Job Description
About the Unit
The IT Site Support position is responsible for troubleshooting and proactively managing the infrastructure support issues for over 10 locations in the U.S. and Eastern Canada. This role will function as on-site help desk and on-site/remote support for over 300 local and remote users, maintain the Tampa Office Server room, and assist LATAM with SOPs. The overall responsibilities and accountabilities include:
- Proactively manage the infrastructure and support issues for over 10 locations in the U.S. and Eastern Canada.
- Travel to remote sites may be necessary on short notice.
- Support End Users.
- Maintenance and operations of local IT equipment in US locations.
- Be the IT Subject Matter Expert (SME) regarding all site IT matters.
- Participate and contribute to central and local IT projects as the site IT SME.
- Build, maintain and improve IT knowledge among end-users.
- Contribute to building and maintaining the IT knowledge database.
- Act as IT local representative for central IT Services and deliveries according to IT policies, standards, solutions, and governance.
- Execute ITOS and ITBS tasks on site, based on Operational Level Agreements (OLAs) with IT vendors, or approved business needs.
- Reports to Lead IT Site Support
Responsibilities
IT On Site Support:
- Monitor relevant queue or queues in the IT Service Management tool (Service Now).
- Take on assigned tasks from queue and fulfill tasks according to Service Level and Operation Level Agreements.
- Ensure good discipline in updates and closure of tasks / tickets in IT Service Management tool.
- Liaison for information related to local environment and culture - Onsite contact person and guide for break & fix technicians from assigned 3rd party; Ensure access to relevant data rooms with supported equipment; Provide skilled company-specific knowledge on local conditions and operations; Local presence of IT professionals for Incident, Problem, and Request processing (hands and eyes) according to instructions provided in ticket.
- Handle defined tasks for the management of local IT assets - Pick up parts from stock to handle immediate needs related to On-site support (e.g., change broken keyboard or replace damaged cable); Perform stock management (track levels, stock in, stock out) according to process; Perform purchase and delivery when required according to process.
- IMACD tasks: IMACD includes physical install, move, add, change, and disposal of relevant IT equipment and software for workstations, notebooks, mobile devices, LAN equipment, printers, telephony, servers, and other relevant equipment when remote execution cannot be performed. The following tasks are in the scope (handled according to procedures provided): Installation and verification of new equipment; this may include site preparation, software load, configuration parameters, and user familiarization on products and services; Move of existing equipment to new locations; Adding new accessories; Change of existing configurations due to events such as new users, data transfer, or migration to new operating systems; De-installation, with or without disposal of existing products and systems.
- Update Asset Management and/or IT Service Management tool according to process to reflect the action taken (e.g., change status or location).
- The ITSS will act as the face-to-face contact for the end user when there is an issue that the Service Desk is unable to resolve over the phone or through email communication.
- Troubleshooting hardware, networking, and software related queries for computers with a standard image.
- End User training on Internal IT workplace solutions according to training material provided.
IT Business Support:
- Local IT support of equipment not covered by central IT: Provide all tasks described in IT On Site Support role description (as mentioned above) for approved local equipment, software, applications and systems not being delivered or supported by Central IT.
- Facility support - Collaboration with local Facility Management to ensure facility equipment such as, but not limited to; server rooms HVAC and UPS, A/V systems, access control systems and security video control; telephony and other communication solutions is in good shape.
- Contribute to projects - Participate according to instructions in assigned projects.
- Knowledge sharing - Document and share knowledge, experiences, local and central work instructions, relevant site information, good practice examples and other relevant material
- Support other ITSS and act a ITSS at other sites when required.
Desired Skills and Experience The IT Site Support position is responsible for troubleshooting and proactively managing the infrastructure support issues for over 10 locations in the U.S. and Eastern Canada. This role will function as on-site help desk and on-site/remote support for over 300 local and remote users, maintain the Tampa Office Server room, and assist LATAM with SOPs. The overall responsibilities and accountabilities include:
Proactively manage the infrastructure and support issues for over 10 locations in the U.S. and Eastern Canada.
Travel to remote sites may be necessary on short notice.
Support End Users.
Maintenance and operations of local IT equipment in US locations.
Be the IT Subject Matter Expert (SME) regarding all site IT matters.
Participate and contribute to central and local IT projects as the site IT SME.
Build, maintain and improve IT knowledge among end-users.
Contribute to building and maintaining the IT knowledge database.
Act as IT local representative for central IT Services and deliveries according to IT policies, standards, solutions, and governance.
Execute ITOS and ITBS tasks on site, based on Operational Level Agreements (OLAs) with IT vendors, or approved business needs.
Reports to Lead IT Site Support
Responsibilities
IT On Site Support:
Monitor relevant queue or queues in the IT Service Management tool (Service Now).
Take on assigned tasks from queue and fulfill tasks according to Service Level and Operation Level Agreements.
Ensure good discipline in updates and closure of tasks / tickets in IT Service Management tool.
Liaison for information related to local environment and culture - Onsite contact person and guide for break & fix technicians from assigned 3rd party; Ensure access to relevant data rooms with supported equipment; Provide skilled company-specific knowledge on local conditions and operations; Local presence of IT professionals for Incident, Problem, and Request processing (hands and eyes) according to instructions provided in ticket.
Handle defined tasks for the management of local IT assets - Pick up parts from stock to handle immediate needs related to On-site support (e.g., change broken keyboard or replace damaged cable); Perform stock management (track levels, stock in, stock out) according to process; Perform purchase and delivery when required according to process.
IMACD tasks: IMACD includes physical install, move, add, change, and disposal of relevant IT equipment and software for workstations, notebooks, mobile devices, LAN equipment, printers, telephony, servers, and other relevant equipment when remote execution cannot be performed. The following tasks are in the scope (handled according to procedures provided): Installation and verification of new equipment; this may include site preparation, software load, configuration parameters, and user familiarization on products and services; Move of existing equipment to new locations; Adding new accessories; Change of existing configurations due to events such as new users, data transfer, or migration to new operating systems; De-installation, with or without disposal of existing products and systems.
Update Asset Management and/or IT Service Management tool according to process to reflect the action taken (e.g., change status or location).
The ITSS will act as the face-to-face contact for the end user when there is an issue that the Service Desk is unable to resolve over the phone or through email communication.
Troubleshooting hardware, networking, and software related queries for computers with a standard image.
End User training on Internal IT workplace solutions according to training material provided.
IT Business Support:
Local IT support of equipment not covered by central IT: Provide all tasks described in IT On Site Support role description (as mentioned above) for approved local equipment, software, applications and systems not being delivered or supported by Central IT.
Facility support - Collaboration
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county , to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
Job Tags
Local area, Immediate start, Remote job,