Descripción del Empleo
SUMMARY: Responsible for keeping the Tijuana site's computer equipment up and running, while working with the rest of the IT team on common needs, ensuring day-to-day operations that respect the group's governance, as well as provide support to production teams, ensure proper documentation of processers and identify all the needs and areas for improvement for IT in the Tijuana site.
o Local & remote support to users at the factory and office level, worldwide.
o Prioritize, estimate, and plan the resolution of customer and user requests.
o Maintain monitoring of user service indicators and make recommendations for improvements.
o Identify and escalate situations requiring urgent attention.
o Ensure proactive follow-up to make sure that the user knows the status of their individual problems, by providing updated communications to include estimated timelines of resolution.
o Ensure support and follow-up of partners or other resources of our various remote sites.
o Enforce IT standards and educate employees about compliance issues.
o Focus on existing systems to improving process.
o Ensure security regarding group’s guidelines and our certification (CTPAT)
o Report regular way to improve service
Act as a guardian of the efficient functioning of the computer environment:
o Install, configure and troubleshoot workstation and printer problems to support users.
o Install, configure and troubleshoot servers and network problems to support operations.
o Solve problems related to software, hardware, computer, server and security.
o Maintain the proper functioning of systems by making the necessary updates.
o Automatize what is possible.
o Write and improve installation, configuration and troubleshooting procedures.
o Propose process and system improvements and actively participate in the evolution of the department.
o Be able to manage project under your responsibility.
o Act proactively to propose and solve recurring issues.