Fso Engineer

Description:

FSO Engineer

Location: Covington VA_Onsite

Job Description:

ï‚· As a member of Customer’s IT Field Operations Group, you will be responsible for providing end
user application and hardware support, including PC workstations, printers/drivers, advanced
network and telecom troubleshooting, server support and level II resolution of incident tickets
while operating in a 24x7 manufacturing environment. 

ï‚· You will provide advanced desk-side support, interfacing with a diverse user community in a
variety of office, laboratory, and production equipment locations. This will include installation,
maintenance, troubleshooting, support, and control of critical technology infrastructure.
ï‚· In addition to your technical role in support of the administrative offices and production facilities at
the designated Customer location, you may also be called upon to provide support for other
regional locations as needed.
ï‚· As a Field Operations resource, you will establish, communicate, and implement customer IT
policies and standards to your team and local business partners. 

ï‚· Work closely with the IT enterprise organizations, including the Service Desk, to ensure proper
communication, escalation, and resolution of disruptions in the technology service delivery.
How you will impact Customer:
ï‚· Manage resource allocations and task assignments for local projects.
ï‚· Update of the support procedures as a document owner.
ï‚· Plan and participate in the mentoring of technicians to facilitate their development.
ï‚· Generate innovative recommendations and initiate technology change requests.
ï‚· Contribute in a project environment; both locally focused and enterprise-wide and may direct
others during short projects.
ï‚· As the IT Field Operations Sr. you will serve as the primary site contact with other technology
organizations and vendors and support the local business leadership team and users as the IT
site representative.
ï‚· In addition, you will provide hands-on support for Microsoft Windows and Apple operating
systems, smart phones, and wired/wireless network solutions.
ï‚· As the on-site 2nd-level support team you will be called on to perform analytical, technical, and
administrative work to aid in the ongoing support of technology assets in the enterprise, including
installing, maintaining, troubleshooting, supporting, and controlling critical business and IT
infrastructure and applications. 

ï‚· Engage with IT peers and teams from other sites to ensure adherence to standard processes. 

ï‚· Work in an ITIL-compliant, service management environment, maintaining both personal and
team SLA compliance.
ï‚· Troubleshoot complex hardware and software problems and create innovative solutions.
ï‚· Install common, standard, and complex software and hardware peripherals.
ï‚· Solid understanding of networking and the ability to utilize existing tools to test and troubleshoot
network issues.
ï‚· Ability to perform wi-fi site surveys utilizing existing tools.
ï‚· Assist with end-user questions, problems, and training.
ï‚· Configure complex, third-party, networked, and site-specific applications.
ï‚· Configure and troubleshoot Windows and iOS computing endpoints (PCs Tablets, VMUs, kiosks).
ï‚· Configure and troubleshoot Android, iOS, Windows, and Chromium OS mobile devices.
ï‚· Work with technology assets including single-user and networked desktop and laptop clients;
desktop and network printers, tablets, and vehicle-mounted devices, wired, wireless and telecom
networks.

ï‚· Correct implementation of the company’s processes and support and maintain IT servers;
network switches, cabling; process control clients; and other technology assets and solutions in
the computer rooms as needed.
ï‚· Participate in an on-call duty roster with a weekly rotation of 24x7 coverage as required by
business unit operations.
ï‚· Demonstrated ability to use problem management tool to research and document problem
resolution.
ï‚· Serve as the primary IT site contact with local business leadership and other technology
organizations as well as vendors.
ï‚· Manage local technology asset inventory.
ï‚· Provide guidance to local sites regarding IT asset acquisition and technology change requests
using the tools provided.
ï‚· Provide routine support for audio-visual collaboration and video conference systems.
ï‚· Provide direct technical support and documentation to users at all levels of the organization
(including VIP users).
What you need to succeed:
ï‚· Bachelor’s degree preferred but a technical school degree plus experience and technical
certifications is acceptable with a minimum of 5 years’ experience working in a production IT
manufacturing environment.
ï‚· Project management experience, training, or certification.
ï‚· Experience in managing a production-critical IT environment.
ï‚· Minimum 5 years proven PC/Windows experience.
ï‚· Minimum 2 years network and telecom support experience including moves adds and changes:
cabling, general device, and connectivity troubleshooting; punch-downs; cross-connects.
ï‚· Excellent problem solving, dispute resolution and interpersonal skills.
ï‚· Strong understanding of IT service management framework and a respect for the ITIL
Management Framework.
ï‚· Must have advanced experience configuring and troubleshooting personal computers, including
all aspects of hardware and software support in a Windows operating system environment.
ï‚· Network related discipline or certifications are a plus.
ï‚· Knowledge of Microsoft Office365, including Teams, Word, Excel, Outlook, and PowerPoint.
ï‚· Knowledge of Microsoft Support Tools, SCCM, WSUS and Active Directory concepts.
ï‚· Excellent skills in written/oral communications, including group facilitation, presentation, and
communicating across entire spectrum of an organization.