Senior Service Delivery Engineer - IT

2 weeks ago
Job ID
2017-1679
US-TX-Carrollton
United States
Job Function
Information Technology
Type
Permanent Full-Time

Company Overview

Come and work with us the “TT Way” which means we do the right thing, bring out the best in each other, achieve more together, champion expertise and get the job done…well! With approximately 4100 colleagues we operate from 21 locations around the world. Building the expertise of our people is critical to the future success of our organisation.

 

TT Electronics is a global provider of engineered electronics. We collaborate with customers in the transportation, industrial, medical, and aerospace and defence markets, providing them with engineering expertise and support through a global network of specialists and world class facilities. As a responsible employer we encourage all our people to “give something back” by supporting the local communities in which we operate.

 

Our OPTEK Technology unit in Carrollton is an innovative leader in the optoelectronics and lighting industries. Equipped to meet the needs of our worldwide customers, OPTEK products can be found in office equipment, industrial applications, encoders, military and high-reliability applications, medical diagnostic equipment, automotive and lighting applications. With over 40 years of mounting, bonding, and packaging experience, our engineering teams have the skills and expertise to deliver optoelectronic solutions for the most demanding environments.

Role Overview and Responsibilities

This role will be responsible for the day to day technical support requirements in our Carrollton site, including monitoring of all LANDESK service requests, allocation and categorisation of requirements based on priority and technical need, and direct ownership of all infrastructure and user platforms immediate technical support and issue resolution activities.

 

Acting as part of our global virtual team, you will also provide technical know-how and design / implementation support for infrastructure issues and improvements throughout our global organisation. Travel in the US and potentially wider to other locations providing coverage and technical assistance as necessary; you will also act as a point of expert escalation for nominated virtual teams.

 

Acting as the US authority on core infrastructure, you will be the first point of contact for all non-network related issues in the America’s datacentre, working with the global team to ensure maximum service availability.

 

  • Reports into the US Service delivery manager.
  • Leadership and hands-on support / technical expertise in all Carrollton infrastructure and general communications systems / platforms.
  • As part of your role you will be expected to travel within the US (and occasionally wider) to provide coverage on other sites and assist with technical issues, support gaps and project implementations.
  • Local technical liaison, advising the group IT leadership team of strategic and operational risks and investment / resource needs, based on your local systems knowledge.
  • Be the first point of contact for Carrollton IT issues. Take ownership of reported incidents and follow them through to ensure they are complete, either in person or using appropriate resource from the local or global teams.
  • Be the first point of contact for technical issues relating to the Americas Datacenter core infrastructure including but not exclusively, servers, storage, backup, Vwmare virtualisation, Windows server OS and Active directory.
  • Work within a virtual team to provide technical know-how and incident support to staff around the global for commodity platform stability, incident management and development. You are responsible for any escalated calls from the wider team as a member of the Virtual support staff, and will ensure that these are resolved appropriately to both parties.
  • Act as the senior technical authority on site for local systems including, but not restricted to, email, servers, storage, telecoms and networking.
  • Manage local and global projects within defined TT framework.
  • Act within a team as a senior technical authority globally for the Global network and lead at least one global Virtual team.
  • Monitor and support company phone systems and time clock systems.
  • Responsible to ensure adequate backups are completed and any issues monitored, logged and addressed.
  • Monitor the availability of local and global systems through existing portals and log/resolve/escalate risks, red flags and capacity constraints based on the log outputs.
  • Providing direct technical assistance and training to computer users on the application software, hardware and computer services.
  • Responsible for IT hardware and software inventory and asset registration.

Qualifications, Skills and Attributes

  • Knowledge of ITIL Service Management and process execution.
  • Advanced Knowledge of Microsoft Windows client and server operating systems, MCSE Desirable
  • Advanced Knowledge of server and storage technologies.
  • Advanced Knowledge of Microsoft Exchange
  • Advanced knowledge of Vmware Vsphere infrastructure
  • English is the language of TT and an ability to communicate in English is required.
  • MUST HAVE experience of working in a global multinational manufacturing company
  • Working knowledge of VOIP PBX systems
  • At least 5 years’ experience in IT support and direct problem resolution roles
  • Ability to internalise and advocate the customer’s position
  • Operates with the utmost integrity
  • Effective time management
  • Strong team Focus
  • Logical, thorough and process based delivery style
  • Precise and have attention to detail, meeting commitments and delivering continual improvement within budgetary restrictions
  • Ability to transform users requirements into comprehensive technical specifications

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