IS Site Support/IT Specialist

'Own Your Career' supports Tenneco’s People Model, ensuring that we both “Select the Best” and “Build & Develop” internal talent.

It is our commitment to develop and promote great talent within the Tenneco team.

SUMMARY:  Provides IT Infrastructure support on-site and remotely (solving second level Incident, problem and request management), maintenance (change, asset management and patching) and support project delivery, partnering with Global IT team and external service providers, utilizing tools and following IT Standards and Procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• 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 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.
• Coordinates utilization and installation of commercial or purchased software and hardware including training and instruction.
• Analyzes and develops approaches to ensure that the systems in place are meeting organizational goals as well as standards and procedures.
• Responsible for the applications that relates to the overall operating system including telecommunication network and software package.
• Maintains MIS documentation for internal use and audit purposes.
• Executes patching plan for site(s) equipment and executes the plan.
• Participates and supports Audit activities based on Internal Audit requirements.
• Plans and prepares technical reports, memoranda, and instructional manuals as documentation of program development.
• Responsible for the Quality and Environmental, Health and Safety Management Systems. Ensuring that they are being implemented and managed effectively and that performance improvements are taking place within their departments.
• Comply with legal and other requirements to avoid injury and/or ill health to themselves and others.
• Other duties as assigned.
• Attendance is required.

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE:

• Associate degree (A. A.) from two-year college or technical school (Bachelors Degree in computer Science preferred);
• Minimum 2 years of experience working in an IT operations / service organization within a complex IT Infrastructure environment providing support on-site and remotely (automotive and / or manufacturing industries is a plus)
• Certificate (Mandatory 1 or more): ITIL, Microsoft Certified Desktop Service Technician (MCDST

LANGUAGE SKILLS:

Ability to read and write English.  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization. Ability to translate situational problems into technical language.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Use limited information to isolate problems and determine primary and alternate methods of resolution.

TECHNICAL APTITUDE:

• Excellent knowledge on Installation, Configuration, Patching and troubleshooting of Windows versions for PC’s, Microsoft Tools and other Client-side Software installations,
• Good Dell Hardware (Desktop, Laptop, Printers), handheld scanners, barcode printers and plotters.
• Basic Knowledge on troubleshooting of Windows Server and Cisco Switches, Access Points and routers, APC UPS, LAN and WAN, Biometrics devices.
• Optional Skills around Active Directory administration, Symantec end Point encryption, Mobile device support
• Ability to use MS Project, Visio, Excel, Word and PowerPoint are required

OTHER SKILLS and ABILITIES:

• Must be able to work independently in a matrix organization
• Motivated and a self-starter.  Must have demonstrated follow-through skills. Must be able to maintain all information in the Human Resources office on a confidential basis.
• Conceptual thinker, Goal oriented and driven to meet project deliverables and deadlines.
• Excellent Service desk process knowledge and good understanding of service level objectives.
• Ability to learn quickly and willingness to adapt changes.
• Customer-focused, active listening, and empathy.
• Excellent relationship building and networking skills and ability to translate technical concepts into non-technical terms.
• Organized and able to function successfully in a team environment.
• Excellent technical, organizational, troubleshooting, problem-solving, budgeting and time management skills.
• Conduct knowledge sharing sessions with peers at regular interval on related topics.
• Ability to gather relevant information systematically, consider a broad range of issues or factors, grasp complexities and perceive relationships among problems or issues; use accurate logic in analyses.
• Very good Knowledge of 5S.

PHYSICAL DEMANDS & WORK ENVIRONMENT: The physical demands  and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

• The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.

• Often required to sit and use their hands and fingers, to handle or feel.
• Occasionally required to stand, walk, reach with arms and hands, climb or balance and to stoop kneel, crouch or crawl.

• Vision abilities required include close vision, peripheral vision, and the ability to adjust focus.

• Occasionally exposed to moving mechanical parts and vehicles.
• The noise level in the work environment is usually quiet to moderate.

You are encouraged to 'Own Your Career' to maximize your development and reach your full potential!