Description
Responsibilities:
- Point of contact for IT-related questions from users. Handle questions and issues regarding hardware, software, printers, and network connections.
- Responsible for solving user problems ranging from applications that do not start up to more complex challenges such as virtual environments that fail. Provide support for users in the office and in a production-related environment.
- Work together with colleagues from other locations and external services in a global IT organization using the central help desk system.
- Manage the computer park (hardware and software) and keep the inventory of resources and licenses up to date.
- Ensure compliance with the IT Policy, Code of Conduct, and GDPR.
- Manage IT system upgrades and all media.
- Manage the processing and follow-up of incident resolution requests.
- Participate in incident resolution while managing priorities and urgency.
- Support users in utilizing new systems.
- Ensure installation and configuration of new workstations as part of renewal or arrival of new hires.
- Manage maintenance of software and hardware ensuring operating procedures are updated.
- Ensure evolution of capacities while anticipating future needs according to new activities support.
- Provide decent quality service and assistance to users.
- Participate in evolution tools (ticket management, incident management, knowledge base, inventory supervision).
- Monitor server status daily.
Technical Competences:
- Technical mastery of Windows environments (server/client), security, office automation, backup, printing, Wi-Fi, antivirus
- Technical knowledge of workstations, thin clients Smartphones, peripherals
- Knowledge of network technologies/protocols (internet/Ethernet/TCP/IP)
- Knowledge on internal software
- Cloud affinity (Office 365/Azure)
- Knowledge on virtual infrastructure (VMware)
- Knowledge on IT security (Cybersecurity)
- Knowledge on OT/IOT (scanners/terminals/label printers/food manufacturing equipment used in production [Bizerba/Marel])
- Needs analysis/project management
- Knowledge of ServiceNow package is an additional benefit
- Ability to prioritize workload while being self-motivated
- Working knowledge SQL DBA/SharePoint admin/Power BI would be beneficial