local IT Support associateContinental

Division
ContiTech
Job Description
Service Delivery - Responsibility Level: Support
Full ownership of enforcing timely handling (acknowledgement and initial response) and resolution of incident tickets opened for Continental GBS Manila end-users where onsite support is needed (e.g. PC hardware issues, workstation re-image), so that Incident Response Time and Resolution Time SLAs are met
Full ownership of enforcing timely and complete fulfillment of IT requests related to New Employee IT Provisioning where onsite support is required, such as but not limited to not limited to new workstation setup, installation of required applications, etc. so that Request Resolution Time SLA is met
Full ownership of enforcing timely and complete fulfillment of Access Termination requests for resigned/inactive employees where onsite support is required, so that Request Resolution Time SLA is met. These requests include but are not limited to: a.) Retrieval of all IT equipment assigned to the resigned employee (e.g. laptop, headset, mobile phone, etc.), b.) Back-up and retrieval of local files, as requested by the immediate manager, c.) Re-imaging of PC assigned to resigned employee, d.) Re-stocking of retrieved IT equipment e.) Update of IT Asset inventory
Local Infrastructure and IT Asset - Responsibility Level: Support
Full ownership of effective management of local IT equipment including but not limited to desktop PCs, laptops assigned to employees who require mobile computing devices, and all other IT equipment deployed in operations: a.) Maintain an active and updated inventory of all local IT equipment/asset, b.) Regular audit of deployed IT equipment, c.) Timely reporting of missing devices and any case of abuse/misuse of IT asset esp. those that result to physical damage, d.) Movement of IT equipment (e.g. change in workstation assignment)
Full ownership of effective management and monitoring of local IT infrastructure, such as but not limited to Network, Server, etc. to make sure that these are working optimally to allow operations to run smoothly
Co-owner of the local procurement process for IT assets and services, such as but not limited to PC, servers and network equipment, etc. This includes determination of IT Asset or Service Specification, secure necessary approvals (e.g. SDL, Finance Lead, Country Lead), coordinate with Local Purchasing Specialist for the placement of the order, monitor procurement status all the way through delivery of IT goods and services
Full ownership of regular review, update and dissemination of the Continental GBS Manila Inc. Local IT Infrastructure and Asset Policies and Procedures. This includes but is not limited to a.) make recommendations to Continental GBS Manila Leadership to adopt new or update existing local IT infrastructure and asset policies and procedures. b.) promote employee awareness and knowledge of Local IT Infrastructure and Asset Policy of Continental GBS Manila Inc. using various methods such as conducting regular employee info sessions, send out email communications, disseminate work instructions, etc.]
Disaster Recovery - Responsibility Level: Support
Full ownership of regular review, update, and simulation of local IT Disaster Recovery Plan, which includes but is not limited to a.) planning, coordination and facilitation of regular of IT Disaster Recovery Plan simulations, to test the effectivity of the plan, readiness of individuals to respond to disasters and perform the actions/tasks assigned to them as documented in the IT DR Plan, b.) Promote employee awareness and knowledge of IT Disaster Recovery Plan for Continental GBS Manila Inc. using various methods such as conducting regular employee info sessions, send out email communications, disseminate work instructions, etc/
Projects and Ad-hoc Activities - Responsibility Level: Support
Ensure that Continental GBS Manila is represented in Global IT Projects, Release Deployment or IT Development activities that affect the site, as maybe required or requested by other IT Support Groups, e.g. local IT Support participation is required
Full ownership of active exploration and pursuit of IT Continuous Improvement initiatives for Continental GBS Manila Inc. and recommend these to Continental GBS Manila Leadership. These include but are not limited to: a.) Create IT-related documentation on simple IT tasks, quick tips, etc. for the use of Manila end-users, b.) Catch and report process gaps that may result to IT security breach or disruption of local operations, and provide recommendations to address the issue
As representative of Continental GBS Manila in the annual IT Audit for all Continental locations globally, has ownership of reporting on the location's compliance to existing company-wide IT policies and procedures, analysis of IT audit findings (non-compliance) for Continental GBS Manila, and implementation of corrective actions
Job Category
Information Technology
Job Requirements
Customer Service, Proficient and Effective Communication (Written and Oral), Presentation Skills
Knowledgeable with and/or experience with non-technical concepts such as ITIL Framework, concepts and implementation of quality controls to ensure compliance, accuracy of work output, etc.
Experienced in collaborating with other parties and actively participating in and contributing to local and global projects
Workplace Support - experience in the use, support and troubleshooting the following tools/applications such as but not limited to: Windows OS; PC Hardware and Computer Peripheral troubleshooting; Active Directory; Office 365; Network Printer and other Computer peripherals; Share Drives and Folders; BitLocker Encryption
Infrastructure Support - VoIP Systems, LAN, WAN and VPN, Windows Servers, Group Policy, File Servers, Print Servers, DNS, DHCP and Anti-Virus, Enterprise IT Infrastructure Equipment such as switches, servers, routers
About Continental
The Business Area ContiTech develops, produces and markets products, systems and intelligent components made from rubber, plastic, metal and textiles. These products are used in mining, the agricultural industry, railway engineering mechanical and plant engineering, the automotive industry and other important sectors of the future.
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Continental

Manila City, Metro Manila
Permanent
Full-time