About the job IT Infrastructure and cloud engineer
Job Description for IT Infrastructure and cloud Engineer
Purpose
• Provide effective first, second, and third level onsite and remote IT support across a complex and continuously evolving landscape that includes nearly 4,000 technology users, 200 sites, 6,500 devices, and 700 applications.
• Review and support escalated Incidents from the Service Desk team. Create Predictable Solutions for Escalated Incidents.
• Act as an "on the ground" extension of IT Business Relationship Managers and other IT leaders for the purpose of channelling visibility of specific site needs and issues that require enhanced IT collaboration and creative solutions.
Responsibilities
* Core Accountabilities: Vendor Management – Assist technology vendors and internal IT teams to deploy, install, integrate, upgrade, or decommission remote site IT hardware or software.
* Strategy – Promote IT policies, health & safety standards, and IPL Group Values; translate IT vision to end device and app delivery services; provide end-to-end guidance on managing end device and app delivery services; review and implement emerging technologies; act as an extension of IT leaders to address site needs; support IT/OT convergence and cyber security initiatives.
* Service – Initiate, lead, and execute IT activities related to end device and app delivery services; support emerging technologies including IoT, Edge Computing, Cloud enablement, Process Automation, Visual Management, and Data Analytics; perform technical analysis and tuning; use ITIL Service Management processes to reduce tickets; design and configure system management tools for monitoring.
* Technical Operations – Provide first, second, and third level IT support and troubleshooting; learn and support automation and self-service solutions; manage employee technology needs via Service Desk channels; prioritize incidents and escalate to 3rd level as needed; communicate effectively with stakeholders; participate in Incident, Problem, Change, and Cyber Security Management; engage in Problem Management; coordinate with Manufacturing Engineering and OT functions for IT needs; assist with complex IT projects; plan, configure, and deploy infrastructure; troubleshoot general IT issues; research fixes and perform post-resolution follow-ups; maintain knowledge of software and hardware; conduct vendor/IT infrastructure collaboration as needed; drive continuous improvement.
Qualifications
* Technical Competencies – Education: Associates Degree in a related field or equivalent experience. ITIL certification a plus.
* Experience/Technical:
o Minimum 3 years' experience supporting end-users and PCs, Windows network environments, telecommunications, cabling, network/telephony patching, and data center/comm room management.
o Strong skills in Windows OS and MS Office; experience with MS Active Directory; end-user computing hardware deployment and configuration; IP Telephony (e.g. Cisco Call Manager); networks with PC/LAN/WAN focus; video conferencing systems.
o Beneficial: Device Management (SCCM), Mobile Device Management (Intune), Windows Server, ITSM (Cherwell), Intelligent Process Automation (RPA), IT/OT convergence, IoT integration.
o Knowledge of ITIL framework; experience with technology vendors; ability to produce technical and procedure documentation.
Work environment and other details
* Decision Making Authority – Responsible for evaluating and participating in vendor selections and decisions to deliver on project commitments.
* Major Challenges – Changing priorities, deadlines, and a highly variable workload; influence the IT team and manage expectations across many customers/sites.
* Work Environment (USA) – Office work with occasional manufacturing/distribution environment; extensive computer use; occasional lifting up to 50 pounds; vision requirements; use of PPE as required by site rules.
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