Ability to work within multiple sites. This includes the ability to travel to different sites as necessary or required by the customer.
Physically fit to walk through large areas.
Ability to work after hours and weekends if necessary or required by the customer.
Knowledge using ServiceNow as the ticketing tool.
Supports the Top level of Technical Management Function and used to provide an expert level of support for product or services.
Resolve issues that need expert product and service support.
Able to recreate problems to define root causes, using product designs, code, or specifications. Once the root cause is identified, the fixes to the issues are documented and communicated to L1 and L2 technicians as a future reference.
Researching and resolving the most difficult and complex problems that other help desk levels have been unable to resolve
Analyzing and identifying trends in issue reporting and devising preventive solutions
Mentoring other help desk personnel on hardware and software problem analysis and resolution
Participate in management, prioritization, minor enhancements, break fix activities, problem management, stability analysis, etc.
Have deep understanding and expertise in one or two technology platforms.
Be proactive in nature, identifying problems in advance and looking for continuous service improvement opportunities.
If a fix involves a major enhancement or a development, then the problem is transferred to engineering or development teams, Level 4.
Responsible for troubleshooting Network and Server issues.
Coordinating with vendors or manufacturers if escalation is necessary or required.
Handles Production hotline Calls (onsite) from respective plant, provide on call support, support for Trailer / Remote buildings outside the plant.
Documentation - Create and Maintain standardized work required for L3 work.
Inventory management for Server/Network equipments.
GALC requests - setting up terminal, creation, physical/virtual.
Time card boxes (Kronos clocks and vendor time clocks - installs/support).
Rack and Stack equipment, camera installs.
Data Center/Storage Room FMDS/5S (Ex. Network Cabinet Checks).
Local Proof of Concept projects by shops, for Surface Hubs, Conference Rooms AV infra etc.
Vendor escorts (mostly for network cab work, data center work, etc.).
Non-supported IS requests.
Server patching, validation, escalation and monitoring.
Punch downs and re crimping CAT5/6 cabling (FAX), Toning out network drops/FAX, Repairing broken network ports if possible, Network Device troubleshooting and resolution.
Maintain Monitoring and Network Documentation Tools (Ex. PRTG, PatchManager)
Application System Support (ITx and non-ITx supported server/system configuration advice.
Shared Drive Management - user rights, capacity monitoring/cleanup/file restoration.
Project support, new installs with Technical Infrastructure department, Plant Expansions,
Technology Uplifts, technical support for building renovations.
Liaison process from site ITx with Ops Lead - daily standup, reports review etc.
Kiosk/OU Setup - gather requirements from Business, work with regional AD for creation/setup/ongoing support.