Provide local support for Digital and Transformation systems and End-Users in the facility, including but not limited to: Shop Floor Systems (SFS), Manufacturing Execution Systems (MES), Entreprise resources planning (ERP), Virtual and Physical servers, LAN/WAN equipment, desktop computers and laptops, communication, and collaboration systems.
Respond to telephone, e-mails, and /or web-generated requests for support, including problem analysis, initial resolution, and/or escalation.
Perform network and system user account administration.
Provide technical advice, guidance and training both formal and informal to West users.
Create, update, transfer and manage incidents, service requests, and problems in Service Management tool for tracking site workload.
Work collaboratively with Digital and Transformation teams to resolve service requests, escalations, and service outages.
Demonstrate effective research of technical resources for both software/hardware triage (i.e. knowledge base technical manuals, internet search, peers).
Ability to troubleshoot and support West standard technologies.
Perform audio/visual support for West deployed technologies.
Perform after hours on-call support on a rotational basis.
Provide desk phone/mobile device/information technology hardware administration and support.
Participate in local, regional and global Digital and Transformation projects and assist with roll-out of same on local site level.
Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description.
Knowledge in IT security related topics.
Support and contribute in Lean Sigma programs and activities towards delivery of the set target.
Able to always comply with the company's safety and quality policies.
Other duties as assigned.
Education
Bachelor's Degree Computer Science required or
equivalent experience.
Work Experience
No min required On information technology, including internship experience required and
demonstrated working knowledge of basic to complex hardware and software products.
Preferred Knowledge, Skills and Abilities
Experience providing remote support to external clients and usage of remote assistance/desktop tools.
knowledge of (Microsoft) 365, Microsoft OS, Active Directory, Remote Assistance tools, VPN, Mobile Devices, information technology hardware laptops/desktops/printers.
Strong problem-solving, analytical and communication skills.
Communicate effectively and professionally on phone, e-mail and in person.
Must be detail oriented and able to follow procedures and create documentation
Fully Bilingual (Spanish and English), speaking and writing.
License and Certifications
A+ Certification preferred
Microsoft Office User Specialist Certification preferred
Microsoft Certified Desktop Support Certification preferred