IT Support Associate - Level II

Key Responsibilities:

• Location and Plant Responsibility : Based at Phaltan location, responsible for PCP1 plant.
• Device Management : Manage 150+ Non-CGD machines and 50+ Zebra printers.
• Working Hours : 9 hours per day, 6 days a week, with flexibility to work in any shifts.
• Desktop Support : Provide desktop support with 2 to 3 years of experience.
• Maintenance : Work closely with maintenance of hardware, software, printers, network, and IT support systems.
• Asset Tracking : Track asset details of Non-CGD machine printers and IT-related software and hardware.
• License and Documentation : Collaborate with CBS IT Team to maintain all license and support contract documentation.
• Technical Expertise : Hands-on experience with Windows/Linux environments.
• Network Security : Knowledge of network security practices and anti-virus programs.
• User Coordination : Coordinate with users for daily production issues, troubleshooting, and permanent solutions.
• Printer Support : Provide label printer support, including PRN file creation, new printer configuration, installation with SCADA, and troubleshooting barcode printer issues.
• Remote Troubleshooting : Perform remote troubleshooting and provide clear instructions.
• Problem-Solving : Excellent problem-solving and multitasking skills.
• CMES and Infrastructure Support : Experience in CMES and infrastructure support.

Qualifications:

• Education : High school diploma, certificate of completion of secondary education, or equivalent experience (to the extent such experience meets applicable regulations) required. Relevant industry training, certification, or equivalent experience preferred.
• Experience : 2 to 3 years of experience in desktop support.

Experience:

• Requires some work experience or intermediate level knowledge obtained through education, training, or on-the-job experience.

Skills and Competencies:

• Collaborates : Building partnerships and working collaboratively with others to meet shared objectives.
• Communicates Effectively : Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Customer Focus : Building strong customer relationships and delivering customer-centric solutions.
• Instills Trust : Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Manages Complexity : Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Optimizes Work Processes : Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Self-Development : Actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Situational Adaptability : Adapting approach and demeanor in real time to match the shifting demands of different situations.
• Incident Management : Maintains reported issues or requests assigned via the Incident Management system to log actions taken and track trends.
• Troubleshooting : Diagnoses and resolves customer-identified issues by utilizing appropriate department standards to satisfy customer expectations.
• Problem Solving : Solves problems and may mentor others on effective problem solving by using a systematic analysis process, leveraging industry standard methodologies to create problem traceability and protect the customer; determines the assignable cause; implements robust, data-based solutions; identifies systemic root causes and ensures actions to prevent problem reoccurrence are implemented.
• Values Differences : Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications:

• High school diploma, certificate of completion of secondary education, or equivalent experience (to the extent such experience meets applicable regulations) required. Relevant industry training, certification, or equivalent experience preferred. This position may require licensing for compliance with export controls or sanctions regulations.