Level 2 Support, IT Service Operations

Description

• Active Directory (AD) & Azure Active Directory (AAD): Manage user accounts, groups, group policies, and directory synchronization. Support identity and access management initiatives.
• Maintain awareness of identified and potential health and safety, quality and environmental aspects within the workplace and their impact, including the reporting of any accidents/incidents/near misses or hazards
• General IT Support: Provide Tier 2/3 support for escalated technical issues. Providing localized IT support as needed. Collaborate with global IT teams to ensure consistent service delivery.
• Follow existing Landis+Gyr processes, policies, and procedures. Review existing ones and where current ones are insufficient, suggest optimizations.
• Support projects owned by other global functions
• Process alignment to ITIL (including, change, Incident, and problem) and work with other functional teams for alignment.
• Look for new opportunities to improve the operational effectiveness of the End User Compute environment.
• Microsoft Exchange: Manage mail flow, mailbox provisioning, and troubleshooting email-related issues.
• Increase the quality of the documentation and communication relating to areas within IT Service Operations
• Microsoft Intune: Configure and manage mobile device policies and application deployments. Ensure compliance with corporate security standards.
• Video Conferencing Systems: Support and maintain platforms such as Microsoft Teams and Zoom. Troubleshoot connectivity and performance issues. Ensure meeting room technology is operational.
• Meet SLA targets for incident response and resolution
• Network Printers: Install, configure, and maintain networked printers across multiple locations. Manage printer queues, drivers, and user access. Troubleshoot and resolve printing issues efficiently.
• Maintain up-to-date documentation for all supported systems
• System Center Configuration Manager (SCCM): Deploy software, updates, and operating systems across the enterprise. Monitor and report on system health and compliance.
• Continuous review and optimization of existing processes in cooperation with other IT functions.

Requirements

• Strong written and spoken English language skills with cultural awareness
• Familiarity with Dell, Lenovo and/or Toshiba hardware
• Excellent documentation skills
• Exposure to multi-domain, multi-site networks
• Outstanding communication skills - Ability to communicate at all levels of the organization, with the written or spoken word
• Ability to work with externals, including consultants and vendors
• Working with global service desk systems, like ServiceNow.
• Ability to work across cultures
• Flexible, responding to adverse situations quickly, and implementing solutions.
• Service Desk experience “Senior”
• Good understanding in ITIL methodology.
• Manage Energy Better: Consciously drive for continuous improvement in reusing, recycling, or reducing waste
• Ability to self-manage and think outside the box
• Exceptional customer service skills
• Proven track record of L1/L2 Support model in a similar global environment
• Effective listening, constructive advice, and the ability to understand others.
• Ownership of KB articles relating to IT Service Operations
• Bachelor’s degree in computer science, business administration, electronic engineering or similar, or relevant industry experience.
• Technical expertise with AD, AAD, SCCM, Intune, MS Teams, MS Exchange, Video Conferencing, Network Printers
• Microsoft certifications highly regarded.
• Strong Hardware and SW troubleshooting skills
• Be competent to support global, regional, and country level IT projects
• Strong focus on documentation, compliance, and communication

Benefits

• Meeting rooms operational and ready

Training + Development

Interview process

Visa Sponsorship

Security clearance