Field Services Technician at Softworld Inc

Job Title: Technical Support Specialist

Job Location: Branch MS 38654.

Onsite Requirements:

• Top Skill #1 - Desktop Support
• Top Skill #2 - Windows Support
• Top Skill #3 -LAN/WA/ Active Directory/ Ticketing systems

Job Description:

• Responsible for maintaining standards as established by the system and network engineering teams in regard to planning and supporting the plants in the areas of desktop, WAN, LAN, servers, and disaster recovery.
• Provide diagnostic support to the System and Network Engineering Teams and the Service Desk in supporting the plants as it relates to; Desktops, WAN, LAN, and Servers as well as capture site specific network, server, and end device documentation.
• Provide first level support to the incident management activities in the plant and problem and change management activities for the site, including weekend, holiday and after hours support when required.
• Assume other plant related IT support responsibilities as per plant requirements, availability, and IT skills such as development of ad hoc reports via standard reporting writing tools i.e. Qlik Sense and PowerBI.
• Report site IT downtime and changes to the site production schedules using the appropriate communication procedures.
• Develop and maintain functional knowledge of all critical operational application software & processes utilized at the site in order to provide support and training to the site users.
• Develop and maintain technical knowledge of all critical operational software applications, IT processes, and procedures utilized at the site in order to provide IT support.
• Perform hands-on fixes and changes at the PC desktop level, including installing and upgrading software, installing hardware, performing/validating file backups, managing custody of back-up media, and configuring applications at the direction of the site analyst or IT support group.
• Organize IT equipment repairs, maintain site inventory of usable spare IT equipment, and maintain a maintenance log of equipment repairs, as directed by the site analyst.
• Follow the site related IT purchasing & asset tracking procedures receiving IT assets, updating the IT asset inventory & partake in decommissioning end-of-life assets.
• Creates / updates work instructions for new tasks or as the steps for existing tasks are modified, ensures all documentation is in the proper format and is stored in the location identified by the IT Management team.
• Monitors emails for alert notifications from the service desk and resolve or escalates these as required.
• Adheres to security process proactively identifying security issues and escalating these to the TSS team leader or appropriate manager as well as purchasing processes ensuring that all IT equipment is properly tracked throughout the hardware lifecycle.
• Provides onsite support for site launches/expansions/changes and server / network refreshes.
• Other duties as assigned.

Key Qualifications:

• Community College diploma required, university degree preferred (or educational equivalent) and/or significant relevant experience.
• Experience in working with Warehouse Management systems in a shop floor environment would be desirable. Experience in general PC repairs and PC based applications.
• Communicative with excellent verbal and written communication skills in English and local site language, when applicable.
• Solid attention to detail and the ability to create and document process and procedures.
• The ability to work within a very demanding environment and handle stress in a positive manner and maintain a high degree of confidentiality.
• Excellent organizational and problem-solving skills.
• Ability to handle multiple tasks.
• A strong understanding and working knowledge of desktop hardware, operating systems and software.
• A good understanding of network systems and protocols as well as server hardware and operating systems.

Quality and Safety Requirements:

• Conform to the processes and requirements of our integrated management system.
• Achieve the effectiveness of our integrated management system by following the Quality Policy and meeting company objectives.
• Work to be compliant with the company environmental, health and safety standards and rules.
  
  
• ** 3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply.
• This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future. **