This role includes installing and maintaining network hardware, software, and communication links whilst ensuring minimal network downtime occurs. Diagnosis, resolving, and documenting hardware and software problems in a timely and accurate fashion, providing end users with appropriate assistance.
Responsible for managing all procedures related to the identification, prioritization, and resolution of end-user requests, including the monitoring, tracking, and coordination of Support functions.
Candidate will be responsible to act as IT local representative for change management requests
- Network
- Infrastructure
- security
- applications
- Asset management
KEY TASKS AND RESPONSIBILITIES
- Bear the global vision of support activities and ensure crosswise their strategic coherence with group global strategy, business orientations, organization, and IT
- Ensure that all support demands (Incidents, Service Requests, complaints) are taken care of respecting quality and delivery delay expectations
- Guarantee service delivery compliance with support processes and standards in place
- Not only solve issues but work with a robust continuous improvement mindset.
- Develop a strong understanding of projects impacting the service area and ensuring service impact is minimized
- Act as a problem solver: technical (infrastructure, network), functional (application), organizational (user training, internal organization issue)
- Have an escalation role within the operations and IT organization
- Define, follow up customer satisfaction indicators and present results to IT organization
- Define and follow up support performance indicators to implement continuous improvement approach
Education and Experience requirements
- Bachelor’s or Master’s Degree in Computer Science, Information Systems, or Engineering
- 5 years of practical experience in IT Service Support and Service Delivery in large heterogeneous enterprise level IT organization
- Solid understanding of business processes and business dependencies on supported technologies
Desirable
- Experience of working within a culturally diverse global company
- Conversant in French or another European language would be advantageous
- ITIL certified
Job Type: Part-time
Pay: $18.00 - $23.00 per hour
Education:
Experience:
- IT Support in large enterprise level organization: 2 years (Required)
- ServiceNow: 2 years (Preferred)
Language:
- French or another European language (Preferred)
Ability to Commute:
- Searsport, ME 04974 (Required)
Work Location: In person
