Desktop EUC L2

Job Summary

Reporting to the Regional US IT Manager, the position serves as the Senior IT Specialist to provide delivery of IT services and support to US employees. This position will require the employee to maintain a stable, cost effective and secure IT environment, and support modernization of technology to meet the business demands . The position will require installation, configuration, and maintenance of organization's desktop systems. Support Company's IT engineering systems and applications, share regular updates to key stakeholders on major issues. Ensures reliable safe and continuous user support of the office technology utilized at client. Performs a variety of tasks including troubleshooting desktop and phone connectivity issues . Relies on experience and judgment to plan and accomplish goals . Works under immediate supervision. A certain degree of creativity and flexibility is required. Maintain a cohesive and reliable information technology infrastructure supporting some business and mainly office applications. Support global connectivity for business information users and develop and provide solutions to enable that environment. Responsible for the successful user deployment and implementation of desktop technology achieving the above stated goals.

Responsibilities

• Working and collaborating in a team environment to solve problems and work on projects.
• Lead day-to-day USA IT operations and ensure Service Level Agreement/ Service Level Objectives are met.
• Ensure USA IT infra (Server/ Network/ Software/Peripheral equipment) are running smoothly and efficiently by troubleshooting problems with them
• Provide regular updated to key stakeholders for any critical issues / escalation.
• Manage 3 rd party contractors on site, performing L2 support tasks on site.
• Communicate with other teams to identify needs, monitor performance, and diagnose and resolve issues with network and systems in USA.
• Take lead to address key engineering application issues, e.g. MATLAB, ANSYS, CREO etc.
• Good understanding of SAP modules.
• Handle Engineering systems, virtually access by users across globe.
• Develops, reviews, implement and support solutions to ensure systems and processes align with the Global IT strategy.
• Ensure that Global IT policies and procedures are up to date and compliant with industry standards and regulation
• Work closely and cooperate with Global IT infra and network team's operations, implementation, execution, arrangement scheduled upgrade and project.
• Evaluate and implement new technologies and systems that improve IT infrastructure and support the Business goals.
• Perform other related duties as assigned
• Handle all USA IT matter as the USA IT lead during IT Manager's absence.
• Ensure a reliable safe and continuous user support of the office technology utilized.
• Perform a variety of tasks including troubleshooting desktop and phone connectivity issues . Support activities require some technical background while being strongly administrative in nature. Performs/monitors standard processes or operations that are highly stable and/or relatively consistent in how to fix.
• Maintain a cohesive and reliable information technology infrastructure supporting some business and mainly office applications.
• Support global connectivity for business information users and develop and provide solutions to enable that environment.
• Responsible for the successful user deployment and implementation of desktop technology achieving the above stated goals.
• Participate in day-to-day operations and ensure Service Level Agreement/Service Level Objectives are met.
• Contributes to the development and review of the systems capability strategy to meet business requirements.
• Develops, reviews, implement and support solutions to ensure systems and processes align with the Global IT strategy.
• Develops and evaluates innovative ideas to assess value added, impact, risks, challenges, opportunities, and benefits for the organization.
• Responsible for recognizing problems with the processes/operations supported. Is responsible for resolving those problems with pre- established and documented solutions. Is responsible for reporting to others those problems that fall outside the scope of established procedures.
• Maintains equipment, supplies, data supporting processes or operations. Typical examples includes scheduling routine equipment maintenance, ordering supplies, monitoring inventory, updating data records, and interacting with suppliers.
• Administrative duties assigned as required.
• Engineering Applications support, Diagnoses system hardware, software, and operator problems. Recommends or performs remedial actions based on knowledge of system operation. Document all procedures related to day-to-day operations.