Basic Function

Roles & Responsibilities

• Coordinate onsite infrastructure projects under the direction of project leadership
• After hours and off shift duties to include infrastructure assignments
• Perform analysis and diagnostics of problems and implement corrective solutions for end users.
• Provide on-site or remote technical support services for end users and act as next level escalation point which are not first call resolved through the IT Service Desk.
• Install, configure, test, maintain, and troubleshoot end user workstations, IP Phones and related hardware and software.
• Assist with server, network and audio/video equipment installations, troubleshooting and movement of existing equipment of these types when necessary.
• Assist with troubleshooting mobile devices for on-site and/or travelling users.
• Escalate unsolved issues/problems to tier 3 support team.
• Document the situational facts, activities, communication and agreements during troubleshooting activities.
• Coordinate third party vendors for on-site maintenance and/or incident visits.
• Execute end user workstation, IP Phones and related hardware lifecycles.
• Assist with server, network and audio/video equipment lifecycles.
• Manage equipment inventory and keep administration of all equipment, their location and status.
• Perform physical asset validation.
• Educate others on IT best practice procedures.
• Coordinate and perform end-user training for special IT projects.
• Represent IT to the business for delivery of IT services at our sites.
• Communication and coordination with the business regarding IT cost transparency and potential savings
• Work assigned shifts and off-duty, on-call shifts as required.
• Participate in small/short-term projects supporting business activities, technology upgrades, rollouts, etc.
  

Essential Functions

Champion the IT support model for standard computing devices.

• Ensure all incidents and requests from assigned sites are captured in the corporate service management system.
• Follow and champion corporate procedures for escalation of unresolved incidents/ requests to the appropriate internal IT teams.
• Engage and manage external partners to provide optimized last mile support for time bound incident response, and forecasted IT projects. (i.e. Server and network upgrades with limited remote support from Corporate IT groups)
• Provide timely and accurate updates to hardware assets using corporate service management system.

Deliver enterprise level IT services to internal customers.

• Take ownership, manage and prioritize all IT issues for assigned customer base in a geographical dispersed region from the first report to the final resolution.
• Maintain a high level of communication with the customer to include prompt and accurate information on the status of their incident/request.
• Provide detailed instructions to the client via phone, email, and chat, until their incident has been resolved.
• Be self-directed and highly motivated to meet the needs of a demanding customer base across a geographically dispersed region. (Travel between regional company sites required based on region working in.)
• Facilitate knowledge transfer/ training sessions with the customer. (One on one and with new hire orientation and rollouts of new products to customer.)
• Identify and resolve gaps between user and support organizations that inhibit the optimization of the end user computing environment. (For both immediate workaround resolutions, and to assist in root cause analysis)
• Represent the customer base to ensure quality issues with IT offerings are being tracked, prioritized, resolved, and incorporated into future IT systems and platforms.
• Champion the creation of Knowledge Base articles to facilitate first call resolution by the Service Desk / Global Field Services teams.
• Utilize and champion the LyondellBasell process for engaging the Product Teams for advanced support and guidance. Facilitate connecting Product Teams and Manufacturing Site Partners with the customer.
• Basic understanding of Manufacturing processes and familiarity of associated safety and risks

Collaborate at a high level with peers and other IT teams to ensure a consistent approach to incident and problem resolution is maintained throughout the organization.

• Ensure the Field Services Technical Support Manager is updated on a regular and consistent manner on local activities and issues.
• Author knowledge base articles, IM with others in IT, and create post incident reports.
• Stay current on industry offerings for providing optimized local and remote end user support. Must be able to identify process improvements.
• Facilitate knowledge transfer sessions with other Global Field Services team members.

Min. Qualifications

Preferred Qualifications

• Experience in a manufacturing environment
• Experience with Office 365 strongly preferred
• ITITL foundation

Competencies