1. Resolves and/or leads the resolution of complex customer IT support issues for individual customers, small sites or business units
2. Coordinates feedback to IT product and service owners on customer issues
3. Works with organizations to prepare for future IT application & infrastructure at a site level
4. Enforces and maintains Corporate IT standards to maintain the integrity of the IT infrastructure and associated applications
5. First line support (level 0&1) across all server infrastructure.
6. Coordinate with Industrial IT on systems issues between various IT groups, both local and global in the Manufacturing space
7. Act as interface between senior IT management and business representatives
8. The "face of IT" for all IT server and some Manufacturing related roles and responsibilities
9. Create and maintain comprehensive support documentation and procedures
10. Monitor and report out monthly on IT service metrics, utilising IT Connect
11. Share knowledge and experience as required
12. Represents the "Voice of the Customer" to the rest of the IT organization
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Key Selection Criteria
Qualifications: Relevant tertiary degree in IT or related field is desirable, MCSE or similar certification, 3+ years IT experience
Criteria
1. Strong written/verbal communications skills, effectively engaging at a technical and non-technical level to different leadership levels within IT and business locally and regionally
2. Proven Business and IT Analysis skills to identify and determine solutions to business constraints
3. Strong customer focus with a Drive for Results and a Quality & Continuous improvement mind-set
4. Excellent understanding of network and Windows server environments
5. High level understanding of the Industrial IT environment
6. Able to self-manage time to effectively engage with global counterparts across time zones
7. Willingness to travel to the major South African Sites
Key Deliverables in position
- Builds and maintains strong relationships with appropriate customer base
- Builds and maintains strong relationships with internal IT partners
- Delivers consistent monthly service metrics with strong NPS
- Deliver according to defined procedures, processes and SLAs
- Enhance documentation and maintains comprehensive procedures
