Title:  IT Site Support Specialist II

POSITION SUMMARY:

Provides support for hardware, software, network and system  server, issues encountered by users  using their personal computer, laptop, monitors, keyboards, printers,  wireless scanners and  printers, mobile devices, wifi access and other peripherals, etc. Provide  some L2/L3 system support for AE Infra (Server and Infra) when required.

RESPONSIBILITIES:

1. Receives, responds to, troubleshoots, and corrects IT related technical problems from internal customers.
2. Tracks PC problems and resolves them in a prompt and courteous manner.
3. Logs, monitor, resolve and close tickets in the Service Desk Tool.
4. Directs advanced technical problems to the appropriate resource when necessary via helpdesk platform.
5. Works on software installation, update, and configuration as directed by PC Coordinator(s).
6. Works on the installation, configuration, and placement of new PCs, as well as assisting with the PC roll-down process.
7. Works on the maintaining, configuration of computers, printers, switches, servers, copy machine, etc.
8. Works on the updating support information such as PC inventory, PC Loaners, IT assets etc.
9. Assists with training for new hires and internal customers.
10. Works with Managers and Leads to determine daily/weekly priorities and to troubleshoot advanced technical problems.
11. Evaluate and purchase IT equipment and network systems, etc., including computers, printers, network equipment, instruments, etc.
12. Adhere to organizational requirements on quality management, health and safety, code of conduct, legal stipulations, environmental, 5S policies and general duty of care.
13. Closely work with IT vendors and suppliers in close coordination with the Purchasing Team
14. Closely assist and coordinate with users on their IT support  and other IT requirements including manufacturing system applications, equipment, IOT, PLCs etc.

WORK ENVIRONMENT

• Location: AE Manufacturing Site.
• Works in a standard office environment and uses general office equipment (PC, telephone, copier, fax machine, etc.).
• Spends much time working directly with server equipment, printers, and network equipment.
• Works under limited supervision.       

QUALIFICATIONS:

• Microsoft Windows operating Systems, outlook, Office.
• Microsoft Active Directory mainly include domain account & DHCP maintaining.
• Local and network printers(or multifunction) configuration and trouble-shooting.
• Wired and Wireless LAN configuration and installation.
• Mobile Smart devices installation and configuration(IOS or Android).
• Networking skill: DellServers, VXrail, Nutanix, Cisco 9300 switches, VOIP(Cisco). APs
• Laptop and Desktop ground up setup, deployment and repair.

EXPERIENCE:

Essential:

• Proficient in English (oral and written communication).
• Minimum 2 years of LAN, Network, Servers and PC experiences.
• Good analytical trouble-shooting skills.
• Good problem analysis and solving techniques.
• Must be patient, customer focus and customer service orientated.

Desirable:

• 2 year plus years experience working with both networking and Micorosoft systems. 
• 2 years supporting Active Directory and servers  in a production environment.
• Experience in using Srvice Desk Tool such as Service Now.
• Wired and Wireless network design and implementation

EDUCATION:

Essential:

• Diploma or Bachelor Degree in IT related field.

Desirable:

• College or Bachelor's degree in Information Technology Field with MCP, MCSA, MCSE, MCITP, CCNA. ITIL Certification.