Requirements:

10 years work experience in IT Lead, Technical Support, Desktop Support Engineer, or similar role in an Enterprise environment
BS degree in Information Technology, Computer Science or relevant field
English Fluency both written and verbal
Ability to diagnose and troubleshoot technical issues
Microsoft certification in (MCSE), (MOS), Linux, Cisco or similar technologies.
General networking TCP/IP, DHCP, DNS (CCNA certified is preferred)
Experience supporting a manufacturing or industrial environment would be a distinct advantage

Responsibilities:

Install and configure computer hardware operating systems and applications
Monitor and maintain computer systems and networks
Talk to staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
Troubleshoot system and network problems, diagnosing and solving hardware or software faults
Replace parts as required
Provide support, including procedural documentation and relevant reports
Follow diagrams and written instructions to repair a fault or set up a system
Support the roll-out of new applications
Set up new users' accounts and profiles and deal with password issues
Respond within agreed time limits to call-outs
Work continuously on a task until completion (or referral to third parties, if appropriate)
Following standard procedures for proper escalation of unresolved issues to the appropriate teams
Provide prompt and accurate feedback to customers
Ensure all issues are properly logged
Prioritize and manage many open cases at one time
Rapidly establish a good working relationship with customers