常熟招聘

SUMMARY:

The Infrastructure Services Manager is accountable for the infrastructure framework and support activities for our Changshu plant. In addition, this role will take guidance and adhere to the policies and standards set by the corporate headquarters infrastructure team in Rolling Meadows, IL. The appropriate RTC standards that will be implemented across all sites. We will work to centralize vendor contracts and improve our toolset and infrastructure around the globe. This position is responsible for supporting incident management systems, establishing and achieving SLAs, escalating issues to tier 3 (internal or external vendors). This role should be able to take the leadership role for the infrastructure team and become the primary liaison with our customers. This will require excellent communication skills and superior customer service focus. This position is a hands on role and will require hands on support for trouble tickets items.

ESSENTIAL DUTIES:

- Support of technical environment, including phone systems, network, servers, workstations, printers, firewalls, email, manufacturing equipment interfaces, databases, cell phones.

- Contract ownership with local vendors

- Managing accurate license agreements and renewals, under guidance from corporate.

- Managing cell phone contract, settings and support, under guidance from corporate.

- Manage and oversee 100% of the IT requests and problems. Handle escalated issues.

- Handle support tickets for PC, Mac, Novell, Printer, security

- Hands on leader

- Continuous monitoring of outstanding issues.

- Manage team and schedules to provide appropriate coverage.

- Establish measure and track KPIs and SLAs.

- Monitoring of local issues that may impact fault tolerant solutions.

- Manage hardware/software inventories.

- Manage request of onboarding resources and tracking equipment requests.

- Coordinate the onboarding of staff with their IT needs.

- Adhere to RTC corporate standard policies and procedures

QUALIFICATIONS:
- 4-6 years experience with WAN/LAN experience

- 3-5 years experience supervising and managing service desk related teams

- 5-7 years experience providing hands on support

- Experience with Windows OS; Mac; package software solutions

- Experience with workstation support, including printer, email, security

- Managing mobile devices, under guidance from corporate

- Knowledge of best practices regarding information security, mobile device security.

- Coordination and governance of local hardware/software purchases, under guidance from corporate

- Experience managing a ticketing system for a Service Desk

- Very strong and expert level customer service skills

- Excellent interpersonal, written, and oral communication and presentation skills.

- Highly self-motivated and directed, with keen attention to detail.

- Effective staff management and development

- Excellent writing and verbal communication skills

- Excellent customer service focus and analytical problem solving abilities

- Bachelor’s degree in computer science or an equivalent

阿缇希展示架 (常熟) 有限公司是一家新成立的外商投资企业，其合作伙伴为众多的世界品牌及零售商，目前在常熟创立其第一家制造企业，也是世界级的，以卓越品质为驱动的木工和金属加工企业。