Vacancy expired!
As an IT Solutions Engineer you will work in the global IT Infrastructure and Support Team focusing on group wide IT solutions and user support. Within a global team you research new client solutions and design the architecture in collaboration with IT Systems Engineers. You conduct lab test, deploy pilot implementations and provide third level support for regional IT Support staff. You significantly contribute to meet IT support targets incl. efficient and effective incident and request handling.You are part of the “severe incident response team” which is activated in case of situations affecting large parts of the organization.You provide third level IT support and escalate to other Teams (e.g. IT Security, Enterprise Application Solutions).Strategy and Planning·         In consultation with Support Engineers, analyze business needs to help design appropriate technology solutions·         In consultation with Support Analysts evaluate documented solutions and analyze opportunities to prevent recurring issues·         Alert Support Management of emerging trends in incidentsSupport Solutions·         Research, selection and implementation of client targeted systems·         Own client targeted solutions·         Ensure a secure and robust client OS deployment process·         Prepare pre-packaged software, allowing for rapid and secure deployment by regional IT Support·         Continuously improve support offerings·         Work with the Service Catalogue owner on new and revised offers·         Provide best-practices for local Support staff on installation, troubleshooting and fixing of IT equipmentUser Support·         Act as an escalation point for difficult requests, providing L2 and L3 Helpdesk support·         Assure smooth and secure IT on-boarding and off-boarding processes for usersIT Service Management·         Handle IT requests and incident reports, prioritize and delegate common problems·         Guide and train regional support staff·         Provide and own IT support procedures/documentation·         Improve support offerings by eliminating common problems·         Analyze issues and detect underlying problems·         Work on problem resolution including the involvement of external partners·         Review global tickets and collaborate with the regional IT organization to resolve them in a timely mannerAsset Management·         Assure efficient and effective assets management·         Provide expert support to manage IT equipment
Vacancy expired!