Engineer - Field IT Support

Primary Responsibilities

• Role will be a customer facing Application & Systems troubleshooting with Server, Storage and Backup management tickets Field IT Team. Role will involve supporting the IT Deskside department in achieving its objectives against agreed SLAs.
• Additionally, the person might act as primary/secondary contact for IT Systems on site, LAN, WAN, Voice, Printing services, etc.
• “Act as the key person” in the IT Deskside team in case of Business Continuity Plan activation and Disaster Recovery of the supported SSC."
• Work with Ham Pro Teams to support End user computing requirements
• Further responsibilities:
• Work within Johnson Controls guidelines to ensure compliance to corporate IT standards
• Acts as an advisor for the functional or business group that the system supports
• Ensuring all support cases are dealt with, within agreed service levels, and to the customer's satisfaction ensuring all work carried out is satisfactorily documented within the relevant ticket logging system
• Provides service requests and level 2 incidents/problems management with responsibility for resolution and root cause analysis of the most complex hardware and software issues within Operating Level Agreements
• Assisting during tasks provided by external service providers
• Monitor’s system resource utilization and supports capacity planning by capturing data, analyzing trends and making upgrade recommendations
• Provides effective technical documentation to clearly communicate procedures and developments to other IT personnel
• Implementation of site IT projects

• Coordinating education and training for IT related activities at the site

Secondary Responsibilities

• IT asset and Inventory Management.
• Providing Daily, Weekly and Monthly Asset and Inventory Report with Management.
• Physical Asset Verification with Data Available in CMDB and other Report.
• Tracking and follow up with Users and HR for asset return.
• Returning of Asset to Suppliers and Dispose when required.
• Monthly Asset reconciliation.
• Supporting other LOB and Site in their asset Management.

• Required Skills:
• Ability to recognize and respond to customer expectations with a sense of urgency
• Excellent support awareness of Desktop, Laptop and Peripheral devices
• Excellent analytical, interpersonal and communication skills with strong problem-solving abilities
• Ability to handle cross-functional tasks in parallel
• Ability to work independently in dynamic, fast-paced environment
• Demonstrated ability to work in a team environment, work collaboratively with IT team members, and communicate effectively with all levels of management
• Proven sensitivity to cultural diversity in the business environment
• Proven ability to assist in installation, configuration, and setup of different Applications
• Self-motivated with good organizational skills
• Proven ability to quickly build up working knowledge in previously unknown technologies
• Basic project management skills with the ability to plan and monitor projects involving customers, other IT departments
• Good understanding of office products, such as Microsoft Office
• Good understanding of Network standards – WAN, LAN, TCP/IP
• Good understanding of Smart-Device technology - iOS, Android, Windows Mobile etc.
• General IT awareness of Back Office solutions (Server, SAN, Data Protection, Cloud)
• ITIL certification is plus