Job Overview：
His / her main role is to provide technical expertise by delivering and supporting professional IT services and products, complemented with exceptional customer service.
Building credibility across the organization through a hands-on collaborative approach bringing technical and operational IT expertise, as well as an informed and current perspective of the Enterprise IT technology roadmap.
Primary Responsibilities and Activities
? Carries out the full range of defined tasks associated with operating, supporting and maintaining a secure and standard IT environment for the division. Conducts duties in accordance with the Enterprise IT standards and procedures and technical roadmap.
? Ensures that all tasks and procedures are carried out effectively and efficiently to agreed levels of service or specific requirements for Service Level Agreements for Harsco Environmental.
? Responsible for the installation, security, maintenance and support of all site hardware / software and peripherals including Server, Desktop, and Network equipment & Telephony.
? Responds to incidents and requests from users, specialist or others and is able to deal effectively and efficiently with a broad range of problems including those of high complexity, only escalating where necessary, in a timely manner ensuring a swift and appropriate resolution.
? Ensures all support incidents/requests are logged correctly using the preferred ticketing management system.
? Provides level 1/2 support for the KingDee ERP application and escalate support issues as required to the nominated KingDee support contractor.
? Provides level 1 training for the KingDee ERP application to new users.
? Proactively maintain a global asset register of hardware and software utilized within Harsco Environmental ensuring a standard and secure infrastructure / application landscape is adhered to.
? Conduct investigations of IT operational problems, make proposals for improvements and implement them when appropriate as part of Continuous Improvement and Service Delivery optimisation.
ake ownership for ensuring that new employee onboarding experience is seamless, ensuring hardware and access has been provisioned on day-one and user training on services has been performed.
? Collaborate with the Program delivery team, to support the technical implementation of project tasks to time, cost and quality.
? Proactively manage and monitor the Harsco Environmental IT infrastructure and services. Using appropriate management tools to determine system load and model performance statistics, to create reports and proposals for improvement.
? Analyse and troubleshoot IT infrastructure logs and track the nature, root cause and resolution of problems assuring the prevention of repeat occurrences.
? Follow the lifecycle management process for assets including hardware, software, licences, warranties etc. This includes managing usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio.
? Review and maintain IT operations documentation including hardware/software applications, assets, support logs and other related information.
? Identify and deliver opportunities for service and business improvement. Drive the analysis, identification, prioritisation and implementation of improvements and efficiencies.
? Work closely with the Enterprise IT team to implement continuous improvement, i.e., migration to cloud platforms, IaaS, PaaS, SaaS and industry best practice.
? Work with the project teams to ensure smooth transition of services and products from project into operational support.
? Flexible working with frequent Travel to Harsco sites to provide support and service installations.
? Adhere to SOX, GDPR and other security and compliance policies / procedures.
Job Requirements
Education
Bachelor's degree in business information systems (IS), computer science or related field, or equivalent related IT experience.
Experience
? Three or more years of proven experience in customer facing support of desktop and server hardware / peripherals and software systems.
? Demonstrated experience of working with dispersed users at all levels.
? Strong experience in working with technical industry standards and procedures.
? Demonstrated experience supporting the KingDee ERP system.
Knowledge and Skills
? Customer focussed.
? Acceptable level of spoken and written English sufficient to ensure clear communications with colleagues and users.
? Excellent verbal and written communication skills – demonstrable experience in collaborating with internal and external stakeholders at all levels.
? Expert working knowledge of ITIL and service management framework processes.
? Evidence of successful influencing/stakeholder management across a complex, global business model.
? Strong grasp of Security Standards (ISO 27001/2; NIST 800-53/171; DFARS 7012; Cyber Essentials, GDPR etc).
? Strong understanding of Sarbanes-Oxley (SOX) compliance.
? Ability to work within a matrix model in a geographically disparate environment.
? Takes a broad, holistic view; able to understand complete view of IT service and its implications for business success.
? Confident and understanding of different global cultures and working practices.
? Professional, has integrity, serves, but not a ‘servant’ (i.e., will push back when necessary).
? Results orientated; sets high standards of performance.
? Outstanding analysis and problem-solving, troubleshooting issues to full resolution.
? Excellent knowledge of network topologies and Microsoft architectures such as Office 365, Server OS including Hyper-V, PowerShell and Active Directory.
? Proven knowledge of second- and third-line support including network, security, desktop and cloud environments.
? Good organizational and time management skills.