Job Summary
The primary function of this position is to provide customer support, and ensure compliance with all of Eaton's policies and procedures with minimal supervision. Our customers include all of Eaton's users (local and remote). Day to day IT ownership for customer experience, ensuring fast and quality restoration of site IT service interruptions.
What You'll Do
Tools/Technology
- Deployment, configuration, and support of in scope applications for end users.
- Under supervision, participate in trouble-shooting and resolution of larger IT issues.
- Local hands and partnership with site, feet on the ground support to other IT teams with technology.
Process
- Follow IT Service Management (ITSM) processes:change management, incident management, request management, problem management, and project management to serve end users and maintain high levels of performance in achieving service level agreements.
- Participate and update in the annual refresh of IT disaster recovery plan, as well as walkthrough of plan with stakeholders if required.
- Participate in application, infrastructure, security, operational excellence initiatives, and support activities as needed.
- Assist in efforts related to root cause analysis and problem management as needed.
- - Adhere to Lean Daily Management (e.g. 5S - clean workplace initiative, RCA)
- Participate in the Risk Assessment & Profit Planning Process.
- Participate in internal audits related to IT processes, procedures, software, and systems.
- Adhere to company policies and procedures always, including, but not limited to: ethics, data protection, information security, human resources, and compliance policies and procedures. Protect both Eaton's physical and information assets.
People
- Liaison between IT and users to drive IT standards.
- Share information about standards, policies and best practices with end users to increase user satisfaction.
Qualifications
Associate degree or high school diploma plus 2 years IT experience required. May vary by Region
2 years of relevant IT service delivery experience
Years and experience required in role: 2- 4 years of experience.
Technical Skills
- Intermediate knowledge of MS Windows Operating Systems
- Intermediate knowledge of MS Office Suites - PowerPoint, Excel, SharePoint, Outlook
- Intermediate knowledge of other IT infrastructure network, servers, storage- Ability to adapt and learn; to support complex IT environments that may contain various operating systems, desktop, network, phone, and mobile technology
- IT Service Management (ITIL) -Incident Management, Request Fulfilment, Problem Management, and Change Management
Soft Skills
Excellent customer service and communication skills
- Ability to relate well to people at all levels of the organization
- Buddy/training of Analysts
- Communication-SelfMotivation-Leadership-Responsibility-Teamwork-Problem Solving-Technical Agility -Ability to Work Under Pressure-Time Management-Flexibility-Agile Mindset
