Provide competent technical support to all users in a timely manner following standardized processes to identify, analyze and solve any problems related to end user computers and their applications. Provide Vertiv employees with support on all aspects of end-user computing digital assets (including but not limited to laptops, desktops, printers, and mobile phones). Handle the internal infrastructure request with external providers to guarantee the correct follow-up of the end user request. Provide support to the Platform Service Team for issues/programs/initiatives and projects related to corporate infrastructure.
RESPONSIBILITIES
- Site Leader and responsible for the operation of information systems in Colombia.
- Provides guidance for local technology projects and evaluates the best technical options, time, scope, and cost.
- Responsible for the infrastructure of I go and data in the site of Colombia
- Maintains the optimal functioning of the computer room and the devices hosted there through maintenance and configurations.
- Responsible for the configuration, administration and maintenance of the servers.
- Communicate, Guide, Implement engineering software with global support groups.
- Provide second level user support for incidents that require local resolution and cannot be resolved by the Service Desk.
- Respond to ticket requests and service desk outages via phone, email, or online incident management, ensuring ticket integrity and follow-up with other team members should the incident escalate .
- Provide hands-on support for Global IT project implementations and perform various job-related tasks as assigned.
- Collaborates with the company's global support groups to resolve end-user technology issues.
- Support the installation/configuration of hardware and software in accordance with corporate policies and as designed by the end user team.
- Provide customer satisfaction by managing work orders with efficient communication, documentation, and timeliness.
- Supports PC replacement programs and emergency swaps.
- Maintain the utmost confidentiality in all conversations, documents, correspondence, research records, information, data, etc.
- Assist in asset management of all end user devices and manage the stock level of spare equipment.
QUALIFICATIONS
- Implementation of the Windows operating system.
- Administration, monitoring and implementation of IT projects.
- User State Migration Tool (USMT).
- Desktop-related Group Policy Objects (GPOs).
- Experience in Windows server 2016 operating system.
- Scripting with PowerShell and VBScript.
- Knowledge of infrastructure of Computer Rooms
- Knowledge of Cisco technologies for LAN WAN WLAN networks.
- Experience using ITSM systems like ServiceNow is a plus.
EDUCATION AND CERTIFICATIONS
- Bachelor's degree or equivalent experience.
- 4+ years of experience deploying the MS Windows desktop operating system is required.
- 3+ years of experience with LANDesk, SCCM (or other software distribution tools) is required.
- 3+ years of mobile device management experience required.
- Experience in implementing and supporting Windows server 2016 operating systems is required.
- Apple Mac implementation and support experience is required.
- A solid understanding of Voice and Data network infrastructure principles is required.
- Solid operating principles of computer rooms.
- Desirable cisco CCNA courses
- Desirable ITIL v3 certification.
- ISO/IEC 9001 and 27001 (Desirable knowledge).
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