This position is a key member of the Global Information Technology End-User Computing team responsible for delivering IT services within the end-user computing environment and providing technical assistance to business users. This position is also accountable for triaging end user issues, as well as resolution of IT assets and office automation issues, including PCs, printers, mobile devices and networks. This position is based in Tessenderlo, Belgium and is an onsite position.
End-User Computing Support
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Respond to requests for technical assistance in person, via phone, electronically or otherwise.
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Log all IT interactions and maintain communication logs in ticketing system.
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Provide hardware/software support, including responsibility for MAC, Desktop, Laptop, Printer, Mobile Devices, etc.
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Research and resolve technical issues using global standard ticketing tool, and assist in problem analysis and reporting.
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Follow standard EUC procedures and best practices in arriving at issue resolution.
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Install, configure, and troubleshoot approved software as per Energizer guidelines.
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Provide Smarthands support for network and server teams, including providing onsite support, maintenance, backup and recovery of local network, server and voice communication resources.
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Provide white-glove support for VIP’s
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Identify and escalate situations requiring urgent attention through use of on-call list, team leadership, and other appropriate resources.
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Track and route problems and requests through to completion, providing timely updates when applicable.
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Provide PC user training.
Application Support
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Provide Stand-by support on rotational basis with other IT staff.
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Travel to site as required after hours to provide physical support for applications as required.
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Maintain understanding of applications and application landscape to be able to provide ad-hoc support.
IT Asset Management
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Manage PC/Printer Site Assets, including site maintenance of inventory for PC/Printers, management of PC disposal, management of network printer / queue, and physical PC and printer placement and moves.
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Coordinate with Purchasing for inventory refresh, and serve as site purchaser for peripheral devices.
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Maintain spare parts inventory.
Technology Solution Deployment & Enhancement
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Deploy and install physical assets, including determining local staging requirements, coordinating with business, and completing testing activities.
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Pro-actively review and refine current processes, make improvements as needed and ensure compliance with audit, statutory and corporate policies and standards.
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Complete assigned project deliverables.
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Stay abreast of industry trends and recommend areas of improvement.
IT Compliance & Audit
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Help drive and adhere to global IT policies and standards.
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Contribute to IT audits.
Required Skills and Experience
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High School diploma or A+ certification.
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6+ months of experience working directly with end users.
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Knowledge of desktop end-user technologies, including PCs, virus / malware protection, iOS, Android, MAC and Windows.
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Experience supporting office automation software and tools including MS Office.
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Desire to stay abreast of best practices and technologies that affect the business and ability to retain new skills.
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Advanced problem solving skills and the ability to develop creative solutions proactively.
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Demonstrated ability to multi-task.
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Excellent written and oral communications skills, including ability to document issues and resolutions.
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Excellent interpersonal skills and customer focus with ability to work collaboratively and deliver high-quality outcomes for IT and non-IT colleagues.
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Team player with ability to work independently in a distributed work environment with little direct supervision.
Preferred Skills and Experience
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Experience with large multi-national consumer products company.
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Experience in manufacturing environment.
