• Provide responsive, high-quality onsite technical support-resolving the majority of requests, incidents, and problems independently and when needed engaging SET IT and/or IT Operational teams for escalations when appropriate.
• Support SET’s operational technology (OT) hardware and core application portfolio, while applying a working knowledge of business processes.
• Ability to quickly assess the business impact while driving toward resolution via proper escalation channels.
• Collaborate routinely with technology teams, business teams, vendors, and subject matter experts-both internal and external-to evaluate business needs and drive practical solutions.
• Lead assigned initiatives end to end, keeping management and senior stakeholders informed of status, issues, and risks in a timely, transparent manner and representing IT support with professionalism and credibility.
• Translate complex technical concepts into business-friendly language for audiences at every level
• Document device and system processes to strengthen support maturity and consistency across the EUS SET Production support portfolio.
• Champion SecTechOps support standards, taking accountability for maintaining established practices and identifying opportunities to improve them.

Success in the role demands a natural problem-solver who can quickly break down complex technical issues and translate them into clear business terms for any audience. The ideal candidate is exceptionally organized, an outstanding communicator, and brings strong personal accountability for maintaining and elevating IT support standards at the site they serve., * Minimum of five years of relevant experience, reflecting depth of IT knowledge, sound judgment, and the ability to operate independently.

• Strong IT Support industry knowledge, including hands-on business analysis experience and the ability to gather effective requirements for business initiatives.
• Well-developed analytical, problem-solving, and decision-making skills, applying both logical and creative thinking to interpret complex concepts and information.
• Proven ability to translate technical verbiage and complex processes into clear, business-friendly terms.
• Exceptional interpersonal, written, and verbal communication skills, adapting to any communication style, preference, or management level.
• Strong sense of accountability for upholding and continuously advancing IT support standards.
• Genuine passion for delivering excellent customer service.
• Highly organized, with excellent follow-up skills and meticulous attention to detail.
• Self-starter who is highly flexible and adaptable in a dynamic, ever-changing environment.
• Collaborative team player who builds healthy relationships and strong team dynamics across all levels & areas of the organization.

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