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The IT Support Engineer is a key individual in supporting end user and systems in one or more specific geographic locations. This individual is responsible for evaluating, classifying, investigating, and resolving problems and providing support related to IT client and system issues with hardware, software, networks, peripheral devices, and applications in the local geography. This individual gathers information from IT clients and troubleshoots and resolves issues, engaging colleagues as needed, or escalating requests. This individual supports systems and applications that may be unique to their assigned location or a global IT standard application or system. The IT Support Engineer also takes proactive actions to prevent IT related issues and acts as key team member on global IT projects. This individual assists in supporting the global network by performing specific tasks to help maintain the network infrastructure and platform operating systems and to help ensure network performance locally. The IT Support Engineer enables and supports global Cybersecurity and IT Risk Management activities. This individual is a vital part of the management of remediation activities identified by the Security Group, ensures identity and cloud security controls are deployed as defined, and ensures local and global compliance and regulations are followed. The IT Support Engineer assists resiliency efforts and responds to security incidents to reduce disruptions on the business operation, as well as champions cybersecurity awareness training and proper communication to the user community. The IT Support Engineer helps mentor more junior IT support engineers globally, participates in the Global Engineering Community of Practice, and contributes to the improvements to IT support engineering standards, processes, and practices of C&D.
