Your role and responsibilities

In this role, you will have the opportunity to support the organization’s vision and strategic direction. Each day, you will apply IT knowledge and expertise to help solve complex technical or professional activities. You will also showcase your expertise by being a key resource, a definitive source of knowledge about services and solutions, to contribute your expertise to enhance organizational efficiency.

The work model for the role is: Onsite

ROLES & RESPONSIBILITIES

Core Responsibilities

• Involves and proactively supports the installation, management, maintenance, and optimization of the service for their own area of responsibility and cross-functional processes related to IS services.

• Takes action to ensure targets are met within established safety and quality procedures, corrects malfunctions, and calls on other experienced colleagues and external resources to ensure services are delivered proactively.

• Identifies, consolidates, and reports any inefficiencies or improvement opportunities.

• Reviews requirements and specifications and identifies those that require action within their scope of responsibility.

• Installs and tests new versions and investigates and coordinates the resolution of potential and actual service problems.

• Prepares and maintains operational documentation for the system services and advises on the correct and effective use of the services.

• Delivers (when involved) the IS solution/service according to agreed Service Level Agreements (SLAs), on time, within budget, and as per quality standards.

• Diagnoses faults and records and reports the results of tests.

• Adapts to IS systems and technology to reflect changes in their own function.

• Works closely with suppliers providing a part of the service and validates suppliers’ performance in accordance with contract terms.

• Engages proactively with suppliers to resolve incidents, problems, or unsatisfactory performance and implements supplier management related service improvement initiatives and programs.

• Monitors and reports on supplier performance and customer satisfaction.

• Responsible to act in compliance with corporate IS regulation and policies, ABB regulations and guidelines, and with any other internal control regulations that may be assigned.

• Assesses the ideas for efficiency improvement and value addition and decides based on their technological, financial, and functional feasibilities.

Qualifications for the role

• Bachelors degree and 2 years of experience OR Associates degree and 4 years High School Diploma/GED and 6 years of experience.(Required)

• CompTIA A+ certification (required); additional certifications such as Network+, Security+, or Microsoft certifications are a plus.

• Deliver exceptional customer service by building positive relationships, actively listening to end users, and ensuring every interaction results in a professional and supportive experience.

• Provide end-user support for PC crashes, password resets, SAP access, Office 365, connectivity issues, internet services, wireless networks, printers, labeling software, and multifunction devices with a strong sense of urgency and prioritization.

• Experience collaborating with network and infrastructure teams to support system changes, testing, equipment deployments, and technology improvements in a fast-paced environment.