Pyramid Global Technologies | It Infrastructure And Cloud Engineer

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 channeling visibility of specific site needs and issues that require enhanced IT collaboration and creative solutions.Key Relationships : External Customers: Vendors / Suppliers, External Consultants, Managed Services agreementsInternal Customers: End-Users, Employees, Management, Site Supervisors, Site Contacts, Global IT TeamsDotted line reporting lines to regional IT Leaders and business partnersBehavioural Competencies : Excellent interpersonal & communication skills, with ability to relay technical concepts in non-technical mannerStrong customer service orientation, displaying professional standardsKeen attention to detail as part of delivering quality serviceStrong technical aptitude with intermediate IT skillsAble to work autonomously and follow directions as providedHighly self-motivated; actively seeks development opportunitiesStrong analytical and problem-solving skills, ability to identify and analyze key issues and provide innovative solutionsGood time management skills with the ability to multitask, effectively prioritize and work to deadlines in a high-pressure environmentDemonstrates a strong work ethic, initiative and diligence, even in challenging timesWorks calmly under pressure, to deadlines, whilst managing competing prioritiesWorks as part of a broad-based global team to collaboratively achieve common business goalsAbility to work in project and / or support roles, challenges the status quo and drives improvementTechnical Competencies : Education: Associates Degree in related field or equivalent experience.
ITIL certification a plus.Experience / Technical:Minimum 3 years' experience supporting end-users and PCs, Windows network environments, telecommunications, cabling, network / telephony patching, and comms room managementStrong skills in working with and troubleshooting Windows Operating Systems & MS Office suiteExperience & working knowledge of:MS Active DirectoryEnd-user computing hardware including deployment & configuration of new devicesIP Telephony solutions (e.g.
Cisco Call Manager)Networks with special focus on PC, LAN, and WAN inter-operations.Video Conferencing SystemsBeneficial if having experience in any of the following areas:Device Management (e.g.
SCCM)Mobile Device Management (e.g.
Intune)Windows ServerITSM Management (e.g.
Cherwell)Intelligent Process Automation (RPA)IoT and Edge Computing Operational Technology (integration with IT)Knowledge of ITIL Management FrameworkExperience working with technology vendorsProducing technical & procedure documentationCore Accountabilities : Vendor Management:Assist both technology vendors and internal IT Technology teams (e.g.
server, network, telecom) to deploy, install, integrate, upgrade, or decommission remote site IT hardware or software.Strategy:Subscribe to and promote IT policies, health & safety standards, and IPL Group ValuesUnderstand IT vision and translate this to end device and app delivery servicesProvide end-to-end expert guidance on how to manage end device and app delivery services across IT landscape influencing priorities and decisions across the organizationReview, select, and implement emerging / innovative technologies that optimize, secure, enhance, and simplify end user computing and the delivery of applications, user profiles, and data to end devicesSupport further development of IT / OT convergence principles achieving improved architecture, standards, and governance over time.Support cyber security strategy and initiatives through ongoing security operations and cyber security projects.Service:Initiate, lead, and execute on IT activities related to end device and app delivery servicesSupportive of emerging technologies and capabilities, including IoT, Edge Computing, Cloud enablement, Process Automation, Visual Management, and Data Analytics.Technical analysis and performance tuning of hardware, software, networks, virtual systems, end device solutions, and application delivery solutionsUse ITIL Service Request, Incident, Risk, Problem, and Change Management principles to complete and reduce tickets in the ITSM toolDesign and configure system management tools to provide monitoring and management of key business systems.Technical Operations:Provide first, second, and third level IT support and troubleshooting of end-user technology solutions within assigned geographic region, and as required, across the global business.Learn and support automation and self-service solutions including Intelligent Process Automation.Manage employee technology needs and issues by interfacing through Service Desk phone, email and walk-up while doing so in accordance to the governing SLA's.
Doing this in a courteous manner and ensuring all Incidents & Service Requests are recorded in the ITSM tool.Prioritize incidents and service requests, and ensure the timely escalation to 3rd level support groups to enable resolutions within SLADemonstrate excellent inter-personal skills and effective communications with supervisors, managers, and field staff in order to exchange information and provide superior customer service.Effectively participate in Incident, Problem, Change, and Cyber Security Management processes, ensuring that business operations' risk and impacts are minimized, and any actions taken within these processes are properly documented and tracked through to final resolution.Engage in Problem Management by tracking and analyzing commonly encountered problems and providing proactive communications on remediation steps to the broader IPL user community.Coordinate with Manufacturing Engineering, Turnaround, Process Control, and Operational Technology functions when required for IT needs or issues, including cyber security.Assist with and manage complex IT projectsPlanning, configuration, and deployment of infrastructure and networking equipment under the direction of project managersTroubleshooting to the best ability any general computer issues such as LAN, WAN, printer, security, internet, operating system, productivity software, and other IT issues in order to resolve technical incidents, administration, and service requests in an efficient and effective manner.Research and test fixes to ensure an incident has been adequately resolved, and perform post-resolution follow-ups to help requestsIdentify and learn appropriate software and hardware used and supported by the organizationConduct research to understand and provide creative solutions for complex problems faced by employees in field and remote officesChallenge the status quo and drive improvement in both process and technology.Decision Making Authority : This position will be responsible for evaluating and participating with vendor-selection processes, for decisions required in order to deliver on project commitments.
Major Challenges : Changing priorities, deadlines and highly variable workload.
Influence the broader IT team to improve working together, manage the demands and set expectations of many diverse customers and sites.
Work Environment and Physical Requirements (Required in USA) : Work primarily in an office environment, and on occasion, in a manufacturing or distribution environment as required.
Long periods of computer and office machine use.
Requires sitting, stooping and kneeling for filing, use of hands and fingers, ability to talk and hear.
The employee is occasionally required to walk short distances.
The employee may need to occasionally lift and / or move up to 50 pounds / 22.5 kg.
Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
Ability to wear and care for applicable personal protective equipment (such as, safety glasses and shoes, respirator, hard hat and ear protection, safety harness) as required by site specific requirements.
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