Infrastructure Site Support Specialist

Infrastructure Site Support Specialist

OVERVIEW & SCOPE OF ROLE:

Our client is on a mission to strengthen Digital Capabilities through creating an Evergreen IT estate as a cornerstone of company success in the coming century. This means fit-for-purpose, always up-to-date IT services on a green footprint that maximize our people’s capabilities to drive business value. To do so, the OneIT team is currently executing on a strategic roadmap to make significant step changes in IT performance and business value from IT. The Regional IT Operations team have responsibility for making sure all IT services delight our internal and external customers. Their aim is to maximise the value the business derives from IT services with minimal disruption while delivering as cost effectively as possible.

ESSENTIAL DUTIES & REPONSIBILITIES:

Build and maintain IT relationship with sites and support their IT experience

• Maintain and build relationships with end-users and other stakeholders on sites
• Run site meetings to understand site priorities, site IT satisfaction and communicate outcomes to relevant IT stakeholders (e.g. escalations, priorities, new requirements, etc.)
• Monitor overall site IT performance (ticket statistics and satisfaction)

Ensure resolution of incidents and requests, while always keeping users up-to-date

• Support users in using the IT Service Management tool and its Self Service capabilities to optimize their support
• Assist users in logging issues, requests and new requirements to enable resolution in the most effective way
• Where in scope, provide direct support to end-user incidents and service requests in line with operations processes
• Ensure Site IT facilities are functioning and used in the most effective way (e.g. beamers, conference rooms, etc.)
• Take ownership on user experience and ensure issues get resolved, always keeping users informed in the process
• Escalate recurring problems and make suggestions for continuous service improvements

Support users in their IT proficiency to maximize value from IT Services

• Train and coach end-users in the use of IT Services (eg. O365, Teams, Meeting room facilities, Sharepoint, etc.)
• Connect users to subject matter experts, key-users and training platforms where valuable

Provide infrastructure support for on-premise and Cloud environment

• Instrumental in maintaining our existing on-premise environment while actively contributing to various projects in the smooth migration of on-premise solutions to the global Cloud models, leveraging best practices and in line with business architectural standards.
• Responsible for initial triage of the maintenance and operational support of server infrastructure and related systems and assisting with the remediation of issues in line with defined architecture designs and ITIL best practices.
• Identify and resolve on-premise / cloud infrastructure issues, ensuring optimal performance and minimal downtime.
• Working with the Infrastructure Change Advisory Board to record and execute operational changes

Support programs, projects, asset management and local IT management

• Act as site IT point of contact for IT Programs and Projects
• Ensure up-to-date site IT asset register and manage site hardware lifecycle
• Optionally: Manage local IT Applications and / or Infrastructure and respective vendors
• Champion Safety, Security and Compliance in the workspace in everything you do

EXPERIENCE & BACKGROUND

Qualifications:

• German national (due to customer data requirements at Kempten) and minimum B2 level English
• A bachelor’s degree in Information Technology, Computer Science or a related field can be preferred but is not always required.
• Proven knowledge in configuring, maintaining and troubleshooting techniques across VMWare, HyperVisor, and Windows Server 2008 onwards.
• Proven knowledge of Hybrid domain configurations.
• Experience patching and maintaining Windows Servers in line with best practices.
• Relevant certifications, such as ITIL Foundation V4, or equivalent is beneficial.

Experience:
• 3-5 years of experience in IT desktop and infrastructure support or a related role.
• Hands-on experience with troubleshooting and resolving IT issues at the site level. Competencies:
• Proficiency in diagnosing and resolving desktop and server hardware, software, and network related issues.
• Strong customer service and communication skills for assisting end-users on-site.
• Knowledge of network basics, including LAN and connectivity troubleshooting.
• Awareness of security best practices to maintain data and system security.
• Documentation and record-keeping skills to maintain asset and issue logs.
• Effective collaboration with other IT teams and vendors when required.
• Time management and task prioritization to address multiple on-site support requests.
• Adaptability and a willingness to learn and apply new technologies and solutions.
• Compliance with IT policies and procedures for security and data integrity at the site level.
• Proactively assist and educate end-users to improve their IT proficiency, providing guidance and training to enhance their technology skills and understanding