IT Professional - Site Support Specialist

Description

• Oversee the lifecycle of system changes, enabling beneficial changes to be implemented with minimal disruption to IT services, while using the required processes and tools.
• Provide initial consultation on IT operational issues and opportunities, working with appropriate service providers and ensuring effective follow-up until resolution.
• Serve as the main point of contact for end-user and shop floor operational needs related to service inquiries, nurturing positive relationships with key customers and suppliers.
• Build positive relationships with end users to deliver a good experience with IT teams and tools.
• Collaborate with Controls and Manufacturing engineers to provide OT/IT support.
• Support the development, maintenance, and effectiveness of IT services, ensuring that tools and resources (e.g., IT Service Catalog, Asset Management systems) are available and functional.
• Oversee the entire lifecycle of problem resolution, while preventing recurrence and minimize organizational impact.
• Promote root cause analysis for recurring issues using formal problem-solving methodologies.
• Ensure the services delivered meet agreed-upon quality levels to maintain customer satisfaction.
• Manage service requests throughout their lifecycle, ensuring efficiency and professionalism in fulfilling customer needs and maintaining high levels of customer satisfaction.
• Maintain and manage service assets and configuration items, ensuring accurate and verifiable configuration records to support other service management processes.
• Deploy Factory and End User Compute devices, ensuring compliance with organizational security standards.
• Diagnose and resolve customer-reported issues, adhering to departmental standards to meet customer expectations.
• Track and monitor IT service consumption, helping to drive reductions in usage across the SI EA business unit.
• Solve complex problems and mentor others in effective problem-solving methods, using systematic analysis, industry-standard methodologies, and data-driven solutions to ensure root causes are identified and actions are taken to prevent recurrence.

Requirements

• Exceptional interpersonal skills for building and nurturing relationships across diverse teams and organizations.
• Maintain familiarity with Operational Level Agreements (OLAs) between IT service owners.
• A strong inclination for continuous learning and improvement, with an emphasis on resolving challenges efficiently.
• Experience in relevant IT domains (used in manufacturing).
• Candidates without a need for employer-funded relocation preferred.
• Previous experience supporting ERP/MES systems.
• Demonstrated success in supporting large and complex technical projects, delivering exceptional results.
• Proficiency with Active Directory.
• Proven experience providing end-to-end IT support for LAN factory environments, including devices such as handheld scanners, endpoints, label printers, and other peripherals.
• Ability to work in the U.S. without the need for current or future employer-sponsored work authorization. Exceptions may be considered for current Siemens employees already working in the U.S. who require continued support from Siemens regarding their work authorizaton.
• Experience supporting WAN and Server infrastructure deployment.
• Effective communication skills to engage with partners at all levels, including senior leaders.
• Ability to travel 10% beyond the Wendell area as needed.
• Bachelor's degree preferred
• Demonstrable analytical and troubleshooting capabilities, with a proactive problem-solving attitude.
• Cisco Network certification(s) preferred

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance