Address
Form of workDescription
Description:
This Level 3 Technician position is a 1st shift support which requires a blended skillset of intermediate to advanced technical skills to support end-user services (client hardware, applications, and printer support), vendor management as well as network and server infrastructure environments. Strong interpersonal and troubleshooting skills along with the ability to work independently and follow established processes are required to be successful in this role. Some amount of flex time and/or overtime may be required to provide support for weekend activities, after-hours support, emergency callouts and project activities during non-production times.
• Candidate should be able to work under pressure and prioritize work to ensure routine maintenance tasks, customer needs and infrastructure stability are all maintained.
• Candidate must have strong proficiency in written/verbal communication skills to effectively communicate and report out on status of current activities.
• Candidate must be a team player, a self-starter with the ability to take direction and see activities through to completion with minimal oversight.
• Position will provide 24 hour on-call support for escalation of site issues impacting production.
• Must have strong knowledge of Microsoft TEAMS, SharePoint and OneDrive to support end-users
• Windows Server 2016 and Microsoft SQL Server experience required
• Microsoft, CompTIA and/or Cisco certifications preferred, but not required
• Project Management skills a plus.
Requirements
Strong troubleshooting capabilities are required to provide client hardware support in a predominantly Windows OS environment. Types of hardware supported include, but are not limited to; laptops, desktops, monitors, printers (Canon multi-function, HP laser, Lexmark dot matrix and Zebra label printers) phones (Cisco IP desk phones and smartphones), tablets (iOS and Windows), scanners and handheld 2-way radios.
Responsible for ticket queue managementforincident resolution/fulfillment, coordination of local and regional hardware installs, change management and routine preventative maintenance tasks.
Supports server and network infrastructure to include CISCO switches, routers, Windows servers (both physical and virtual), NAS devices, UPS, HVAC, and associated monitoring services.
Strong knowledge of VMWare, Windows Server 2016, CISCO network hardware, TCP/IP, DNS, DHCP and network folder security is required.
Configuresand installs Cisco network switches and routers to support LAN and WAN communication needs. Strong troubleshooting capabilities in this area are required.
Designs,installs, and configures multiple Windows Server Platforms to meet Regional IS and local Manufacturing strategic directions. Strong troubleshooting capabilities in this area are required.
Candidate will be required to have knowledge in installation and configuration of LAN/WAN Cabling (copper, fiber), telecommunications (PBX, Voice Gateways, Cisco Call Manager) and Video Conferencing (install and setup multi-point videoconference equipment)
Roles / Responsibilities
• Manage / audit Telecom Rooms to ensure they meet TMNA standards
• Escort external vendors to/from data centers / computer rooms / manufacturing floor to support regional initiatives and maintenance activities
• Perform Server patching as required by TMNA
• Perform monthly client patching for administrative and mission critical systems
• Investigate/support site scan alarms and SCOM alerts
• Support as required Priority 1 and Priority Service Restoration Bridges and assist with local countermeasure implementations
• After hours support required for select shift coverage, this does include potential shift rotations and on-call availability with Saturday and Sunday weekend work for maintenance and projects support
• Support Network switch and Wi-Fi access points
• Support change controls as directed by Toyota, these include but not limited to business owned add/move/changes, network device add/move/changes, mission critical device add/move/change sand shop power outages
• Perform first line of support of manufacturing systems
• Perform shared drive, folder, and group access requests
• Support Statement of Work creation for network add/move/change
• Perform Telecom Room activities including monitoring for power and temperature along with a daily checklist review per individual site requirements
• Perform server and storage activities including server monitoring and troubleshooting, hardware replacement, new server racking in coordination with TMNA hardware/network provider.
• Perform network activities including data center and network telecom maintenance, monitoring, and troubleshooting, does not include items as new switch installations and port activations.
• Hot swap of equipment on mission critical network devices
Must Haves:
Network (LAN, WAN, & Wireless):
Troubleshooting & administration of Cisco Layer 2 & Layer 3 Routing, Cisco Wireless networks, Cisco PBX Administration, Cisco standard protocols. Cisco CCNA certification preferred.
Ability to support IT Cabling, Infrastructure Planning and Design. Examples of scope work are cable patching, switch configuration and deployment, port enablement/disablement, and analysis of network traffic.
TCP/IP, DHCP, Subnetting, VLAN, POE (Power over Ethernet)
Experience with packet capturing, example Wire Shark.
Experience with Network Maintenance, support, and refresh.
Ability to act as Smart Hands for remote and 3 rd party teams, Vendor Management, for issue escalations and resolution.
Data Center (Server Room) Management:
Site infrastructure knowledge - Power/UPS, HVAC, Cabling, etc.
Experience installing and troubleshooting server room hardware components - Rack Servers, Fiber, Switches, Disk Drives, Memory, etc.
Ability to act as Smart Hands for remote and 3 rd party teams, Vendor Management, for issue escalations and resolution.
Server Management:
Knowledge and experience of HDCP, DNS, Print Server, File Shares, Microsoft SCCM, etc.
Working knowledge and experience supporting hardware for servers, backup libraries, SAN/NAS etc.
Server, Storage, and Backup systems maintenance, support and refresh, install and configure rackmount and other server hardware.
Ability to act as Smart Hands for remote and 3 rd party teams, Vendor Management, for issue escalations and resolution.
Critical Plant Floor Hardware Support:
Act as first level of support for Business and Plant Floor applications, managing escalations to Subject Matter Expert(s) (SME's) throughout incident.
Excellent troubleshooting, critical thinking, problem solving skills and the ability to identify, perform, and communicate Root Cause Analysis during Outages or Problem Management.
Exception customer service and communication skills with the ability to work under high pressure situations such as plant down, major outages, and other mission critical situations. Must be able to respond to critical plant floor equipment issues within 15 minutes.
Ability to act as Smart Hands for remote and 3 rd party teams, Vendor Management, for issue escalations and resolution.
Other Must Haves:
Ability to lift up to 50lbs, move, bend, and lift above your head to reach and service equipment. Must be able to walk long distances multiple times per day. (These are huge facilities with equipment throughout.)
Must be professional, have strong ethics, and be a great team player to succeed in this role.
Good written and oral communication skills, must stay calm under pressure.
Experience working with remote control tools and remote support of off-site locations.
Experience working with various OEM equipment manufacturers.
Experience with Windows Active Directory, Maintenance Kiosk, OU Configuration, Group Policy, and Change Management processes is preferred.
Other Nice to Haves:
Experience with VMware, vSphere
Experience or knowledge of CRAC/HVAC units, and UPS preferred.
Experience using a ticket management system for work prioritization, daily workload management, and work activity reporting.
Certifications in the following areas are helpful ITIL, CCNP, CCIE, CCNE, and/or Microsoft MCSE.
Experience or knowledge of PLC's is a plus.
Familiarity with Plant Monitoring software e.g. Active Plant, Wonderware, Ignition etc.
Familiarity with iGear, Kepware, or other machine data gathering tools.
SQL Server Database administration, backups, security, monitoring, etc.
Experience with storage management, backup systems, disaster recovery, business continuity is a plus.
Previous experience in a large corporate manufacturing environment with tight deadlines.
Experience supporting, troubleshooting, and repair of Business and Mission Critical applications.
Three (3) to Five (5) years of experience in a Level 3 /System Engineer role.
Knowledge and experience with Cisco Voice Over IP (VOIP) hardware, software, server operation & configuration.
Experience with AirWatch/iPhone support is an advantage.
Qualifications
Technical Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
Field Services
PL1
Required
Domain Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
Manufacturing Oper-Manlog
NA
Required
* Proficiency Legends
Proficiency Level
Generic Reference
PL1
The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2
The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.
PL3
The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4
The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.
Description:
This Level 3 Technician position is a 1st shift support which requires a blended skillset of intermediate to advanced technical skills to support end-user services (client hardware, applications, and printer support), vendor management as well as network and server infrastructure environments. Strong interpersonal and troubleshooting skills along with the ability to work independently and follow established processes are required to be successful in this role. Some amount of flex time and/or overtime may be required to provide support for weekend activities, after-hours support, emergency callouts and project activities during non-production times.
• Candidate should be able to work under pressure and prioritize work to ensure routine maintenance tasks, customer needs and infrastructure stability are all maintained.
• Candidate must have strong proficiency in written/verbal communication skills to effectively communicate and report out on status of current activities.
• Candidate must be a team player, a self-starter with the ability to take direction and see activities through to completion with minimal oversight.
• Position will provide 24 hour on-call support for escalation of site issues impacting production.
• Must have strong knowledge of Microsoft TEAMS, SharePoint and OneDrive to support end-users
• Windows Server 2016 and Microsoft SQL Server experience required
• Microsoft, CompTIA and/or Cisco certifications preferred, but not required
• Project Management skills a plus.
Requirements
Strong troubleshooting capabilities are required to provide client hardware support in a predominantly Windows OS environment. Types of hardware supported include, but are not limited to; laptops, desktops, monitors, printers (Canon multi-function, HP laser, Lexmark dot matrix and Zebra label printers) phones (Cisco IP desk phones and smartphones), tablets (iOS and Windows), scanners and handheld 2-way radios.
Responsible for ticket queue managementforincident resolution/fulfillment, coordination of local and regional hardware installs, change management and routine preventative maintenance tasks.
Supports server and network infrastructure to include CISCO switches, routers, Windows servers (both physical and virtual), NAS devices, UPS, HVAC, and associated monitoring services.
Strong knowledge of VMWare, Windows Server 2016, CISCO network hardware, TCP/IP, DNS, DHCP and network folder security is required.
Configuresand installs Cisco network switches and routers to support LAN and WAN communication needs. Strong troubleshooting capabilities in this area are required.
Designs,installs, and configures multiple Windows Server Platforms to meet Regional IS and local Manufacturing strategic directions. Strong troubleshooting capabilities in this area are required.
Candidate will be required to have knowledge in installation and configuration of LAN/WAN Cabling (copper, fiber), telecommunications (PBX, Voice Gateways, Cisco Call Manager) and Video Conferencing (install and setup multi-point videoconference equipment)
Roles / Responsibilities
• Manage / audit Telecom Rooms to ensure they meet TMNA standards
• Escort external vendors to/from data centers / computer rooms / manufacturing floor to support regional initiatives and maintenance activities
• Perform Server patching as required by TMNA
• Perform monthly client patching for administrative and mission critical systems
• Investigate/support site scan alarms and SCOM alerts
• Support as required Priority 1 and Priority Service Restoration Bridges and assist with local countermeasure implementations
• After hours support required for select shift coverage, this does include potential shift rotations and on-call availability with Saturday and Sunday weekend work for maintenance and projects support
• Support Network switch and Wi-Fi access points
• Support change controls as directed by Toyota, these include but not limited to business owned add/move/changes, network device add/move/changes, mission critical device add/move/change sand shop power outages
• Perform first line of support of manufacturing systems
• Perform shared drive, folder, and group access requests
• Support Statement of Work creation for network add/move/change
• Perform Telecom Room activities including monitoring for power and temperature along with a daily checklist review per individual site requirements
• Perform server and storage activities including server monitoring and troubleshooting, hardware replacement, new server racking in coordination with TMNA hardware/network provider.
• Perform network activities including data center and network telecom maintenance, monitoring, and troubleshooting, does not include items as new switch installations and port activations.
• Hot swap of equipment on mission critical network devices
Must Haves:
Network (LAN, WAN, & Wireless):
Troubleshooting & administration of Cisco Layer 2 & Layer 3 Routing, Cisco Wireless networks, Cisco PBX Administration, Cisco standard protocols. Cisco CCNA certification preferred.
Ability to support IT Cabling, Infrastructure Planning and Design. Examples of scope work are cable patching, switch configuration and deployment, port enablement/disablement, and analysis of network traffic.
TCP/IP, DHCP, Subnetting, VLAN, POE (Power over Ethernet)
Experience with packet capturing, example Wire Shark.
Experience with Network Maintenance, support, and refresh.
Ability to act as Smart Hands for remote and 3 rd party teams, Vendor Management, for issue escalations and resolution.
Data Center (Server Room) Management:
Site infrastructure knowledge - Power/UPS, HVAC, Cabling, etc.
Experience installing and troubleshooting server room hardware components - Rack Servers, Fiber, Switches, Disk Drives, Memory, etc.
Ability to act as Smart Hands for remote and 3 rd party teams, Vendor Management, for issue escalations and resolution.
Server Management:
Knowledge and experience of HDCP, DNS, Print Server, File Shares, Microsoft SCCM, etc.
Working knowledge and experience supporting hardware for servers, backup libraries, SAN/NAS etc.
Server, Storage, and Backup systems maintenance, support and refresh, install and configure rackmount and other server hardware.
Ability to act as Smart Hands for remote and 3 rd party teams, Vendor Management, for issue escalations and resolution.
Critical Plant Floor Hardware Support:
Act as first level of support for Business and Plant Floor applications, managing escalations to Subject Matter Expert(s) (SME's) throughout incident.
Excellent troubleshooting, critical thinking, problem solving skills and the ability to identify, perform, and communicate Root Cause Analysis during Outages or Problem Management.
Exception customer service and communication skills with the ability to work under high pressure situations such as plant down, major outages, and other mission critical situations. Must be able to respond to critical plant floor equipment issues within 15 minutes.
Ability to act as Smart Hands for remote and 3 rd party teams, Vendor Management, for issue escalations and resolution.
Other Must Haves:
Ability to lift up to 50lbs, move, bend, and lift above your head to reach and service equipment. Must be able to walk long distances multiple times per day. (These are huge facilities with equipment throughout.)
Must be professional, have strong ethics, and be a great team player to succeed in this role.
Good written and oral communication skills, must stay calm under pressure.
Experience working with remote control tools and remote support of off-site locations.
Experience working with various OEM equipment manufacturers.
Experience with Windows Active Directory, Maintenance Kiosk, OU Configuration, Group Policy, and Change Management processes is preferred.
Other Nice to Haves:
Experience with VMware, vSphere
Experience or knowledge of CRAC/HVAC units, and UPS preferred.
Experience using a ticket management system for work prioritization, daily workload management, and work activity reporting.
Certifications in the following areas are helpful ITIL, CCNP, CCIE, CCNE, and/or Microsoft MCSE.
Experience or knowledge of PLC's is a plus.
Familiarity with Plant Monitoring software e.g. Active Plant, Wonderware, Ignition etc.
Familiarity with iGear, Kepware, or other machine data gathering tools.
SQL Server Database administration, backups, security, monitoring, etc.
Experience with storage management, backup systems, disaster recovery, business continuity is a plus.
Previous experience in a large corporate manufacturing environment with tight deadlines.
Experience supporting, troubleshooting, and repair of Business and Mission Critical applications.
Three (3) to Five (5) years of experience in a Level 3 /System Engineer role.
Knowledge and experience with Cisco Voice Over IP (VOIP) hardware, software, server operation & configuration.
Experience with AirWatch/iPhone support is an advantage.
Qualifications
Technical Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
Field Services
PL1
Required
Domain Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
Manufacturing Oper-Manlog
NA
Required
* Proficiency Legends
Proficiency Level
Generic Reference
PL1
The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2
The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.
PL3
The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4
The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.
