It Infrastructure Onsite Manager

Vor 7 Tagen

Basel Stadt, Schweiz Dufry International Limited Vollzeit

RESPONSIBILITIES

  • Manage information technology and computer systems, users and all technology within the HQ building
  • Plan, organize, control and evaluate IT and electronic data operations
  • Creating rational strategies for implementing and upgrading the company’s network, videoconference systems solutions
  • Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance
  • Design, develop, implement and coordinate systems, policies and procedures
  • Ensure security of data, network access and backup systems
  • Act in alignment with user needs and system functionality to contribute to organizational policy
  • Set up, troubleshoot and resolve end user device issues support (i.e. desktops, screens, printers, docking stations, VPN, telephony, meeting room equipment, etc.)
  • Troubleshoot/resolve network and Wi-Fi connectivity issues
  • Escalate to appropriate next-level resources where required
  • Provide excellent communications and support to the Team, User and Global Service Desk on open issues
  • Perform and document initial diagnosis of issues within the Service Now ticket followed by formulating and executing a resolution plan
  • Meet the service levels for ticket requests, assess and prioritize incidents while investigating & resolving critical incidents
  • Develop and maintain strong relationships through effective, timely communication and meet deadlines
  • Take initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner
  • Undertake IT administrative tasks as required (lifecycle management etc.)
  • Identify problematic areas and implement strategic solutions in time
  • Audit systems and assess their outcomes
  • Preserve assets, information security and control structures
  • Create and handle annual IT budget for building and ensure cost effectiveness
  • Be on-call to lead and manage escalations related to the building IT or VIP users

WHAT WE ARE LOOKING FOR

  • At least three years in Operating Systems support, end-user device troubleshooting & managing a support team
  • 2 – 5 years of hands-on experience in a 1st or 2nd level technology support role.
  • Hands-on pragmatic problem-solver with excellent customer service skills, ability to manage multiple activities and tasks simultaneously and service oriented, able to work independently & in collaboration
  • High attention to detail and a flexible and committed personality used to work in a dynamic environment and under pressure
  • Fluency in English is a must, any other language an advantage
  • Proven working experience as an Onsite IT Manager or relevant experience
  • Bachelor in Computer Science or MIS (Management Information Systems)
  • Excellent knowledge of technical & team management, information analysis and of computer hardware/software systems.
  • Expertise in managing & maintaining the onsite technology, refresh, continuous improvement and transformation.
  • Hands-on experience with end users, business stakeholders, computer networks, network administration and network installation.
  • Ability to manage personnel, priorities and business stakeholders

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