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What you’ll do:
The primary responsibility of this position is to provide comprehensive site-level IT support while ensuring adherence to all Eaton policies and procedures.The role serves a broad customer base, encompassing both local and remote Eaton users. Key duties include daily ownership of IT operations for assigned sites, maintaining overall site health, and enhancing the end-user experience. The position is also accountable for prompt and high-quality resolution of IT service disruptions and actively leads initiatives to improve performance across the zone.
Tools/Technology
? Deploy, configure, and support hardware, client operating systems, and productivity software for end users.
? Provide hands-on support for a wide range of hardware, including networked and non-networked PCs, peripherals, OT systems (I4.0), hand scanners, printers, switches, wireless access points, virtual machines, UPS units, R&D lab devices, and mobile phones.
? Assist with maintenance and troubleshooting of site-based IT systems.
? Participate in the resolution of complex IT issues.
? Serve as on-site technical support, partnering with local teams and providing ground-level assistance to broader IT functions.
Process
? Adhere to IT Service Management (ITSM) processes, including asset, change, incident, request, problem, and project management, to meet service level agreements.
? Contribute to the annual refresh and stakeholder walkthrough of the IT disaster recovery plan.
? Support initiatives across applications, infrastructure, security, and operational excellence.
? Assist with root cause analysis and problem management activities.
? Provide input to IT processes supporting manufacturing equipment.
? Follow Lean Daily Management practices (e.g., 5S, RCA).
? Participate in inventory control, risk assessments, and profit planning processes.
? Support internal audits related to IT systems, software, and procedures.
? Comply with all company policies, including ethics, data protection, information security, HR, and regulatory requirements. Ensure protection of Eaton’s physical and digital assets.
People
? Act as a liaison between IT and end users to promote and enforce IT standards.
? Share knowledge of policies, standards, and best practices to enhance user satisfaction and engagement.
Qualifications:
● Bachelor's degree required.
● 3+ years of relevant IT service delivery experience
● Proficient in Microsoft Windows operating systems
● Solid working knowledge of Microsoft Office Suite, including PowerPoint, Excel, SharePoint, and Outlook
● Hands-on experience with a broad range of hardware: networked and standalone PCs, peripherals, OT systems (Industry 4.0), hand scanners, printers, switches, wireless access points, virtual machines, UPS, R&D lab equipment, and mobile devices
● Familiar with core IT infrastructure components, including networks, servers, storage systems, and phone systems
● Quick to adapt and capable of supporting complex IT environments spanning multiple platforms and technologies (desktop, network, mobile, and telephony)
● Experience with manufacturing-related equipment such as barcode scanners, industrial PCs, RF scanners, and specialized printers
● Working knowledge of IT Service Management (ITIL) processes, including Asset Management, Incident Management, Request Fulfillment, Problem Management, and Change Management"
● Strong customer service and communication skills
● Effective collaboration across all organizational levels
● Experience mentoring analysts
● Demonstrates adaptability, accountability, and problem-solving in dynamic and ambiguous environments
● Skilled in time management, teamwork, and maintaining an agile mindset