IT Client Services Support Engineer
INEOS has an exciting opportunity for an IT Client Services Support Engineer to join our Composites business at our Columbus, OH location.
INEOS Composites is a global chemical business with sales volume of 320 kte and revenue in excess of $1 billion. The Composites business has 6 manufacturing operations in the US, 1 in Brazil, 4 in Europe, 2 in China along with offices and headquarters in Ohio, Barcelona and Shanghai. The Composites Business primary products include unsaturated polyester resins (UPRs), vinyl ester resins (VERs) and gel coats.
Job Objective
The primary objective of the IT Client Services Support Engineer will be to support INEOS Enterprises businesses and their users in all areas of IT operations across different locations. This position will focus on and be responsible for the planning, development, operations, maintenance and management of IT systems and applications. The Client Services Support Engineer will work hand in hand with Infrastructure & Application teams globally in a collaborative way, engaging with end users to resolve a wide range of IT related technical support issues; determining the nature of problems, diagnosing hardware/software incidents, providing efficient and timely assistance, and maintaining strong customer relationships.
Key Responsibilities of the position include, but not limited to:
- Configure, install, reimage, and maintain (break-fix) PCs, desktop phones, peripheral devices, mobile phones, and other technologies in accordance with INEOS Enterprises standards.
- Perform hardware and software upgrades as required. First level support for all local hardware infrastructure as needed.
- Responsible for asset assignment and tracking of computing resources and licenses.
- Resolve technical incidents that have been logged with the service desk application. Enter and update issues status when reported by the user. Adhere to ITIL framework during incident/problem (root cause analysis)/change management and to enable continual service improvement through service lifecycle.
- Ensure proper access is provided to users of systems. Adhere to governance guidelines at all times.
- Ensure all Group and Enterprise security initiatives, policies and procedures are implemented and followed fully across all businesses.
- Educate users on proper, effective, and efficient systems’ usage, train when assisting, and explain issues and solutions in a neat, understandable, and accessible language to the users.
- Assist with corporate project initiatives that will require onsite IT services and support. Types of projects would include tech refresh efforts, upgrades, and new technology rollouts.
Qualifications:
- Degree in business informatics or an IT related discipline
- At least 5 years of experience with focus on the full spectrum of desktop support
- Sound knowledge of IT infrastructure and application operations
- Strong service delivery and quality orientation
- Fluency in Microsoft Office 365 products
- Internet & Network Security (best practices, client firewall, VPN, anti-virus support)
- Proven processes to streamline support and implementations
- Software deployment (automation) is a plus
- PowerShell or other scripting knowledge is a plus
- ITIL framework & Service Desk best practices is desirable
- Hardware and Software Asset Management experience is a plus
- General SAP user support is a plus