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IT Support Specialist

hace 2 meses

Ciudad Apodaca, Nuevo León, México Johnson Controls A tiempo completo

Johnson Controls is a global leader in technology and industry, serving customers in over 150 countries. Our 130,000 employees create intelligent buildings, efficient energy solutions, and integrated infrastructure that work together to deliver on the promise of smart cities and communities. Our commitment to sustainability dates back to 1885, with the invention of the first electric room thermostat. We are committed to helping our customers win and creating greater value for all our stakeholders through strategic focus on our buildings and energy growth platforms.

Job Scope & Purpose

This position performs IT Field Operations Support functions, including installation, change, repair, and disposal of hardware and software. The role executes IT-FOS functions, including installs, changes, and disposal of servers and voice and data network communication hardware and software, as directed by another IT group. The position is responsible for on-site support at one location with a networked computing environment.

Essential Job Responsibilities

  • Recover data from PCs in the event of hard drive failures.
  • Order and manage repair parts as required.
  • Coordinate vendor/user interactions for IT-FOS functions delivered by vendors.
  • Apply base network/telephone server patches and maintenance as directed. Troubleshoot, provide resolutions, and identify local business impact on unresolved IT-FOS incidents concerning PC hardware and standard PC software.
  • Provide small project planning activities for PC and server infrastructure on-site relocations and new site openings within assigned areas.
  • Develop an understanding of and form relationships with local business and IT staff within an assigned area to promote the IT-FOS function and better serve the customer.
  • Carry out IT-FOS functions at assigned areas, including installs, changes, disposal, and break-fix of PC hardware, software, and related peripherals, data collection and shop floor infrastructure, telephony devices and systems, printers, fax machines, network devices, and other equipment.
  • Provide print management and distribution support at assigned areas as needed.
  • Provide server console operations support at assigned areas as needed.
  • Perform operational assignments, including console, server, and peripheral equipment, as required to meet processing schedules.
  • Monitor consoles, servers, and peripheral equipment as required. Execute server backup processes at assigned areas.
  • Promote and monitor PC data backup executions at assigned areas.
  • Support the adding, changing, deleting, and testing of PC imaged applications within the model office.
  • Assist with any necessary wiring for network and phone services at assigned areas.
  • Respond to emergency infrastructure outages as requested by business and IT site leadership and ensure all reporting obligations to local management and Global Infrastructure are fulfilled.
  • Communicate proactively with on-site customers concerning their help desk requests.
  • Communicate work completed and/or escalation to next level on unresolved issues through the help desk ticketing system and/or through voice, email, and text message services available.
  • Follow IT escalation procedures for any planned and unplanned outages at a site.
  • Demonstrate a customer service attitude and work ethic.
  • Provide feedback to supervisor, model office, help desk, network group, and server group on issues pertaining to PC, Server, and/or Network installation and operations and on issues related to documentation and procedures.
  • The following activities are considered ongoing training activities for this level candidate: a) Provide large project planning activities on-site relocations and new site openings within assigned areas. b) Analyze server capacity statistics and make recommendations on upgrades, fixes, and/or replacements, including cost/benefit analysis. c) Document IT-FOS procedures and make recommendations for changes and/or corrections to documented procedures from other IT groups.
  • Assist supervisor in on-site training of IT-FOS technicians.

Position Requirements

This position requires a minimum of one of the following:

  • Associate's degree in IT plus two (2) years of IT experience, Professional certification plus three (3) years of IT experience, or Five (5) years of IT experience.
  • Proficiency in working on and around different types of computers and electronic equipment is required.
  • Some expertise in working on software components required to run said equipment is required.
  • Computer keyboarding skills and proficiency in Microsoft Suite Applications (Word, Excel, Access, & PowerPoint), Internet Explorer, and E-mail is required.
  • Experience with call center tools is desirable.
  • English level required - B1.
  • May be required to travel 5% of the time.
  • This role is to work on-site (Apodaca, Nuevo Leon).