Site Support Specialist

Overview

Morgan Advanced Materials is a business rich in history and innovation. Founded in the UK in 1856, we have grown into a global organisation with 70 sites in 18 countries. Our model to serve our customers where they need us has led to a diversified product range using our unparalleled expertise in ceramic and carbon materials, which we exploit to solve difficult problems for our customers across a diverse range of markets.

 

We are a purpose driven organisation. Our purpose is to use advanced materials to make the world more sustainable and to improve the quality of life. We deliver on that purpose through the products that we make, and the way that we make them.

 

We help our customers push the limits of their processes and products to meet the demanding requirements they face, from higher process temperatures to higher product performance to increasing miniaturisation.

 

Key Figures: Revenue 1,112m (2022), ~8,500 employees, manufacturing in 30+ countries, and a global customer portfolio. A UK PLC with head office located in Windsor, Berkshire UK.  Listed on London Stock Exchange; Member of the FTSE 250 Index.

 

 

IT SITE SUPPORT SPECIALIST

St Marys / Coudersport PA

Staff Role

 

Morgan IT is on a mission to strengthen Digital Capabilities through creating an Evergreen IT estate as a cornerstone of company success in the coming century. This means fit-for-purpose, always up-to-date

 

IT services on a green footprint that maximize our people's capabilities to drive business value.

To do so, the OneIT team is currently executing on a strategic roadmap to make significant step changes in IT performance and business value from IT.

 

The global IT Operations team have responsibility for making sure all IT services delight our internal and external customers. Our aim is to maximise the value Morgan business derive from IT services with minimal disruption while delivering as cost effectively as possible.

Responsibilities

ESSENTIAL DUTIES & REPONSIBILITIES:

Build and maintain IT relationship with sites and support their IT experience

• Maintain and build relationships with end-users and other stakeholders on sites
• Run site meetings to understand site priorities, site IT satisfaction and communicate outcomes to
• relevant IT stakeholders (e.g. escalations, priorities, new requirements, etc.)
• Monitor overall site IT performance (ticket statistics and satisfaction)

Ensure resolution of incidents and requests, while always keeping users up-to-date

• Support users in using the IT Service Management tool and its Self Service capabilities to
• optimize their support
• Assist users in logging issues, requests and new requirements to enable resolution in the most
• effective way
• Where in scope, provide direct support to end-user incidents and service requests in line with
• operations processes
• Ensure Site IT facilities are functioning and used in the most effective way (e.g. beamers,
• conference rooms, etc.)
• Take ownership on user experience and ensure issues get resolved, always keeping users
• informed in the process
• Escalate recurring problems and make suggestions for continuous service improvements

Support users in their IT proficiency to maximize value from IT Services

• Train and coach end-users in the use of IT Services (eg. O365, Teams, Meeting room facilities,
• Sharepoint, etc.)
• Connect users to subject matter experts, key-users and training platforms where valuable

Support programs, projects, asset management and local IT management

• Act as site IT point of contact for IT Programs and Projects
• Ensure up-to-date site IT asset register and manage site hardware lifecycle
• Optionally: Manage local IT Applications and / or Infrastructure and respective vendors
• Champion Safety, Security and Compliance in the workspace in everything you do

Qualifications

EXPERIENCE & BACKGROUND

Qualifications:

• A bachelor's degree in Information Technology, Computer Science, or a related field can be
• preferred but is not always required.
• Relevant certifications, such as ITIL, or equivalent, are beneficial.

Experience:

• 1-3 years of experience in IT support, Site Support, or a related role.
• Hands-on experience with troubleshooting and resolving IT issues at the site level.

Competencies:

• Proficiency in diagnosing and resolving hardware, software, and network-related issues.
• Strong customer service and communication skills for assisting end-users on-site.
• Knowledge of network basics, including LAN and connectivity troubleshooting.
• Basic awareness of security best practices to maintain data and system security.
• Documentation and record-keeping skills to maintain asset and issue logs.
• Effective collaboration with other IT teams and vendors when required.
• Time management and task prioritization to address multiple on-Site Support requests.
• Adaptability and a willingness to learn and apply new technologies and solutions.
• Compliance with IT policies and procedures for security and data integrity at the site level.
• Proactively assist and educate end-users to improve their IT proficiency, providing guidance and
• training to enhance their technology skills and understanding.

Morgan Advanced Materials is an EEO/AA/M/W/D/V Employer Ind-1

Employment Type: OTHER