IT Service Engineer

• IT Customer service
• IT software/hardware troubleshooting
• Being able to work independently

This will be through the end of the year with potential budget with the HQ based in Switzerland. The company is a NASA Contractor that builds propulsion/satellite systems.

The position is located in Trinity, AL (Across 565W towards Decatur. Once across the bridge entering Decatur, turn right and head towards Tirnity, AL. The facility is along the Tennessee River approximately `10-15 minutes past bridge in Decatur).

The rate is open for discussion.

Job/Position Title: IT Field Service Engineer Reports To: US IT Manager and in dotted line to IT Service Manager Organization: Infrastructure & Operations (RIOII), IT & Procurement, Support Functions Competence level/Grading (Aon, IPE) If applicable: E Job Summary / Principal Purpose of Role (Why does this position exist within the organization? Summarize in 1-3 sentences.) The IT Field Support Engineer will be part of the Field Service Team being responsible to support the business on the daily usage of all the IT services, maintaining a direct relationships across the business and tech enterprise teams, being responsible for the stability of the IT equipment ensuring the service remains stable, performant and operational. The IT Field Support Engineer will work in close collaboration within the Beyond Gravity Service Delivery & Support organization and across Tech Infrastructure & Operations functions to limit the operational and revenue impact by reducing the Mean Time to Detect (MTTD), Mean Time To Respond (MTTR) and Mean Time to Root Cause (MTTRC) on IT Incident and Problem tickets. The role holder will be an energetic, structured, and detailed individual who has a strong passion for problem solving driving continual customer focused service improvements, service excellence, business and technology change. Reporting directly to the FSE Leader, this role will be a key part of the Service Delivery Team, ensuring our technology solutions and in life Service & business processes are fully aligned and contribute to the vision and strategic direction of the organization. Job Responsibilities / Key Accountabilities (List the 8-10 specific responsibilities, key accountabilities, or functions which cover various aspects of the job. Start each statement with an action word, e.g. Leads, Advises, Develops, Achieves, Directs, etc.)

• 1st and 2nd level support for Windows-based user applications
• Handling incoming support requests from end users (=tickets)
• User management - permission management of several systems
• Asset management: care of employees regarding their IT workstation equipment (hardware), Mobile Phones

and IT Accessories

• Support for IT stock - Inventory Management Control.
• Control and oversee ordering inventory, storage of inventory, and control the amount of goods
• Update the CMBD record file
• Support and Maintenance of the network infrastructure
• Support of telecommunication systems (MS Teams, legacy telephony)
• Support regarding the office relocations (warehouses, new offices - network, switchers, installations)
• Collaboration on IT projects throughout the life cycle of IT infrastructure/organizational programs
• Reading error codes flashed up on the device
• Swapping out hardware
• Tracing faults using diagnostic devices and software
• Upgrading components
• Assisting the support staff of other service-providers
• May require some staggered shifts

• Completed technical education with a focus on IT or equivalent work experience.
• Years of experience: Intermediate, typically 2 to 4 years of applied skills and experience
• Work experience in a similar role with a focus on technical support and help desk.
• Good knowledge in the areas of network technology (LAN, WAN, Wifi, DNS, DHCP….) and server landscapes,

Soft- und Hardware, AD, Client-Infrastructure

• Knowledge of Windows operating systems (desktop required, server desirable) and MS Office
• Familiarity with iOS, and Android operating systems in order to provide best-effort support to End users using

related devices.

• Working technical knowledge of Windows operating systems to allow for resolution of issues, or full rebuild of

the PC using client specific documentation provided by the client.

• Working technical knowledge of Microsoft Office Products, antivirus products, desktop services to allow for

resolution of software application issues.

• Solution oriented approach and team player
• High operational readiness, problem-solving competence, and proactivity
• Excellent Native and Good English skills (Conversational local language (English, Swedish, Finish, Hungarian,

German).

• Nice to have: Completion of required training and certifications or have equivalent work experience at a

minimum of 3 years to perform warranty hardware repair of HP and Dell devices including warranty parts ordering, repair/replacement, and defective part return.

• Distinctive service and customer orientation
• Teamwork, experience in working with remote teams, communication skills with internal and external

stakeholders.

• Ability to utilize provided knowledge article to resolve issues with specific applications/knowledgebases.
• Customer-facing “soft skills” including strong verbal and written communications.
• Ability to apply intermediate level of subject matter knowledge to solve a variety of common IT issues.
• Exercises independent judgment within defined practices and procedures to determine appropriate action.
• Acts as an informed team member providing analysis of information and limited project input.
• Evaluates unique circumstances and makes technical and procedural recommendations.

Nice to have’s:

• Comptia A+ certification
• ITIL certification

Behavioral Competencies (Describe character and personality relevant for a person to thrive and be successful in the position)

• You are expected to show professionalism, respect, openness and courage
• Highly self-motivated and directed, with keen attention to detail
• Improvement focus, customer- and solution-oriented, curiosity for new / external ideas
• Proven analytical and creative problem-seeking and solving abilities
• Ability to act with speed and to take decisions, prioritize and execute tasks in a high-speed environment.
• Strong communicator
• Demonstrated high integrity, trust and ethics
• Genuinely interested in developing people with coaching leadership
• Good perseverance and ability to keep structured and prioritize in a complex environment