language: English
- IP networking administration and services including DNS, DHCP
- Security & Compliance tools (e.g. Ivanti/LanDesk, WSUS, Symantec, FireEye)
- Active Directory, GPO & policy design and support
- Performs without assistance and is recognized as a specialist for:
- Technical problem solving and IT issues troubleshooting
- Microsoft Windows 10 Operating Systems
