IT Field Service Support Engineer

Stefanini Group•Lansing, MI

2d•Onsite

About The Position

Stefanini Group is looking for a IT Field Service Support Engineer for a globally recognized company! For interested applicants, click the apply button or you may reach out Micah Andres at (248) 386-7399/[email protected] for faster processing. Thank you! JOB DESCRIPTION- IT Field Support Engineer The IT Field Support Engineer will be responsible for day-to-day technical operations, with the purpose of offering technical support and guidance through facilitation of resolution of any incoming IT requests or queries from Carmeuse employees. Considered the IT Operations Services delivery representant (SPOC) for their associated geographical region. The position will have regional 'management' responsibility as part of a global strategy.

Requirements

Excellent customer-driven service skills.
High levels of empathy towards the user ("walk in the user's shoes").
Able to Time Mmanagement time and handle multiple tasks at the same time.
Posses a high-level of Teamwork & Work Ethic.
Critical Thinking & Problem-Solving skills, adapting to changing environment and situations.
Able to interpret Technical Writing.
Organized and structured way of working.
Maintain Curiosity & Avid Learnerlearn quickly.
Good (towards Very Good) understanding of generic IT concepts (Networking, Cloud Computing, Infrastructure, Security etc.). At least two (2) years of relative working experience required; three (3) years preferred.
Basic understanding of Business Operations (OT) concepts.
Understanding of ITSM Framework (ITIL). ITIL Foundations certified certifications preferred.
Basic understanding of UX field & concepts.
Bachelor's degree in Business, Information Technology, a related field, or equivalent work experience.
Local Language (min. C1 or Native); Fluent in English (written & spoken).
Open to related travel (+/- 35%).

Responsibilities

IT Operations
Drive & lead the day-to-day IT operations activities related to your assigned geographical area with the support and knowledge of their direct manager.
Be able to independently Aassess, diagnose, and troubleshoot any IT issue or request raised.
Perform any IT operational activity required to support, solve, or facilitate resolution of any IT-related malfunction of the systems, platforms, or processes.
Ensure Carmeuse IT Systems and Platforms are up and running in a timely manner, through proper coordination of the activities and collaboration with the IT Service Desk team and other support groups.
Ensure adequate and proper usage of ITSM platform, which will enable proper tracking and reporting on IT operational performance.
Document properly any IT solution encountered or offered on the IT Knowledge Database (KB) platform / repository.
Offer support and guidance to users on how to use IT Systems and/or solve any IT related issues or questions.
Have a proactive approach towards IT operations effectiveness, by identifying observations, raising risks (whenever the case) and proposing ideas/solutions for improvement.
Build Business relationships with related functional area within with Carmeuse personnel and business units.
Support and potentially supervise any external partners or 3rd parties, which are or will be delivering IT Services to Carmeuse.
Have an active role in the standardization of processes and ways of working (at a global level) by partnering with the other IT Field Support Engineer and IT Leadership.
Involved and/or coordinate any IT Service Management related activities.
Perform Effectively IT Communications communicate within IT departments area and at the corporatecompany level, having previous alignment with IT / Business Leadership and/or stakeholders (e.g., IT Outages, IT Changes etc.) User (Employee) Experience Activities.
Facilitate collaboration between IT or non-IT Support Groups, through engaging the proper stakeholders each time is needed, based on IT & Business needs Maintain effective communication protocols between IT and nont-IT partners, documenting needs and solutions through various methodologies, including verbal, written, digital and non-digital means
Be an active part of the IT Workplace and Helpdesk teams by participating in regularly-scheduled meetings and activities.
Participate and be prepared to serve in duties not related to IT. User (Employee) Experience Activities
Ensure tickets are solved within Business agreed SLAs & KPIs.
Ensure excellent, efficient, and effective user experience, at every interaction with IT.
Ensure and own end-to-end resolution of IT cases within agreed SLAs & KPIs, through engaging, coordinating and/or performing the necessary actions.
Partner with business (e.g., HR, Employee Experience etc.) to support, help and/or co-create best-in-class IT user journeys.
Represent IT within your area by constantly engaging with regional stakeholders, through predefined and ad-hoc discussions (governance framework). Gather feedback from users regarding improvement ideas for IT operations processes and user experience interactions.
Calmly handle difficult situations with professionalism quickly and efficiently Field Services Activities
Based on IT and Business needs, offer physical presence, and perform any IT related activities on different Carmeuse locations (based on the region the technician is activating), with prior agreement of when the activities can be performed.
Represent and be the face of IT in our Carmeuse locations (based on the region the technician is activating).
Support regional & global activities to instruct and train user community on any related IT concepts, IT systems and usage of IT tools & equipment.
Be able to support multiple IT disciplines from network infrastructure, helpdesk tickets, application support and general maintenance on IT hardware.