EUC Local Support Technician (Onsite)

SUMMARY

This person is responsible for the day-to-day support of local facility and acts as Field Service support for those issues that cannot be resolved by the shared service center.  The role is responsible for the hardware life cycle and for the coordination and disposal of obsolete equipment.   Position is also responsible for the support of the shop floor IT environment, if applicable in the location. Position will also be responsible for maintenance and support of local computer network. (Belmont Only)

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Attends regular meetings with Local Support Team Lead and the other MAHLE IT Local Support Team members.
• Reviews tickets on a daily basis for the locations he/she are responsible for.
• Responsible for support of shop floor infrastructure.
• Ensures all tickets that are assigned are resolved according to established SLA’s.
• If there are incidents or requests that cannot be resolved by local support staff, these get escalated to the appropriate MAHLE IT Team.
• Uses Company software distribution package for the setup and imaging of new PC’s.
• Is responsible for the deployment, setup of new hardware.
• Is responsible for new hire orientation to inform new employees on use of their new hardware and IT Support information.
• Is responsible for the return or proper disposal of end of lease equipment.
• Follows up on resolution progress with other 2nd and 3rd level IT members in NA on issues that have been escalated.
• Meets with local site coordinator on a regular basis to help prioritize both incidents and requests so that the most critical issues are being worked on.
• Is knowledgeable of MAHLE General IT Controls, insures that published guidelines and work instructions are being followed, and works with local support staff to ensure needed evidence is being collected.
• Keeps in contact with key individuals at the locations to keep abreast of any support issues or IT needs.
• Verifies that all IT services at the location are running as designed.  Any issues that impact a service are reported to the applicable IT staff.
• Responds to the needs and questions of IT Customers concerning their access of resources on the network and the operation of various software programs.
• Remains abreast of changes in user and system software and hardware requirements.
• Ensures location backups are being done and applicable media is stored off site for disaster recovery needs.
• Monitoring, configuring, and maintaining existing networks and making upgrades where required (Belmont Only)
• Monitor network performance (availability, utilization, throughput, and latency) test for weaknesses. (Belmont Only)
• Travel may be required to help on special projects.

 

QUALIFICATIONS 

• Associate degree in related Information Technology or Computer Science field
  • Three years related experience and/or training.
• Working knowledge of DNS, LAN, DHCP, Active Directory (AD), Printer Management, SCCM, and other Microsoft Windows services.
• Windows Server Support experience.
• Off-line Windows updating.

 

 

   Do you have any questions?
     
   SETH.KELLY@MAHLE.COM