IT Site Support

Essential Duties and Responsibilities 

• Supports Incidents and Request directly from executive team. 

• Supports Incident and Request Management submitted through IT Service management system per service level objectives. 

• Supports procurement, installation, configuration and support end user devices like Laptops, Desktops, Workstations and Mobile Devices through staging or manual deployment of standard software or applications and Phone systems. 

• Supports Enterprise IT teams in additional troubleshooting and maintaining Server, Network (WAN & LAN), Monitoring UPS and Switches, Backup Environment and external vendors. 

• Responsible for the on-site Computer Room, Racks, Cabling and Data rooms maintenance. 

• Supports Enterprise IT teams in additional troubleshooting and maintaining Server, Network (WAN & LAN), Monitoring UPS and Switches, Backup Environment and external vendors. 

• Responsible for the on-site Computer Room, Racks, Cabling and Data rooms maintenance. 

• Supports Vendor Service Management activities and partners with VMO and follows escalation processes. 

• Reports issues through service desk tools and follows-up through enterprise team and / or vendors for critical and high issues tracking and escalating until closure. 

• Manages and maintains Asset Register through tools and conducts random physical audits. 

• Supports Refresh Program, proposes and seeks approvals. Follows Asset Retiring Process. 

• Supports planning and setting up new / expansion / renovation of IT Infrastructure. 

• Maintains and loads backup tapes per backup policy and direction from Global Data Preservation  

team and supports restoration of data per requests. 

• Reports time (efforts), tracks vendor resources time in time reporting tools. 

• Manages vendor resources at on-site and remote locations to meet service level objectives. 

• Covers all critical IT equipment through annual maintenance contract, reporting issues with service providers and escalating issues per vendor services level agreement. 

• Follows Change Management processes and Critical communication processes during outages and changes. 

• Actively participate in Local, Regional and Global team meetings, to understand business requirements, team progress and work on action plans per committed timelines. 

• Supports in providing IT Infrastructure cost for AOP Preparation and tracks spending monthly within the financial limits. 

• Participates in Monthly Service Level reviews, Continuous Improvement and exercises deep problem solving (8D) to avoid repeat issues. 

• Proactively supports all critical equipment and end user capacity management issues by archiving or upgrading the infrastructure. 

• Provides basic training to new IT Users on IT Process and IT Systems usage. 

• Supports Entitlement processes for end users access request. 

• Executes patching plan for site(s) equipment and executes the plan. 

• Participates and supports Audit activities based on Internal Audit requirements. 

• Other duties as assigned.