Job Description:
Position Description – Purpose
The IT Site-Admin will provide technical support on sites and remote end users , using remote support tools like (Phone, email, Teams, TeamViewer) to end user community residing in the local site and other ESAB sites in his Region, the IT Administrator will troubleshoot, diagnose and correct technical faults, using technical skills, and guide the user through the necessary steps to restore functionality.
The IT Administrator will assume responsibility of all the IT Infrastructure & Applications used in his local site acting as a point of contact for end users providing assistance and guidance to reach to the required IT resources to facilitate the resolution of Incidents and Service Request outside of his technical Capacity / Skills / or level of access.
Accountabilities
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Respond to telephone calls, tickets, and email for technical support. Document steps taken, track and monitor support requests to ensure a timely resolution.
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Prioritize tickets & document issues / resolutions thoroughly in ticketing system.
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Escalating Tickets – It is important that tickets are escalated promptly and correctly so the impact on the end user is kept to a minimum.
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Develop standards and procedures for applications and/or technology owned.
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Adhere to ESAB IT standards and procedures.
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The IT Site-Admin will have knowledge of common-used concepts, practices, and procedures typical within the information systems industry. The technician will accomplish goals by relying on pre-established guidelines, documentation, experience, and judgment to perform the functions of the job.
Scope of duties and responsibilities
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Troubleshoot, analyze, and resolve issues with Windows Clients, MS Outlook, MS Teams, printing, Active Directory and other computer related technologies.
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Advise the end user community around hardware and software selection.
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Support the local servers /backup/ Network Lan /WAN /Wi-Fi systems.
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System ownership of applications and/or technology
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Lead technical and implementation projects within owned systems. Participate in ESAB Global IT Projects
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Hardware deliveries, moves, client installations as well as advanced software installations and upgrades
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Maintenance of licenses, warranties, inventories, repairs and system documentation
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Collaborate with team members and other departments to share information and to solve problems.
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Work with the ESAB IT community to proactively identify problems & facilitate resolutions.
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Assume ticket responsibility and will update information in ticketing system.
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Provide end user training as needed
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Participate in any relevant applications training to be able to better support the business functions and assist in reporting and resolving issues that arise.
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Facilitate access to IT Assets acting as local hands and Eyes for remote L3 IT support teams when needed in order to facilitate resolution of incidents.
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Maintain the highest level of professional secrecy regarding all aspects of the company's operation, technology, equipment, economic and financial indicators, planning, and human resources.
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Conduct periodic audits of hardware and software resources to ensure optimal performance and compliance.
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Regularly review and audit employees' access rights to individual network resources, with a particular focus on banking, HR, payroll, and financial systems.
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Maintain strict confidentiality regarding stored and processed computer data, protecting sensitive information.
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Travel to other ESAB locations to Perform Project or Support Activities if Required.
Skills, Experience and Qualifications
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Fluent in both Local language and English
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ITIL practices experience is preferable.
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Considerable familiarity with MS Windows 7/8/10, MS Windows Server, MS Office 365 applications and suites, Active Directory background being to unlock users, make changes to profiles, and information update.
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Basic network understanding with switching and wireless / Ability to assist in troubleshooting technical and complex computer/network related issues.
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Enjoy assisting people in need of technical assistance in a tactful manner.
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Self-starting, self-motivating, self-learning work approach
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Experience in giving support to end-users.
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Ability to multitask.
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Ability to impart knowledge at various levels.
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Team-working skills
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Aptitude for quick learning of technical and procedural
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VPN support background
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Network printing understanding and able to troubleshoot.
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Installation of new PCs, peripheral hardware and system upgrades.
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Manage system images and distribute upgraded system images to remote facilities.
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Undertakes special projects, as assigned.
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Perform other duties, as required, in support of the departments' goals.
Working Conditions:
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Occasional non-standard work hours or overtime as business requires.
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On-call availability required as necessary for all production or systems incidents / project work.
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Travel to other ESAB locations to Perform Project or Support Activities if Required.
KNOWLEDGE AND SKILL REQUIREMENTS
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Bachelor’s degree in computer science Informatic with 2-4 years’ experience in desktop/systems support.
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Experience in Service Desk Support, Infrastructure/ Application support, 1-3 years preferred.
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Window 10, Apple, Microsoft office 2016/365
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Must be technically abreast of both existing and emerging technologies in the desktop hardware and software arena.
COMPETENCIES
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Strong Customer Service Skills are required.
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Strong organizational skills.
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Strong written and oral communications skills are required.
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Strong interpersonal and influence skills required.
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Analysis and Problem Solving
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee will frequently be required to sit, and to use hands to finger, handle or feel. The employee is regularly required to talk or hear. The position is required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl, on occasion. The employee is required to lift up to 10 pounds on regularly, and up to 50 pounds on occasion. This position requires close vision and the ability to adjust focus.
