IT Operation On Site

6 months ago


Tamil Nadu, India DRÄXLMAIER Group Full time

**Mission**

**IT Service Desk**:

- Instruct and advise first level supports in solving complex inquiries and in the use of the solution database
- Create reports on specific tasks
- Solve user complaints
- Assist in the identification and elaboration of optimization proposals as well as implement derived measures
- Conduct work packages in IT orders, IT projects and carline projects
- Analyze and clarify problems / system errors with internal and external partners (e.g. clarify technical
- issues regarding outsourced services such as We connect you with the service providers, etc.)
- Create and provide solutions for complex problems for the solutions database, accordding to predetermined guidelines
- Record and classify complex service requests (e.g. authorization management etc.) and IT incidents globally
- Process IT service requests and IT incidents in second level support globally
- Recognize known and analyze unknown incidents; provide solutions / workarounds and solve incidents
- Inform the internal customer and initiate the acceptance of services rendered
- Document actions according to predetermined guidelines

**Alternative Operations On-Site**:

- Collaboration, implementation and potentially operation in the on-site IT, based on valid guidelines and processes (e.g. integrate new hardware components in the infrastructure, build new infrastructure systems according to specifications and guidelines, etc.)
- Advise and instruct colleagues in solving complex inquiries in the area of office and shop floor
- Supervise and monitor IT infrastructure in the first level support (e.g. by re-starting servers,hardware failure, etc.)
- Track local IT jobs and tasks and mark detected deviations
- Analyze and clarify problems with internal and external partners (e.g. act as contact person and clarify technical issues related to PC-controlled machines with the manufacturers, etc.)
- Create and provide solutions for complex problems in the knowledge management database,according to predetermined guidelines
- Process IT service requests and IT incidents in 2nd level support at the respective site in compliance with applicable ITSM processes, standards and IT guidelines
- Service office or shop floor systems by using remote access or by providing on-site support (e.g. solve incidents on laptops, office and production machines, maintain and exchange infrastructure
- components, etc.)
- Conduct work packages in IT service requests and IT or carline projects on-site
- Assist in development and secure maintaining the hardware and software asset management

**Profile**
- Advanced vocational/technical training usually acquired through a degree in a technical or vocational discipline plus a few years of experience (knowledge of methods, techniques and processes; mastery level of skilled trade)
- Some differing tasks with several potential solutions, including analysis of the situation/causes
- Standardized procedures and processes, and general work instructions; progress is monitored at longer intervals


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