About this roleAs the
Field IT Engineers you will provide a variety of information technology support services including, but not limited to, connectivity, hardware/software support, and overall,
Field IT incident & service request resolution.The role also provides support & delivery of Enterprise and Business Unit projects and initiatives. It entails delivering 2nd level technical support to internal customers of Johnsons Control users in Pacific.
Key Responsibilities:- Conduct hardware installation and provide ongoing support (e.g., PCs, tablets, mobility devices, printers, specialized devices)
- Provide software support and local infrastructure service support. (e.g., server, network and VOIP)
- Assist in identifying and capturing Enterprise and BU project demand (e.g., planned & unplanned).
- Provide virtual Tech Hut services in region.
- Execute PC lifecycle management and perform asset management tasks as required by Corporate IT.
- Provide onsite Smart Hands. (e.g., support and liaison with 3rd party & internal JCI Support teams)
- Support Identity and Access Management requests (e.g., provisioning, de-provisioning, access validation, authentication, network share, and troubleshooting)
- Support local IT security compliance (e.g., commsroom set-up, maintenance, and access) as needed.
- Assist compliance teams with audit tasks.
- Provide satellite office support and travel for field visits, if needed*
- Support vendor management - working with accounts payable teams to ensure invoices are approved and paid in a timely manner.
- Support IT procurement as needed.
- Serve as IT escalation point in region for internal customers with issues related to IT systems, software, and hardware, in cases where Service Desk cannot resolve the problem.
- Manage relationship with Corporate IT
- Deliver Field IT Services in accordance with SLT’s using JCI Service Management toolset (Service Now).
- Communicate and provide updates to customers.
- Provide differentiated SLAs for customer-related requests or incidents.
- Undertake the troubleshooting and resolution of issues related to setup, maintenance, and support of local hardware (PC’s, Laptops, Multi-function Printers, Label Printers, Scanner Guns, Tablets, Display TV, various lab equipment’s, Phones, Meeting Room/Video Conferencing room Audio Visual Systems).
- Creating and maintaining the Knowledge Base Articles in the ITSM
- Asset management - maintain and manage the PC leasing programme which includes ordering, updating custodian details and returning leased expired PCs to vendor.
- Telecom Expense management system – ensure user details are up to date in the TEM system.
- Backup management – ensuring file servers are backup as scheduled.
- Provide IT training to end users and can develop document guides and/or videos.
What we are looking for:Qualifications:One or more of the following:- ITIL Certification
- MCP (Microsoft Certified Professional) in a relevant area of Operating system or application/database support
- Tertiary degree specifically related to information & Communication Technology support.
Knowledge and experience:- 5-7 Years in a Desktop or Field support role providing 2nd level support to users and executive level users in a timely manner with good exposure using Service Now Platform for ticket management, systems administration in an Active Directory Environment, ITIL, delivering a proactive, knowledgeable, and reliable service, offering advice and support for centrally provided IT services.
- Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
- Ability to plan and prioritise workload without supervision.
- Able to demonstrate good knowledge and experience of Microsoft System Center Configuration Manager, VMWare Virtual Desktop Infrastructure (VDI), End Point Encryption operating systems and applications including Windows 10 and Microsoft O365 Products
- At least 3 years’ experience in providing end user training and coach end users on products.
If you interested in this role, please click the apply button. If you would like to have a confidential discussion before applying, please reach out to Priscilla on #LI-PD3JCI’s Diversity & InclusionOur dedication to diversity and inclusion starts with our values. We lead with integrity and purpose, focusing on the future and aligning with our customers’ vision for success. Our High-Performance Culture ensures that we have the best talent that is highly engaged and eager to innovate. Our D&I mission elevates each employee’s responsibility to contribute to our culture. It’s through these contributions that we’ll drive the mindsets and behaviors we need to power our customers’ missions. You have the power. You have the voice. You have the culture in your hands.
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