Site Operations Specialist

vor 2 Wochen

Hannover, Niedersachsen, Deutschland Cochlear Vollzeit

Job Summary

Cochlear is seeking a skilled Site Engineer to provide technical support for all site-related operations, procedures, and projects. As a key member of our team, you will be responsible for ensuring organizational efficiency and effectiveness.

Key Responsibilities

  • Organize and maintain all site-related operations, procedures, and small projects to ensure operational IT continuity.
  • Collaborate with the Global Service Desk and other Global Site Service, Applications, and Infrastructure teams to deliver and maintain support to the site.
  • Build local trusted relationships and maintain regular communication with end-users through the use of IT Service Management toolsets, IT processes, and policies.

Your Important Part in the Organization

  • Customer Service Delivery
    • Provide prompt 2nd Tier support to end-user incidents and requests to resolve operational problems, hardware, application, and software support.
    • Provide 2nd Tier IT end-user support and work collaboratively with relevant teams or customers to meet agreed SLAs and standards.
    • Understand relevant data and metrics for your region and use this data to identify improvement opportunities and benchmark performance.
    • Provide technical support and insights regarding system issues, in accordance with Cochlear internal policies and procedures.
    • Identify trends in the environment and look for ways to remediate on an ongoing basis.
    • In accordance with the Global Information Technology ITIL strategy, align to the Incident Management and Request Fulfilment processes.
    • Monitor incidents and problems and provide regular status updates to customers.
    • Provide advice on the use of Cochlear-provided assets and systems where required.
    • Provide IT induction training to new employees.
    • Have a good understanding of Service Level Agreements between different stakeholders and follow escalation procedures to ensure minimal breaches in these service levels.
    • Install and configure software within established standards and guidelines.
    • Resolve and act as the escalation point for all IT operations activities within the sites owned by the resource.

You Bring Your Skills and Experience

  • At least 4 years of relevant IT Service Support experience based on the ITIL framework.
  • MCSA or MCP or similar work experience.
  • Strong technical background in the client-side of the Microsoft O365 Suite.
  • Good knowledge of mobile devices and technologies to support the management of them.
  • Understanding and exposure of hybrid working environments that contain the use of the ITIL Framework and Agile methodologies.
  • Good knowledge of networking, server, hosting, common applications, software, basic scripting, and security concepts within the IT space.
  • Ability to operate effectively within structured frameworks to deliver high-quality work and accurate reporting on performance and service delivery.
  • Understanding of operational management onsite pertaining to facilities, including structured cabling, UPS, and local comms room availability.
  • Understanding and support of meeting room technologies.

Desirable Skills and Experience

  • More than 5 years of IT Service Support experience in hybrid ITIL/Agile environments.
  • Strong knowledge of Microsoft Technologies.
  • Grasps the importance of security concepts and adherence to the protection of data and associated processes and policies within global organizations.
  • Acts locally but understands impacts and alignment to global standards.

Requirements

  • ITIL V4 Foundation certified.
  • This role will sometimes require working out of hours, including evenings and weekends, to deliver on project and support initiatives and may also require occasional travel to support the wider group in the implementation of initiatives or to backfill other team members.

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