Lead Infrastructure Specialist

Lead Infrastructure Specialist

Eaton's Corporate Sector division is currently seeking a Lead Infrastructure Specialist. The expected annual salary range for this role is $112000 - $164000 a year.

Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

What You'll Do

Job Summary The primary function of this position is to provide site support, support device lifecycle management, and ensure compliance with all of Eaton's policies and procedures with no supervision. Our customers include all of Eaton's users (local and remote). Day to day IT ownership for site(s), site health & site customer experience, ensuring fast and quality restoration of site IT service interruptions. Leads global improvement initiatives.

Job Responsibilities

Tools/Technology

• Workforce Productivity: Deployment, configuration, and support of hardware client operating systems, and productivity software for end users. Office 365: Deliver user and admin-level support for Office 365 applications and services.
• End User Computing & Mobility: Assist with mobile device setup and EUC tools, following standard procedures.
• Smart Hands in Server Rooms: Provide hands-on support in server rooms, ensuring safety protocols, monitoring environments, and installing/troubleshooting servers, Virtual Machines (VMs), and UPS systems.
• Physical Security: Support visitor management systems and maintain knowledge of access control and video surveillance technologies.
• PC Desktop Support: Design & implement desktop support standards; deliver onsite and remote support via BeyondTrust; manage virtual desktops, Zscaler, printers, peripherals, and PC lifecycle; resolve connectivity and security configuration issues.
• Network Infrastructure: Perform advanced troubleshooting across LAN/WAN, OT environments, and assist with network security operations.
• Mobile: Manage on-site cellular tech and support mobile communication devices (femto cells).
• Operational Technology: Supports OT systems by connecting industrial machines to the network. Troubleshoots connectivity to OT systems, ensuring uptime and compliance with safety standards. Assesses readiness of new/emerging OT technology for implementation (network connectivity, firewall, network segmentation, vlans)
• UC Technology: Deploy and troubleshoot VoIP/telephony, conference room tech, digital signage, call center connectivity, and POTS-in-a-Box solutions.
• Knowledge Management: Create and maintain technical documentation to support knowledge sharing.
• Prioritize the use of AI tools in standard work activities; identify opportunities to automate and streamline to gain efficiency.

Process

• Follow IT Service Management (ITSM): asset management, change management, incident management, request management, problem management, and project management processes to serve end users and maintain high levels of performance in achieving service level agreements.
• Responsible for annual refresh of IT disaster recovery plan, as well as walkthrough of plan with stakeholders if required.
• Provide input on IT process to support the manufacturing equipment.
• Lead the Inventory, Risk Assessment & Profit Planning Process. Influence budgeting, forecasting, and spending for IT infrastructure.
• Participate in internal audits related to IT processes, procedures, software, and systems.
• Cybersecurity: Follow security protocols, report suspicious activity, and apply foundational cybersecurity principles.
• Lean Daily Management (e.g. 5S - clean workplace initiative, RCA, Gemba). Maintain accurate ServiceNow documentation and manage ticket queues for timely resolution.
• IT Compliance/Risk Management: Support disaster recovery planning, adhere to ITAR/CTD compliance, and apply cybersecurity fundamentals. Comply with, and be an advocate of, company policies and procedures.
• Continuous Improvement: Apply EBS, Root Cause Analysis, and CI tools to enhance service delivery.
• Lead IT Infrastructure deployment of MES/I4.0 initiatives, and/or projects of medium to high complexity, impacting multiple functions, with possible enterprise-wide global impact.
• Ability to draw conclusion from complex data sets to improve a metric or effort. Can present solutions and drive the improvement from data analysis.

People

• Lead a small technical team with minimal supervision.
• Coaching & Mentoring: Mentor new hires and support onboarding experience.
• Vendor Coordination and Management: Facilitate telecommunications providers on site.
• Customer Focus: Resolve user issues independently, manage expectations, and ensure high satisfaction through timely follow-up.
• Ownership of local IT Infrastructure issues.
• Relationship Management: Build trusted partnerships with plant leadership and act as a liaison between IT and business stakeholders.
• Communication: Communicate effectively across languages and audiences globally, translating technical content for non-technical users.
• Bridging BRM and Infrastructure functions. Be the Voice of Customer (VOC)
• Learning Agility: Actively engage in ongoing training and development.
• Perform additional duties upon leadership direction.
• On Call as needed, Travel up to 25%
• Opportunity to specialize in 1 or more areas not less than 15% of role:
• Network Infrastructure: Troubleshooting across LAN/WAN (including SD-WAN), network security, and OT environments. Assist with support for Network Security Operations technologies that enable secure site connectivity globally including site firewalls, and network segmentation.
• Operational Technology (OT): Integrate OT with IT infrastructure, partner with Manufacturing Engineers, and lead innovation and risk assessments in industrial automation.

Qualifications

Basic Qualifications:

• Bachelor's degree plus 3 years IT experience, or Associates degree plus 5 years IT experience, or high school diploma plus 7 years IT experience required.
• This position requires use of information or access to hardware which may be subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
• No relocation benefit is offered for this position. Only candidates within a 50-mile radius of Santa Ana, CA will be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation.
• Legally authorized to work in the U.S. without company sponsorship now or in the future.

Preferred Qualifications:

• Bachelor's degree in IT from an accredited institution
• Minimum 7 years of relevant IT service delivery experience.

Skills

Technical knowledge

• Advanced knowledge of MS Windows Operating Systems
• Advanced knowledge of MS Office Suites - PowerPoint, Excel, SharePoint, Outlook
• Advanced knowledge of Hardware - online PCs, PC peripherals, PC non-networked, OT Systems (I4.0), hand scanners, printers, switches, wireless access points, virtual machines, UPS, R&D Labs, and mobile phones.
• Advanced knowledge of other IT infrastructure - network, servers, storage, phone systems
• Miscellaneous equipment used in manufacturing locations such as bar code scanners, specialized printers, industrial PCs, RF Scanners, etc.
• Ability to adapt and learn; to support complex IT environments that may contain various operating systems, desktop, network, phone, and mobile technology
• IT Service Management (ITIL) - Asset Management, Incident Management, Request Fulfilment, Problem Management, and Change Management
• Ability to lead IT initiatives across the organization

Soft skills

• Excellent customer service and communication skills
• Ability to relate well to people at all levels of the organization
• Mentoring of Analysts required
• Instructional guidance for Customers
• Communications: Communicate clearly across languages and audiences, translating technical content for non-technical users.
• Communication-SelfMotivation-Leadership-Responsibility-Teamwork-Problem Solving-Technical Agility -Ability to Work Under Pressure-Time Management-Flexibility-Agile Mindset-Conflict Resolution-Negotiation
• Core Competencies: Demonstrate sound judgment, attention to detail, empathy, accountability, and effective conflict