Site Operations Specialist
vor 15 Stunden
Cochlear is seeking a highly skilled Site Engineer to join our team. As a Site Engineer, you will be responsible for providing technical support and ensuring the operational IT continuity of our sites.
Key Responsibilities- Organize and maintain site-related operations, procedures, and small projects to ensure IT continuity.
- Collaborate with the Global Service Desk and other teams to deliver and maintain support to the site.
- Build local trusted relationships and maintain regular communication with end users through IT Service Management toolset, processes, and policies.
- Provide prompt 2nd Tier support to end user incidents and requests to resolve operational problems, hardware, application, and software support.
- 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.
- Monitor incidents and problems and provide regular status updates to customers.
- Provide advice on 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.
- At least 4 years of relevant IT Service Support experience based on ITIL framework.
- MCSA or MCP or similar work experience.
- Strong technical background in 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.
- Minimal mastery of key team competencies:
- Achieves Outcomes
- Customer focused: Displays a positive, collaborative, and flexible approach to understanding business requirements and meeting customer needs.
- Accountable and able to work autonomously and as part of a regional and global team.
- Analytical in approach and communicates in language that is simple for end users to understand.
- Strong Written & Verbal English Skills.
- Provides Problem-solving and independent thinking skills while being a strong Team player in a regional and global team.
- 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 the adherence to protection of data and associated processes and policies within global organizations.
- Acts locally but understands impacts and alignment to global standards.
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 implementation of initiatives or to backfill other team members.
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