Technical Support Specialist (NE)

DP World•Middletown, PA

3d•Onsite

About The Position

We are looking for a Technical Support Specialist, based in Middletown, PA, to solve technical problems and provide support for all assigned areas. This role is responsible for implementing standards as established by the system and network engineering teams in regard to planning and supporting the plants in the areas of desktop, WAN, LAN, servers, and disaster recovery. The specialist will provide second level diagnostic support to the System and Network Engineering Teams and the Service Desk in supporting the plants as it relates to Desktops, WAN, LAN, and Servers, as well as capture site-specific network, server, and end-device documentation. Additionally, the role involves creating/updating work instructions, participating in a global support on-call rotation, monitoring emails for alerts, providing change management support, and adhering to security and purchasing processes. Onsite support for new site launches and server/network refreshes is also a responsibility.

Requirements

A bachelor's in computer science or a combination of equivalent professional training and certifications, combined with a minimum of two years related work experience in a position(s) with increasing responsibility and supervisory duties may be accepted.
Solid attention to detail and the ability to create and document process and procedures.
Good verbal and written communication skills with internal IT colleagues; business leaders and external audit community.
The ability to work within a very demanding environment and handling stress in a positive manner and maintain a high degree of confidentiality.
Excellent organizational and problem solving skills.
Ability to handle multiple tasks.
Strong written and verbal skills in English.
A strong understanding and working knowledge of desktop hardware, operating systems and software.
A good understanding of network systems and protocols as well as server hardware and operating systems.

Responsibilities

Implementing standards as established by the system and network engineering teams in regard to planning and supporting the plants in the areas of desktop, WAN, LAN, servers, and disaster recovery.
Provide second level diagnostic support to the System and Network Engineering Teams and the Service Desk in supporting the plants as it relates to; Desktops, WAN, LAN, and Servers as well as capture site specific network, server, and end device documentation.
Creates / updates work instructions for new tasks or as the steps for existing tasks are modified, ensures all documentation is in the proper format and is stored in the location identified by the TSS team lead.
Participate in global support on-call rotation to support the various geographic syncreon plants and location and is also available during on call support. Answers the telephone when called and is able to connect to the syncreon network within 10 minutes of notification.
Monitors emails for alert notifications from the service desk and resolves or escalates these as required.
Provides change management support during the weekend when on call.
Participates, enforces, and follows syncreon’s change, incident, and problem management processes and escalates, where required to the Service Desk following the predefined escalation procedure.
Adheres to syncreon’s security process proactively identifying security issues and escalating these to the TSS team lead or appropriate manager as well as syncreon’s purchasing processes ensuring that all IT equipment is properly tracked throughout the hardware lifecycle.
Provides onsite support for new site launches and server / network refreshes.
Other duties as assigned.