Emerson Enterprise IT offers a standard, centrally managed Client and Security operations environment to Emerson locations that opt to participate in the service.
This associated operational role is key within Emerson IT Infrastructure, supporting, deploying and expanding the client strategy and security posture, with the following main operational responsibilities in an ITIL-inspired organization
Management and deployments of the globally installed equipment base. Includes resolving operational Incidents, fulfilling customer Requests, and performing approved Changes and maintenance on the client assets
Assist project and acquisition teams with deploying associated services to new and existing Emerson locations
Provide Enterprise-scope patching for PC Endpoints aligned to Enterprise Security policies
Execute Emerson-wide or specific scope software deployment projects
Create and maintain up-to-date required Client & Security operating procedures and documentation
Prepare and submit Root Cause Analysis reports for Severity 1 and 2 Incidents
Ensure adhesion to SLA’s by a strong focus on automation and service improvement, working together with USS ( Local IT) , Workforce productivity, other Global Operations teams, and others as required
Create, deploy and maintain Software packages for usage at Enterprise level using the existing framework
Continual Service Improvement : Collaborate and actively feed-back to the Design Team and Management in order to develop and improve supported solutions and design
Apply defined Security and Compliance policies, software, patches and regularly check their enforcing mechanisms are correctly applied
Coach USS (local IT) , new members of the team, and interns on Client and Security Operations team as needed
Education to degree level or equivalent, but experience may be considered in lieu of formal education
Minimum 3-5 years’ experience in a Desk Side Support (which also includes IT users support) or an Operation function role, preferably in a large Enterprise environment
ITIL certification or equivalent awareness is beneficial
Language knowledge : must be fluent in business English (speaking / writing), other languages especially Romanian, Tagalog and Spanish are an advantage
Specific Skills & Experience PC Hardware and software knowledge Microsoft Windows (Server / Client) and Office basic administration skills Scripting skills (PowerShell, VBS) knowledge Experience with service desk ticketing systems.
Effective communicator Able to manage challenge of daily remote communications through multiple tools (Instant messaging, email, phone, project management interface).
Excellent verbal and written communication skills
Willing to travel for short periods of time
Strong analytical capabilities and demonstrated problem-solving skills
Flexible attitude towards working hours