Information Systems Supporter

Job Description
Information Systems Support Engineer

Department: IT

Reports To:

IS WT Support Manager

Business Unit:
Grundfos IS, IS WT

Status:
Exempt

Vacancy:
Yes

Salary Range: CAD $60,900 - $81,700 (Actual salary is based on geographic location, qualifications, and experience)

Summary:

The IS WT Support Engineer provides onsite and remote services to sales, service, and production companies. Responsible for IS WT support services in additional companies/branches in other countries, support IS WT applications and services, and perform Hardware Asset Management Lifecycle services and participate in global IS WT projects e.g., infrastructure lifecycle changes.

Essential Duties and Responsibilities

1st/2nd level onsite and remote support.

Support IS WT applications and services globally and ensure service availability in companies/branches.

Conduct IS WT training/knowledge transfer for standard end-user applications/services (e.g., M365 suite).

Participate in on-call, if needed.

Manage and monitor IS WT Service Now ticket queues.

Incident and workaround handling.

Knowledge transfer to peers, end-users, and stakeholders.

Hardware (30%)

Plan and execute Hardware Asset Management Lifecycle Services (e.g., PCs, tablets, monitors, standard meeting room equipment, phones, printers, etc.).

Documentation (10%)

Create and maintain runbooks for end-user applications, services, and systems.

Projects (10%)

Project work participation / contributor.

Contribute to creation of deliveries.

Other Duties and Responsibilities

Keep peers and stakeholders informed about IT related changes.

Ensure IT Hardware is exchanged according to decided lifecycle and "stock" is maintained.

Measured with "User Satisfaction Survey."

Information and knowledge sharing to IS WT colleagues.

Ensure support for production critical applications, services, and systems.

Ensure application and services training for end-users.

Responsible for performing duties in a safe manner and promoting safety in accordance with Water Treatment Americas safety policies and procedures.

Complies with Quality Management Systems in accordance with Water Treatment Americas internal quality standards.

Complete all responsibilities while ensuring adherence to Water Treatment Americas Delegation of Authority.

Other duties as assigned.

Posting, Reporting, and Work Relations

This role reports to the IS WT Support Manager.

Works closely with other IS WT colleagues, including the IS WT System Engineers.

Engages with other IT colleagues as needed, especially those in WT, the Grundfos Group, and external partners.

Information and knowledge sharing with global IS Colleagues.

Minimum Qualifications

Technical degree in IT or equivalent experience.

2-4 years of relevant work experience.

Working location is in Brockville, Ontario.

Travel opportunities up to 10%.

Knowledge, Skills, and Abilities

Extrovert personality and self-motivated. Enjoys working with people.

Service-oriented and collaborative with effective communication skills and the ability to present information to peers and end-users in an easy digestive way.

Self-driven (incl. learning and researching), proactive, and independent with good organizational skills. Focus on achieving results and meeting peer and end-user expectations.

Deep understanding of relevant end-user applications and services. Knows how to follow relevant standards, best practices, and compliance requirements to keep applications and services compliant and stable.

Physical Demands
Regularly required to sit for prolonged periods; required to stand, walk, and use business equipment daily such as a computer, copier, telephone, etc.; occasionally required to reach overhead, bend, and lift objects of up to 15 lbs. Complex thinking and analysis required with the ability to convey complex information clearly and concisely.

Generally works in office environment; may be required to visit client sites and be exposed to indoor or outdoor industry specific elements.

Benefits
Medical, Dental, Vision, Life Insurance, AD&D, LTD, RRSP Employer Match, Paid Holidays, and Paid Vacation as well as Sick Time.

The information listed above is not comprehensive of all duties/responsibilities performed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.

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