The IT Leader provides technical support to responsible locations situated in their region. She/He will enable end-users to perform their business activities at multiple locations and provide the technical, business and administrative support needed to our end-users. Support encompasses Break-Fix, Site Projects, IT initiatives and Compliance activities. Additionally, this person provides IT support and administrative functions incoordinating multiple sites. She/He is promoting and enforcing IT policies, policies & standards.
For all activities carried out, the IT Leader receives guidance and tutoring from the IT OSS Regional Manager.
IT End User Support
- Guide and support users on creating incidents/requests, using Knowledge Base, User induction.
- Provision equipment to end users: Computers and other equipment.
- Act as a Subject Matter Expert for local hardware (Servers, routers, switches, accesspoints, etc.) and software and guide dispatch-technicians from various vendors as needed.
- Support local IT hardware like workstations, servers, printers and other (small) IT equipment.
- IT onsite services representative at primary site and coordinator with outsource providers as needed.
- Build Relationship with End-Users and act as the voice of the customer.
- Provide local hands- and eyes services for all local IT Infrastructure for planned,unplanned, outages & turnarounds.
- Support R&D team on infrastructure and tools as needed.
- Assist and support RDS (Remote Desktop Support)/Apps team on local applications.
- Travel to other sites for training as required.
- An IT Leader could support other locations outside of their region as required.
- Associate should expect to be in an on-call rotation.
IT End User Support Coordination
- Supports Change Management for her/his region with a focus on Service Provider Management.
- Problem Management: Escalations and Manage End-User Satisfaction.
- Assures communication to end users about IT Services including translation of IT related announcements.
- Act as onsite contact and coordinator for dispatch-technicians, outside vendors andservice providers.
- Assign tasks and responsibilities to dispatch-technicians and 3rd parties.
- Follow IT supports escalation process and procedures.
- Train and guide dispatch-technicians as needed.
- Liaison between IT towers and the end-users.
- Support Workplace Services with Patch, Image and package lifecycle.
- Perform activities in adherence to Business Continuity.
- Service Validation and Testing Management.
- Continual Service Improvement.
Additional Job Responsibilities
- IT Asset Management / Procurement.
- Telecom Management.
- Regional Business Relationship Management.
- Project Management.
Minimum Qualifications
- 5+ years of relevant experience.
- Strong analytical skills for complex problem solving.
- Has basic knowledge of ITIL framework and processes.
- Has basic knowledge of Project Management skills.
- Ability to articulate technical topics to non-technical audiences.
- Solid organizational skills including attention to detailand multitasking skills.
- Ability to effectively work and communicate within a matrix environment.
- Proficient in Microsoft Office and Outlook.
- Good interpersonal skills with strong written and oral communication skills.
- Working in a global team/company – is preferred.
- Fluent Hebrew & English.
Education
- Bachelor'sdegree in computer science or information systems or equivalent professional experience.
