Customer IT Operations Technician

2 weeks ago

Bergen, Vestland, Norway Iron Systems, Inc Full time

Iron Systems, Inc is a leading provider of innovative technology solutions, committed to delivering exceptional IT services to businesses worldwide.

About This Opportunity

We are seeking a highly skilled IT Support Specialist to join our team. As an IT Support Specialist, you will play a key role in delivering exceptional technical support to our customers and ensuring the smooth operation of our IT systems.

Main Responsibilities
  • Technical Support: Respond to and diagnose complex hardware, software, and network incidents under general supervision.
  • Ticket Management: Prioritize and resolve customer and other team issues as soon as possible.
  • Incident Handling: Ensure that incidents and requests are handled according to customer Priority Metrics.
  • Escalation: As needed, escalate tickets to ensure timely resolution.

Key Activities:

  • Daily IT Operations: Maintain daily IT operations in Customer-owned locations to serve users' IT needs.
  • Server and Networking Support: Provide hands & feet support for Servers or Networking activities as required at the specified location/facilities.
  • Manufacturing IT Support: Support manufacturing-related IT equipment and applications as per SOP provided.
  • Remote Resolution: Assist the remote party with resolution by performing physical activity under direction (e.g. Customer Network Team).
  • Hardware Break/Fixes: Assistance with hardware break/fixes and vendor management (coordinating and ensuring service delivery).
  • IMAC Services: Installation, Move, Add, and Change (IMAC) of Customer IT Assets.
  • VIP Support: Generally involves providing tailored and proactive IT support to the VIP targeted and ensuring they feel comfortable with the audio-visual equipment and peripherals being used.
  • Conference Room Support: Support conference rooms, telepresence, network, internet, and voice services and equipment (e.g., audio/video, networking, and unified communications).
  • Non-PC IT Equipment: Management of non-PC IT equipment - maintain asset lists for non-PC devices, such as servers, printers, and phones. Respond to customers' requests for updates under the instructions and guidance of customer.
  • Purchase Assistance: Provide assistance in the purchase of non-PC IT equipment, including products and consumables related to IT. Receive goods using customer sourcing systems and following customer business policy & procedures.
  • Scanners and Printers Support: Support for non-PC IT equipment, such as scanners and printers, includes on-site triage and resolution recommendations. Customer will provide specific training and instruction if needed.
  • Mobile Phone Support: Mobile Phone Support – Triage, asset management, configuration, and support as required.
  • Special Events Support: Support for special events (Internal and External), recurring meetings, or after hours will be required on T&M chargeable basis.
  • H&E Aspects: Be responsible for H&E aspects, collaborate with Desktop related infrastructure projects, OT networks, security, and other systems under the guidance of end customer technical teams.
  • Linguistic Skills: The ability to speak English and the local language (basic).

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