Senior IT Tech (Industrial Solutions)

BorgWarner•Hendersonville, NC

3d•Onsite

About The Position

The IT Tech, Senior is primarily responsible for IT Customer environment for the new Industrial Solutions team in Hendersonville, NC . Executes tasks to enhance and support the desktop environment, provides specialized IT services ( e.g. high-level meeting support, root-cause analysis, customer consulting), and provides IT facility-related services ( e.g. audio-visual environment, security systems, printers/copiers) . The IT Tech also provides on-site support for the IT infrastructure teams as needed.

Requirements

BA/BS in Information Technology related field
5 + years working in Information Technology
Experience with Executive Support
Excellent Verbal Communication Skills
Excellent Written Skills
Ability to multi-task
Strong customer focus and service delivery
Process management
Drive for results
Listening and action oriented
Comfortable presenting technical topics to technical and non-technical associates
Problem solving with functional / technical skills
Ability to engage and work with outside vendors or partners
Self-motivated with strong work ethic
Able to work independently, leading small to medium projects or participating in enterprise, or global projects
Provides input to the development of key support processes or procedures
Ability to understand local operations but also learn and understand the global enterprise
Expertise and practice in a manufacturing environment
Cisco basics, Exposure or work with ServiceNow ticketing systems, SCCM, and Active Directory, Dell servers and computers, Microsoft Suite, MS Teams
USA based – availability to travel if

Responsibilities

Design, Develop, and Lead project for new greenfield manufacturing location in Hendersonville
Builds and maintain good relationships with staff and IT infrastructure teams
Coordinate and direct vendors to complete projects and tasks
Ensures quality services are performed to the agreed SLA
Ensure that systems, processes, and methodologies specified are followed and to ensure effective monitoring, control and support of IT delivery is ongoing
Maintains and develops Incident, Problem and Change Management principles for the location
Ensures first class IT Delivery for infrastructure services
Ensures that remote and on-site support issues are resolved to customers satisfaction
Optimize and maintain the setup of processes around Service Management
Ensure proper support from 1 st Level, maintaining quality support for the facility
Providing 2nd Level support and leading local Client/Infrastructure and LAN change activities
Design and support of Local Production/Manufacturing Connectivity
Printer installation, configuration & support
Smart hand for Hosting services (physical reboot / racking of new/old servers or other equipment)
Design and knowledge of technology skillset used in conference room and streaming technology
Support site IT Manager to interact with the IT Service Tower Owners, ensuring full support for the facility
Providing inputs to the IT Manager for budget, long range plan, and forecast
Full lifecycle deployment for Computer Desktop & Laptop systems
Maintaining security life of assets in the facility, providing inputs on budgetary needs to the IT Manager for End of Security Life assets
Configure new and existing devices according to corporate standards for deployment
Desktop Application installation and troubleshooting
Hardware Refresh Project leadership
Maintains client security settings (e.g. admin rights, software installs, etc.)
Identifying and mitigating Cyber Risks for the facility
Service Desk Service Support staff by phone, email, chat, etc.
Provide intermediate network, security and printing support, but also owning problem resolution and engaging other teams as needed
2nd Level Support and troubleshooting of issues , while ensuring 1 st level support are completed correctly and on time
Following ITIL principles in ticketing system and maintaining high SLA standards
Providing Service Desk metrics to IT Manager