SITE IT OPERATIONS TECHNICIAN

Missions

The IT Operation Technician:

• Working with central helpdesk to provide 1st level onsite technical support to ensure the smooth operation of IT systems.
• Install, maintain and troubleshoot IT infrastructure systems, including servers, networks, backup, cabling, etc.
• Provide support, maintain and troubleshoot various IS applications including: Windows OS, O365 apps, VPN etc.
• Identify operational issues and escalate via proper channel to minimize disruption of operation.
• Follow group IT standards and implement best practices for IT security and compliance.
• Participate IT system rollouts, provide feedback from local perspective and collaborate with regional and Group-level teams
• Provide regular updates to the leaders.
• Provide input to maintain operation documentation.

Activities

End user support

• Work with global IT service team to provide onsite technical support to end users.
• Manage and maintain end user’s hardware and software, ensure end user devices and software are up-to-date with latest patches and updates.
• Provide basic end user training when needed

System Installation and maintenance

• Install and perform routine maintenance of IT equipment, such as PCs, mobiles, basic server, networks, and software applications
• Provide proximity technical support for system upgrades and migrations.

Troubleshooting and Problem Resolution

• Report and join to resolve IT-related issues to minimize downtime and disruptions.
• Follow up and execute action plans to reduce the occurrence of IT issues.

Network Maintenance

• Monitor and troubleshoot as first level for LAN, WAN infrastructure
• Open local ISP ticket and follow up for resolution, escalate to global operation team for issues beyond local capability.
• Physically install switches and firewalls to rack and make cabling and basic configuration if necessary, then handover to global operation team for final set up.
• Troubleshoot basic network connectivity issues and assist global operation team to optimize network performance

Security and Compliance

• Follow strictly global IT security measures to protect IT systems and data from unauthorized access.
• Ensure compliance with group IT and cyber security standards
• Participate security audits and vulnerability assessments.

Data Administration

• Follow data backups and recovery procedures to manage data in the perimeter, etc.
• Follow data retention policies and ensure compliance with data privacy regulations.

Project Participation

• Participate in IT projects related to system modernization and improvements.
• Assist in the implementation and testing of new IT systems.
• Provide proximity for global IT projects local rollout.

Communication and Collaboration

• Serve as the point of contact for site IT operations.
• Assist L2/L3 IT Domains specialists to ensure the IT project/system rollouts in the site. 
• Assist regional and group-level stakeholders to ensure seamless communication and coordination to related users.
• Contribute to maintain and update process guide, training materials and end user guides as needed.
• Work with vendors and third-party service providers to address local technical problems.

Competencies & Requirements

• University degree or Engineering School with IT specialization or equivalent by experience.
• Minimum of 1-3 years of experience in IT operation and infrastructure administration.
• Understanding IT operations principles, IT infrastructure administration, monitoring and troubleshooting.
• Understanding of common IT systems and applications used in plant, office or R&D environment, like O365, Windows OS. etc.
• Understanding of basic networking, server, cabling and IP management, etc
• Proficiency in office hardware, including PCs, mobiles, printers, scanners, etc.
• Familiar with hepdesk system and end user support procedure
• Proficiency in local language(s) of the assigned country or cluster, and good command of English.

• End user focus, delivery and result orientation.

• Consistency and reliability. Ability to execute and follow up activities efficiently.

• Ability to complete assigned priorities and escalate urgent situation through the right channel.

• Teamwork, flexibility, and collaboration. Ability to work with multicultural teams.

• Excellent problem-solving abilities.

• Ability to work independently and as part of a team.

• Good communication and interpersonal skills.