Responsibilities:
o Support the IT and Infrastructure for the specified territory/sites, ensuring optimal end user utilization of HW, SW, and Communication Systems.
o Onsite support, together with full advantage of centrally provided IT services including Design, Operations, and Service Desk to meet the agreed SLAs.
o Embodies a Customer Focused attitude to build the relationship between IT and the Business to become the recognized and valued partner for the delivery of IT Service.
Specific Responsibilities:
Planning & Administration:
• Provide information and assist Manager/Supervisor with IT budgeting and cost control
• Follow and enforce IT policies and rules regarding IT management, security, standards, and procedures
Territory / Site IT infrastructure & Support:
• Ensure optimum support for end-users at all times within agreed service levels and act as the Owner/Escalation point for issue resolution between the Business and the IT Community
o Provide local site support as well as support of other remote sites, as directed
• Ensure that IT relevant documentation is maintained and up to date
• Support and maintain the implemented IT Infrastructure of the location’s HW, SW, and Telecommunication systems including:
o All security standards to be compliant with the security policy
o Systems and Data access – to be managed in collaboration with the Service Desk
o Backup and recovery including Disaster Recovery Planning
o Asset management – including Hardware lifecycle management and SW licensing
o Audit compliance
• Work closely with your Manager/Supervisor and the Process Management IT Infrastructure Organization to ensure that the Agreed strategy is implemented and followed
• Supports the appropriate level of service for:
o Server, clients, printers, and other standardized peripherals
o Data communication (LAN, WAN, WLAN, VPN access, and required components)
o Voice communication (local and remote), including mobile devices
o Audio/Visual systems
o Approved Software applications
• Legal, secure, controlled, and documented IT infrastructure
• Act as a local point for all IT issues (Infrastructure or Application) at your site and within the territory and ensure engagement with the appropriate Houston Sector IT Group (Infrastructure, Houston Sector Applications or Business Unit Applications.
• Ensure appropriate Application/Infrastructure Security, Performance, and Availability Management
Resource Management:
• Uses the helpdesk as the central point for all IT issues and service requests
• Make sure the service desk is also delivering as specified in the SLA’s
• Where appropriate, share resources and skills within the territory and work collaboratively with other resources
• Pro-actively focuses on self-learning, utilizing self-study and attendance at required trainings to keep up with developing technology
• In collaboration with the Process Management Infrastructure Team, develop, coordinate/manage projects aimed at improving and/or reducing costs of the in-area IT environment.
Communication:
• Demonstrate good communication capabilities in both verbal and written communication
• Establish good working relationship with users and other sources of support and assistance
• Assist the supervisor/manager in attending local team meetings to understand their plans and issues and communicate these back to the IT Community
• Real-time responsiveness (within 4 hours on a daily basis) to voice and email requests
Education / Qualification Requirements of the Role:
• Education to degree level or equivalent, but experience may be considered in lieu of formal education
• 5 years IT experience
• General IT Technical Skills – although communication and administration skills are more beneficial
• Demonstrable Customer focus with a high degree of self-motivation and passion for providing customer service excellence
• Ability to work under pressure and be demonstrably action orientated
• Language knowledge: English (speaking / writing)
• Flexible attitude towards working hours, recognizing occasional requirement for after-hours support
• Be prepared to travel if required
