IT Field Services Operations Technician - 24WW
Indorama Ventures Oxides LLC

Job Info

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Job Description:

Indorama Integrated Oxides & Derivatives is currently looking for an IT Field Service Technician to join our team in The Woodlands, Texas. In this role, you will participate in the day-to-day operation and support of IT Field Services and deliver IT service as a deskside support technician in The Woodlands as well as other associated Indorama IOD sites remotely where applicable. You will be responsible for end-to-end ownership of Service Requests and Incidents as part of team deliverance of IT service and support local business system applications and mission critical servers / infrastructure for the site (e.g., File & Print, Network, Phone System, Access Control Systems, local HR, etc.) in and outside of traditional business hours in conjunction with vendors in IOD IT Organization functional roles. You will fully contribute to activities that meet and integrate with Indorama IOD & IOD IT organizational requirements for quality management, health and safety, legal stipulations, environmental policies, and general duty of care and facilitate the IOD IT end user support processes in line with the Customer Service procedures ensuring high accuracy and quality information.

What will be expected from you?

• Provide remote and deskside support, acting as the point of contact for IT service requests and the resolution of incidents within agreed service level. Works with various "resolver groups" to close issues and reaches out to other IT departments where deemed necessary. Charged with capturing and recording high quality information and actions, monitoring their ticket queues, and responding timely to new tickets. Also tracks outstanding calls & work orders and will contact users informing them of call progress and escalations to the meet the Customer Focus objective.
• Serves as the primary focal point for escalation to IT managed service partners. Manages relations with vendors in IOD IT functional roles to collaborate and resolve escalated incidents and requests.
• Monitors the operational status of network components (routers, network switches, WAPs, etc.) via Solar Winds network monitor and takes actions on abnormal traffic behaviors / outages.
• Participates in broader IOD projects as appropriate (e.g., Acquisitions, disposals, major re-structuring projects, hardware refresh and projects raised by IOD IT teams).
• Leverages service desk best practices and process frameworks, such as ITIL to drive continual process improvement. Stays abreast of trends in service desk management, operations, technologies, sourcing, policies, procedures, and other external changes that could have an impact on service desk services.
• Provide local site training for user in standard desktop and local applications. Acts as a local representative for any Indorama IOD IT initiatives. Specifically, you will be responsible for any region-specific needs (global IT projects, vendor visits, local/regional controls, regional business development, regional issue escalation, licensing and asset management). Liaises with external support organizations or third-party suppliers (e.g., Dell, Zscaler, ATOS).
• Follows instructions and performs other duties as may be assigned by supervisor.
• Assists other employees in accomplishment of Indorama company goals.
• Participates in and completes company-required training programs.
• Participates in Environmental, Health & Safety initiatives as set forth by the company.
• Carryout all the following responsibilities on a regular basis:
  • Provide local language support acting on behalf of the call center agents as an integral part of the Service Desk function.
  • Provide technology support requiring more in-depth knowledge and expertise than "standard" for systems that have higher impact on the business (e.g., Access Control, HR, Financial Systems).
  • Performs as first point of contact for Site Management for all IT related issues/questions (if sole person onsite).

What are we looking for in the ideal candidate?

• Endpoint Management in an SCCM environment (imaging, deployment, and software push) knowledge.
• M365 Suite (Productivity Apps, Outlook & Teams, OneDrive, Sharepoint, M365 Mobile Apps) knowledge.
• Windows File Sharing and Print Services.
• Enterprise Antivirus Deployment & Support.
• Specialized Engineering Applications for Manufacturing Environments.
• VPN Connectivity & Related Technologies.
• SAP GUI Client Deployment, Configuration and Support.
• Support for industrial label printers (e.g., Zebra, BRADY, etc.)
• Networking Monitoring & Troubleshooting.
• Dell Data Protector Backup Solution or similar data backup services & appliances.

What can we offer you?

Indorama Ventures Oxides & Derivatives is a leading chemical intermediates and surfactants producer with a diverse range of products in growth markets such as home & personal care, agrochemicals, oilfield technologies, fuel & lube additives and more. The successful candidate will receive a competitive compensation and will be eligible to participate in a comprehensive benefits package which includes medical, vision and dental, basic life insurance, AD&D insurance, and 401k. Here, you can make an impact and make a difference. Come join us!

Additional Locations:

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