The primary function of this position is to provide site support, support device lifecycle management, and ensure compliance with all of Eaton's policies and procedures with no supervision. Our customers include all of Eaton’s users (local and remote). Day to day IT ownership for site(s), site health & site customer experience, ensuring fast and quality restoration of site IT service interruptions. Leads global improvement initiatives.
Tools/Technology
Deployment, configuration, and support of hardware client operating systems, and productivity software for end users.
Hardware support includes online PCs, PC peripherals, PC non-networked, OT Systems (I4.0), hand scanners, printers, switches, wireless access points, virtual machines, UPS, R&D Labs, and mobile phones.
Assist with support of site-based IT systems.
Participate in trouble-shooting and resolution of larger IT issues.
Local hands and partnership with site, feet on the ground support to other IT teams with technology.
Process
Follow IT Service Management (ITSM) processes: asset management, change management, incident management, request management, problem management, and project management to serve end users and maintain high levels of performance in achieving service level agreements.
Responsible for annual refresh of IT disaster recovery plan, as well as walkthrough of plan with stakeholders if required.
Participate in application, infrastructure, security, operational excellence initiatives, and support activities as needed.
Responsible for efforts related to root cause analysis and problem management as needed.
Provide input on IT process to support the manufacturing equipment.
Adhere to Lean Daily Management (e.g. 5S - clean workplace initiative, RCA, Gemba)
Participate in the Inventory, Risk Assessment & Profit Planning Process. Influence budgeting, forecasting, and spending for IT infrastructure.
Ability to draw conclusion from complex data sets to improve a metric or effort. Can present solutions and drive the improvement from data analysis.
Participate in internal audits related to IT processes, procedures, software, and systems.
Adhere to and be an advocate of company policies and procedures always, including, but not limited to: ethics, data protection, information security, human resources, and compliance policies and procedures. Protect both Eaton's physical and information assets.
People
Assist IT peers and influence customers to drive IT standards. Advocate, influence, and assure compliance to IT standards and policies. Share information about best practices with end users to increase user satisfaction and productivity.
Ability to assist a technical team with no supervision.
Ability to provide a level of support and guidance on escalated or complex issues to the technical team. Seen as 'go to' person. "
