Infrastructure technician job description

Welcome to Mill Creek! We're glad you're here! At Mill Creek Residential, we believe that every associate is imperative to the success of our organization. We believe in embracing our core values and in the power of People, Places and Relationships.

We are looking for a self-motivated Infrastructure Support Technician with a solid technical background supporting Windows machines and Apple devices. A problem-solving attitude with an ability to achieve specific goals are essential skills to perform well in this position. The Infrastructure Support Technician will support the Service Desk team's delivery of services to end users, provide white-glove support to C-Level executives and take ownership of Inventory, Patching, and Knowledge base management
Essential Functions/Responsibilities
First point of contact for all information technology issues by responding via phone call, chat, email, Service-Now ticketing system and in person at local office.Assist end users using remote tools by responding, recording, and resolving issues Support Windows 10, Microsoft Office products (Outlook, Word, Excel, PowerPoint), network connectivity, printing, VPN connectivity, office telephone and voicemail usage, and Mobile Device ManagementProvides technical support for meetings that include audio/video conferencing Diagnoses and resolves client workstation and mobile device hardware and software issues Reviews requests and follows up with customers on missing information or incomplete orders Manages hardware drivers, endpoint software deployments, software updates/patches and golden image Manages and monitor levels of hardware (laptops & peripherals) in stock to be used for loaners, making sure adequate stock is available to deploy Desktop Knowledge Base Owner and Contributor, ensuring that all desktop support processes are thoroughly documented and reviewed quarterly

Education and/or Experience
Strong analytical aptitude, critical thinking, and problem-solving skills in a technical environment Must be flexible for occasional extended hours and/or shift work2+ years previous experience in a Desktop Technician Support environment Must have excellent customer service, telephone, listening and communication skills Must have excellent documentation and writing skills Demonstrated experience in applying knowledge/skills in a customer support environment Multi-task across several ongoing tasks of varying priorities as required Proficiency with Windows 10Proficiency with Office products (Outlook, Word, Excel, PowerPoint, OneDrive, OneNote) Proficiency with Microsoft TeamsBasic understanding of Apple MacOS and iOS devices Proficiency with softphone systems (RingCentral preferred) Proficiency with VPN SoftwarePossesses CompTIA A+ certification, equivalent or better

Skills/Specialized Knowledge
Active Directory user and group management Remote support tool Using ServiceNow to manage tickets RingCentral or other phone platform Office365 User, License, Mailbox administration VPN SupportWorking knowledge of basic (layer 1 & 2) networking concepts and common protocols such as DHCP and DNSKaseya experience is a plus

About the Benefits of joining the Mill Creek Team
Competitive compensation Comprehensive medical, dental and vision Employer sponsored short and long term disability, Life and ADD insurance 401k with employer matching Paid time off benefits: Vacation, Sick, Holidays

Mill Creek is an Equal Opportunity Employer
Are you ready to contribute to the success of Mill Creek Residential? If so, apply today and become part of an organization that believes in uncompromising integrity, celebrating successes, continuous improvement, and working hard, smart and together!

Primary Roles & Responsibilities

* Complete physical installations and removal of structured cabling components, cabinets, pathway systems (cable tray), move equipment, racks, and related communications infrastructure materials.
* Perform installation and service of low voltage category cabling, fiber optic cabling, communications cabling, communication equipment and other various low voltage related systems such as Category 5, Enhanced Category 5, Category 6 and Fiber Optic Structured Cable Distribution Systems.
* Perform upgrades and additions to cabling infrastructure systems in order to increase functionality and usability.
* Evaluate, diagnose, troubleshoot cabling infrastructure systems and perform repairs as necessary.
* Inform operations management regarding procedures and/or status of work orders for the purpose of providing necessary information for making decisions, taking appropriate action and/or complying with OSHA regulations.
* Complete required documentation in a variety of written and electronic formats according to company standards such as time reporting for billing & payroll, work order progress & completion, time and materials for client SLAs, etc.
* Transport a variety of items (e.g. tools, equipment, supplies, etc.) for the purpose of ensuring the availability of materials required at client site."

Education Requirements:

* Associate degree or Certification in a technology services/technical discipline, or equivalent work experience.

Experience Requirements:

* 2-5 years of experience in a Site Support Technician role (or similar experience)

Other Qualifications, Skills & Certifications:

* CNET CNCI
* BICSI Installer (INST1)
* BICSI Installer 2 copper/fiber (INSTC/INSTF)
* Valid driver's license may be required
* Manufacturer certifications

Competencies

* Basic Computer Skills
* Proven ability to install, terminate & test low voltage cables to include twisted pair cable, coax, power limited tray cable, stranded & solid conductor low voltage cable and fiber optic cable.
* Installation of cable pathways, conveyances (e.g. ladder, trays, support systems)
* Through-wall penetration systems
* Comprehension of terminology pertaining to installation & service of cabling infrastructure for telecom, data, security & wireless systems.
* Working knowledge of industry standards including BICSI, ANSI, EIA/TIA, and local and National Electric Code.
* Comprehension of publications pertaining to standard cabling for telecom, data, security & wireless systems practices, engineering & Federal, State & local safety standards.
* Mechanical aptitude with the ability to read blueprints, architectural, mechanical, and electrical documents.
* Ability to read and interpret floor plans, wiring diagrams, and other installation documentation
* Ability to carry up to 30 lbs. and lift up to 50lbs.
* Ability to climb ladders and work from heights

#LI-JM1

What's the Job?

The Manufacturing Infrastructure Support Technician position will join a new team dedicated to develop, support, maintain and troubleshoot problems related to the manufacturing IT / OT environments across the Saint Gobain North American facilities. This position will be responsible for regional implementation and maintenance of an IT infrastructure in compliance with standards developed by Saint Gobain Technology Services. The manufacturing IT infrastructure can be unique to each plant and business requiring a strong understanding of plant processes to avoid unnecessary interruption or downtime. In this role, traditional IT infrastructure skills will be leveraged to support OT and manufacturing 4.0 initiatives.

Administration and Support of Local Resources

* Support, manage, develop, implement and troubleshoot all local data rooms remotely when possible and onsite as needed within a region.
* Rack, stack and cable IT servers, storage and related equipment.
* Install, configure and maintain IT systems and technologies including but not limited to:

MS Windows workstation and servers. Red Hat Linux servers, Storage appliances/SAN, Vmware. VEEAM, Veritas NetBackup, Lansweeper, CyberX industrial network monitoring, Palo Alto firewall rulesets, and HP/Aruba switches.

* Track incidents using Service Now ITSM through completion and documentation stages
* Troubleshoot and resolve incidents. Ensure managed infrastructure is monitored for uptime, capacity and utilization and proper handling of service requests (major or minor changes), their recording and the follow-up through implementation

Operations

* Create, maintain and delete Active Directory user accounts and related security groups.
* Monitor resource usage and follow up on system performance and alerts.
* Participate in the change management process (planning, follow-up, approval) and incident management (technical escalation, closing).
* Perform routine disaster recovery testing.

Customer Relations

* Provide innovative ideas to the business in regards to Industrial digital solutions through knowledge sharing and industry trends.
* Ensure that customer needs are taken into account in line with the strategy defined by DSI Group.
* Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
* Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
* Build sustainable relationships and trust with customer through open and interactive communication.
* Follow communication procedures, guidelines and policies.

Manufacturing IT Infrastructure Management

* Consult with local and regional management in the design purchase and implementation of IT systems for the manufacturing network.
* Deliver infrastructure that follows SGTS standards and security compliance requirements including the 28 Minimum Security Rules for Industrial and Logistics Systems (28 MSRs).
* Manage manufacturing IT assets through the entire systems lifecycle.
* Upgrade and replace non-standard IT infrastructure hardware and operating systems.

Required Qualifications

What do you bring?

* Bachelor's degree (technical or business related) required.
* 5+ years applicable work experience within IT and/or technical manufacturing experience is required.
* Prior experience servicing internal customers in a large complex organization is required.
* Certification or equivalent experience in one or more of the following technologies: VMware, Switching/Routing/Firewall, ITSM.
* In depth understanding of manufacturing processes and technology is required.
* Will occasionally require working outside of normal business hours. On-call availability 24/7 with cell phone coverage.

Company Summary

Saint-Gobain designs, manufactures and distributes materials and solutions which are key ingredients in the wellbeing of each of us and the future of all. They can be found everywhere in our living places and our daily life: in buildings, transportation, infrastructure and in many industrial applications. They provide comfort, performance and safety while addressing the challenges of sustainable construction, resource efficiency and climate change.

Legal Statement

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.