Site Support Technician

Summary

This role applies advanced subject matter knowledge to complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems / projects where analysis of situations or data requires an in-depth evaluation of multiple factors. Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives. Leads and / or provides expertise to functional project teams and may participate in cross-functional initiatives. May provide mentoring and guidance to lower level employees. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients.

Key Responsibilities

• Participates as a member of and/or leads IT technical team or teams of support engineers on
  applications. Represent team(s) as liaison to the end users. Develop innovative team solutions to complex problems.
• Independently implements end- user or enterprise infrastructure/Application or services of significant complexity.
• Applies deep broad knowledge of technology and industry trends to operate and administer high risk critical infrastructure or software platforms and user groups of high complexity.? Demonstrates technical leadership and exerts influence outside of immediate team. May act as an Incident Life cycle coordinator or service delivery lead to provide resolution for complex issues.
• Integrates technical expertise and business understanding to create superior solutions for Company and customers. Mentors and consults with team members and other organizations, customers and vendors on complex issues. Contributes to strategic direction for teams.
• Independently resolves highly complex technical issues within a given technical area. Partners with members of a team and other IT teams as appropriate; leads technical team while resolving key issues.
• Identifies potential escalations and proactively alerts management; leads and escalates through L4. Proactively searches for issues and provides solutions to prevent problems from occurring in area of responsibility including patch management. Independently reviews and manages highly complex and high-risk changes to critical business systems.

Typical Education

Relevant Experience

Other Information

Strong verbal and written communication skills and technical leadership skills. Strong experience with infrastructure environments (e.g. operating system, hardware, data center, security, network, voice, end user and server / web related applications). Strong experience with business IT applications (e.g. supply chain, customer relationship mgmt, HR, finance). Strong experience in scripting and / or programming language. Strong experience with implementation, problem analysis and solutioning of infrastructure and business application environments. Foundational or expert knowledge and experience with Information Technology Infrastructure Library (ITIL). Web technologies. Exhibits a high level of initiative and integrity. Strong problem solving, priority setting, and collaboration skills. Good organizational and analytical skills. Possess creative ability, consulting skills, leadership qualities, credibility and self-confidence. Influencing skills and ability to work effectively in a geographically dispersed team. Demonstrated technical leadership skills. Ability to translate business needs into technical requirements and solutions.