Senior Specialist, Field IT Support (IT Field Eng III)

What would you do:

This position performs the IT Field Operations Support (IT-FOS) function consisting of the installation, change, repair, and disposal of hardware and software of PC’s.  Also, this position executes the IT-FOS function including installs, changes, and disposal of servers and voice and data network communications hardware and software with limited or no direction by another IT group. Responsibility for IT Field Operations Support at one or more locations within the region’s large scale networked computing environment. Responsible for PCs within assigned area of responsibility located globally in JCI site locations.

How would you do it:

• Provides large project planning activities on site relocations and new site openings within assigned area.
• Analyzes server capacity statistics and makes recommendations on upgrades, fixes, and/or replacements including cost/benefit analysis.
• Documents IT-FOS procedures and makes recommendations for changes and/or corrections to documented procedures from other IT groups.
• Assists supervisor in the IT-FOS training of IT Field Operations Support Specialist and Jr.
• Recovers data from PC’s in the event of hard drive failures.
• Orders and/or manages repair parts as required.
• Coordinates the vendor/user interactions for IT-FOS functions delivered by vendors. Applies base network/telephone server patches and maintenance as directed.
• Troubleshoots, provides resolutions, and identifies the local business impact on unresolved IT-FOS incidents concerning PC hardware and standard PC software. Provides small project planning activities required for PC and server infrastructure on site relocations and new site openings within assigned area.
• Develops an understanding of and forms relationships with the local business and IT staff within an assigned area that helps promote the OSS function and better serves the customer.
• Carries out the IT-FOS function at assigned areas including installs, changes, disposal, and break fix of: (All PC hardware, software, and related peripherals; All data collection and shop floor infrastructure; All telephony devices and systems; All printers; All fax machines; All network devices)
• Provides print management and distribution support at assigned areas as needed.
• Executes server back up processes at assigned areas.
• Promotes and monitors PC data back up executions at assigned areas.
• Assists with any necessary wiring for network and phone services at assigned areas. Responds to emergency infrastructure outages as requested by business and IT site leadership and ensures all reporting obligations to local management and Global Infrastructure are fulfilled.
• Communicates proactively with on-site customers concerning their help desk requests. Communicates work completed and/or escalation to next level on unresolved issues through the help desk ticketing system and/or through voice, email, and text message services available.
• Follows IT escalation procedures for any planned and unplanned outages at a site. Demonstrates customer service attitude and work ethic.
• Provides feedback to supervisor, model office, help desk, network group, and server group on issues pertaining to PC, Server, and/or Network installation and operations and on issues related to documentation and procedures.

What we're looking for:

This position requires a minimum of one of the following:

• Associate’s degree in IT plus four (4) years IT experience,
• Professional certification plus five (5) years IT experience
• Seven (7) years IT experience
• Proficiency in the working on and around different types of computer and electronic equipment and in working on software components required to run said equipment is required.
• Computer keyboarding skills and proficiency in Microsoft Suite Applications (Word, Excel, Access, & PowerPoint), Internet Explorer and E-mail is required.
• Experience with call center tools is desirable.
• Fluent English
• May be required to travel 5% of the time.

Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion.