Important company requires;
Local support (End user computing) - Remote in Colombia


Main Activities / Responsibilities:

• Advocate for the IT needs of the manufacturing facilities
• Act as the escalations point for other IT functionality groups
• Supporting high impact Digital communication streaming events
• Training users and administration of best practices for supported technologies
• Providing and updating IT-manuals and documentation
• Administering user identities for new joiners, movers and leavers in the Identity and Access

Management tools (e.g. Service Now)

• Supporting users in getting access to business applications
• Managing end user communication on major incidents
• Order New Software/Install New Software.

• Acting as representative for the Corporate end user domain in global projects
• Supporting and assisting other IT technical functions for diagnosing and resolving plant related

incidents.

• Support and installation of office equipment, the related software and local infrastructure

components

• Maintenance of the Corporate Hardware/Software inventory
• Support business units in the management of the equipment life cycle
• Collaboration in testing of new software applications
• Administration of computer objects in active directory and infrastructure management tools
• Providing and updating IT-manuals and documentation
• Managing incidents and requests in the ticketing system adhering to the defines SLA’s and

provide assistance on IT Service management related activities

• Contributing in the evolution of the Local IT environment starting from proposing innovative ideas

up to designing, implementing and operating the landscape

• Identifying and implementing process improvements in order to provide more effective and

efficient service to business customers

• Providing end user assistance by phone, emails, via ticketing system or in person (end user

walk-in)

• End User Support Services including but not limited to
• Video Camera
• Active Directory
• Network
• Server
• Cabling
• Router & Switches
• UPS / Battery Back-Up
• Video Conferencing
• Wi Fi Connection
• Vo IP
• Report, coordinate and escalate issues/errors to existing application or corporate IT Support

teams

• Provide after-hours support as needed, including a rotating 24x7 on-call support schedule.
• Support the Managed Service Provider teams to ensure the correct application of the Standard

Operational Procedures and enhance daily operational functions.

• Ensure excellence in Health & Safety (H&S) by providing visible leadership and driving for the

execution of the basics of the H&S operating model and adherence to Group H&S standards and
policies.
Profile Required:

• Level of education/qualifications normally required:
• Bachelor’s Degree in Information Technology or related discipline.
• Distinctive qualifications relating to his/her area of expertise.
• Specific work experience:
• At least 10 years of experience working as a field service supporter for an end user

workplace environment (client operating system and management tools)

• At least 5 years of experience in supporting the local networking environment

(LAN/Wi Fi).

• Knowledge of Microsoft server environments on a virtualized platform is a strong

advantage

• Experience working within an ITIL framework and Experience with ITSM tool

(Service Now)

• Experience with Google Suite and Microsoft Office.

Mobility requirements: (time spent travelling internationally, nationally etc.).

• Limited travel between Corporate sites of USA

Schedule: Monday to Friday from 9 to 6 or from 8 to 5 to be determined.