IT Support

Job Title

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.

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

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 on hardware, software, application or operation.

Level Working Knowledge: Extensive Experience

- Discovers, analyzes, and resolves hardware, software or application problems.

- Works with vendor-specific diagnostic guides, tools and utilities.

- Handles calls related to product features, applications, and compatibility standards.

- Analyzes code, logs, and current systems as part of advanced troubleshooting.

- Records and reports specific technical problems, solving processes and tools that have been used.

Consideration for Top Candidates:

- Experience with Advanced Service Desk IT Support

- Demonstrate excellent planning, organizational, communication, and problem-solving skills

- Demonstrate a high level of multitasking skills

- Good understanding of various software tools, cloud, web technologies, and SDLC

- Understanding and knowledge of troubleshooting Networks

- Understanding and knowledge of troubleshooting compute and storage

- Knowledgeable in

o Linux (Ubuntu and RHEL )

o Windows Desktop and Server OS

o Containers – Kubernetes or Docker

o Azure Cloud Services

o Amazon Web Services

o Intel based hardware (workstations, laptops, servers)

o WIFI networking access points

- Knowledgeable of common deployment processes and tools;

o ServiceNow

o Wireshark

o Command line

o SSH, FTP, SCTP, Putty, etc.

o XRDP

o Remmina

- Three to six years in infrastructure system administration, or equivalent support work

- Good understanding of information security

- Experienced with patch and vulnerability management

- Should have a good knowledge of ITIL / ITSM policies and procedures

Skills

Windows, System administrator, Infrastructure, it operation, Site IT Support, Service Desk, ITL, ITSM, Technology Support, IT Documentation, Linux, AWS, Docker, Cloud Services, LAN, WAN, WiFi, Wireless Access points, Network, ServiceNow

Top Skills Details

Windows,System administrator,Infrastructure,it operation,Site IT Support,Service Desk, ITL, ITSM,Technology Support,IT Documentation,Linux, AWS,Docker,Cloud Services, LAN, WAN,WiFi,Wireless Access points,Network,ServiceNow

Additional Skills & Qualifications

3-6 years of infrastructure systems administration or equivalent IT support experience

Advanced Service Desk / IT Support experience

Windows Desktop and Server administration

Linux administration (Ubuntu and RHEL )

Network troubleshooting and support ( LAN, WAN, WiFi)

Compute and storage troubleshooting

Azure Cloud Services and AWS experience

Kubernetes and Docker experience

ServiceNow experience

Wireshark and other diagnostic tools

Patch and vulnerability management experience

Understanding of information security principles

Knowledge of ITIL / ITSM processes and procedures

Strong planning, organizational, communication, and problem-solving skills

Ability to multitask and work independently with minimal