IT Support

Description

Job Summary:

Provide site wide technology support for implemented infrastructure and systems for the Autonomous and Automation division’s local and/or remote sites. Works closely with global IT services organization to ensure site IT support and services are delivered to agreed KPIs. Ensure all site-specific technology tasks for enterprise projects and site-specific projects are carried out to plan and scope.

What You Will Do:

Individuals assigned administration and/or maintenance of existing personal computer, server, Local Area or Wide Area Network, WEB, and/or distributed computing systems and infrastructure.

• Competent to perform all configuration, integration and system administration assignments without close supervision

• Provides project management, systems, and/or system administration leadership, guidance, and assistance to other team members

• Works on more complex technical problem identification and resolution, including responding to off-shift and weekend support calls

• Works independently on complex projects that span multiple infrastructure components

• Develops major infrastructure architectures released based on requirements gathered from system customers

• Performs integrated testing and acceptance of infrastructure components to ensure timely, quality results.

• Designs and implements processes, or process improvements, to aid in development and support

• Maintains documentation of site’s technology environment to ensure consistency and predictability or services

• Assists customers with documentation, training and usability efforts

Skill Descriptors

Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Level Working Knowledge: Extensive Experience

• Provides effective technical solutions to routine functional challenges via sound technical competence, effectively examining implications of events and issues.

• Effectively performs the technical job aspects, continuously building knowledge and keeping up-to-date on technical and procedural job components.

• Applies technical operating and project standards based on achieving excellence in delivered products, technologies and services.

• Applies current procedures and technologies to help resolve technical issues in one's general area of technical competence.

• Helps others solve technical or procedural problems or issues.

Technology Advising: Knowledge of effective advisory methods and ability to provide valued information and advice to clients regarding products, technologies, services and solutions for a specific technology domain.

Level Working Knowledge: Extensive Experience

• Assesses the current technology environment, expressed needs and initiatives of client organizations.

• Uses an effective consulting method to present technology solutions that resolve stated client business issues.

• Advises clients regarding a family of specific products, technologies or services in a technology domain.

• Demonstrates basic competence and sound business knowledge regarding specific products, technologies or services within a domain of technology expertise.

• Achieves consulting relationship rating of 'professional' by delivering timely, meaningful advice meeting client needs in a narrow set of specific technologies.

Hardware Infrastructure: Knowledge of computer architecture and systems programming; ability to design, build and integrate IT hardware into multi-platforms for the organization.

Level Working Knowledge: Extensive Experience

• Assists in integrating IT hardware with the organization's existing systems.

• Participates in the implementation of IT hardware within the organization.

• Tracks operational problems related to IT hardware and reports them directly to the supervisor.

• Assists in designing the main features of IT hardware according to business needs.

• Compares IT hardware across one's own organization and its competitors.

Requirements Analysis: Knowledge of tools, methods, and techniques of requirement analysis; ability to elicit, analyze and record required business functionality and non-functionality requirements to ensure the success of a system or software development project.

Level Working Knowledge: Extensive Experience

• Follows policies, practices and standards for determining functional and informational requirements.

• Confirms deliverables associated with requirements analysis.

• Communicates with customers and users to elicit and gather client requirements.

• Participates in the preparation of detailed documentation and requirements.

• Utilizes specific organizational methods, tools and techniques for requirements analysis.

Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues o