REQUIRED

• 5 years of IT Support Tier 1 & Tier 2 troubleshooting experience, ideally through ServiceNow ticketing system.
• Previous experience acting in a Team Lead capacity.
• Previous experience with C-suite communication.
• Strong experience troubleshooting basic PC troubleshooting (needs to know about IP addresses) and Microsoft Office Suite ( Office 365 , SharePoint , etc.)
• Experience supporting an ERP ( MS Dynamics preferred, SAP secondary, but all can be considered)
• Needs to understand order management, customer management, etc. which are aspects of the ERP.
• Basic troubleshooting with Tier 1 & Tier 2 network support including TCP/IP, VLAN , etc.
• Experience with virtual desktop application support like Citrix or VMware or similar.
• Strong Active Directory experience – creating accounts, reset passwords, etc.
• EXCELLENT COMMUNICATION SKILLS, GOOD PERSONALITY, POLISHED, PRESENTABLE – KEY!!!

JOB FUNCTIONS: Job functions include, but are not limited to the following:

• Ability to act in a Team Lead capacity.
• Ability to manage immediate and project tasks in a busy environment and work closely with team members on workloads.
• Monitoring, assessment, and support of all facets of IT services and end-user computing such as file, print, and application services including storage, and backup, network services including voice, video, data, and mobile computing.
• Work with cross platform technical teams, identify gaps, execute remediation plans, streamline processes, and coordinate all technical level and service delivery support activities. Providing technical support in the diagnostic and restoration of IT services.
• Collaborate with engineering and service management teams to ensure proper deployment and monitoring of IT security policies.
• Collaborate and lead engineering efforts that directly impact end user computing performance, including end point imaging, encryption, mobile data management, local data management, etc.
• Change Management and Service Management procedures.
• Identify areas of improvement to improve service performance, stability, and costs.
• Collaborate with engineering and service management teams to ensure operational acceptance of all new services and technology following ITIL methodologies.
• Lead in continuous improvement of the design and ongoing development of IT services and their associated technology and support processes across the user community.
• Provide responsive action to any high criticality operational incidents occurring during agreed levels of service, e.g., 24x7 and follow-up critical incident management support.

BACKGROUND / EDUCATION/ EXPERIENCE:

• Bachelor’s degree in information technology or related field, with three years related experience or equivalent experience.
• Previous experience acting in a Team Lead capacity
• 5 years’ experience in a 24/7 high-availability environment that includes including application hosting, voice and data networks, security management, and information protection a plus.
• Successful track record of collaboration with teams that deliver on operational priorities.
• Experience providing on-site and remote technical support for IT infrastructure and end user services.
• Understanding of ITIL and governance policies and associated processes.
• Strong written and verbal communication skills across a broad range of personnel across all business functions. Experience in a manufacturing environment desirable.
• Ability to work in a virtual global team environment across all time zones.