• Participation in IT initiatives that require site-level coordination, communication and/or implementation.

ESSENTIAL FUNCTIONS:
A. Deployment, configuration and 2nd/3rd level support of mobile devices, printers, PC/laptop hardware,
PC/laptop operating system and standard productivity software for internal IT users at locations within a geographic Zone.
B. Follow standard ITSM processes of Asset Management, Change Management, Incident Management,
Request Management, Problem Management and Project Management to serve internal IT users and drive high performance against operational metrics.
C. Share information about best practices with internal IT users to increase user satisfaction and productivity.
D. PC Lifecycle Management, including Provisioning, Asset Management and Disposal. May also assist with disposal of other IT assets.
E. Participate in application, infrastructure, security and OpEx initiatives and support activities as needed related to site infrastructure that requires physical on-site presence, interaction with site personnel and/or expertise about site-based IT systems.
F. Provide "smart hands" and eyes support for other infrastructure located outside of the Data Centers on behalf of the Infrastructure SME teams.
G. Assist with support of various site-based IT systems that are not supported by Enterprise IT teams.
This varies widely from site to site.
H. Particpate as part of a team related to trouble-shooting and resolution of larger IT System issues. May also participate in efforts related to Root Cause Analysis and Problem Management.
I. Indentify opportunities for process and technology improvement.
J. Liaison between IT and internal IT users to drive IT standards and assist with resolving serious IT infrastructure issues.
K. Influence IT budgeting, forecasting and spending for SIS and Site IT budget.

Qualifications:

Education, Experience and Certification Requirements:
• Bachelor's degree in progress or completed (business, technology, related areas)
• Experience in IT infrastructure support activities
• Advanced English (reading, writing, speaking)
• Availability to work in Porto Feliz and Valinhos
• CNH B
• ITIL, MCSA, or comparable certification preferred

Intermediate Level Knowledge of the following:
• Microsoft Operating Systems
• Microsoft Office Suite
• Endpoint Devices - PC, Laptop, Mobile Devices, PC Peripherals
• Other IT Infrastructure (working knowledge) - network, servers, storage, phone systems
• Miscellaenous Equipment used in manufacturing locations such as bar code scanners, specialized printers,
industrial PCs, RF Scanners, etc.
• Customer Service
• Use of ticketing system and meeting Service Level Agreements
• IT Service Management - Asset Management, Incident Management, Request Management, Problem
Management and Change Management

Skills:

• Intermediate level phone skills in order to provide support virtually.
• With minimal supervision of a supervisor or senior peer, participate in Merger and Acquisition activites such as
site closure, openening and relocation.
• Work environment ranges from office to manufacturing floor situations.
• May be contacted after hours for emergencies.