IT Field Service Support Engineer

IT Field Support Engineer

The IT Field Support Engineer will be responsible for day-to-day technical operations, offering technical support and guidance through facilitation of resolution of any incoming IT requests or queries from Carmeuse employees. The position acts as the Service Delivery representative (SPOC) for the associated geographical region and carries regional management responsibilities as part of a global strategy.

• Drive & lead the day-to-day IT operations activities related to the assigned geographical area, with support and knowledge of the direct manager.
• Independently assess, diagnose, and troubleshoot any IT issue or request raised.
• Perform any operational activity required to support, solve, or facilitate resolution of any IT-related malfunction of the systems, platforms, or processes.
• Ensure Carmeuse IT Systems and Platforms are up and running in a timely manner, through proper coordination of activities and collaboration with the IT Service Desk team and other support groups.
• Ensure adequate usage of the ITSM platform to enable proper tracking and reporting on IT operational performance.
• Document properly any IT solution encountered or offered on the IT Knowledge Database (KB) platform or repository.
• Offer support and guidance to users on how to use IT Systems and/or solve any IT related issues or questions.
• Take a proactive approach towards IT operations effectiveness by identifying observations, raising risks (when applicable), and proposing ideas or solutions for improvement.
• Build business relationships with related functional areas within Carmeuse personnel and business units.
• Support and potentially supervise any external partners or third parties delivering IT Services to Carmeuse.
• Play an active role in the standardization of processes and ways of working at a global level by partnering with other IT Field Support Engineers and IT Leadership.
• Participate in IT Service Management related activities.
• Communicate effectively within and across IT departments and at the corporate level, aligning with IT/Business Leadership and stakeholders regarding IT outages, changes, etc. User (Employee) Experience Activities.
• Facilitate collaboration between IT or non-IT Support Groups based on IT & Business needs, engaging stakeholders as required.
• Maintain effective communication protocols between IT and non-IT partners, documenting needs and solutions.
• Participate in regularly scheduled meetings and activities with IT Workplace and Helpdesk teams.
• Perform duties not directly related to IT when required.

• Ensure tickets are solved within business-agreed SLAs & KPIs.
• Ensure an excellent, efficient, and effective user experience at every interaction with IT.
• Own end-to-end resolution of IT cases within agreed SLAs & KPIs, engaging, coordinating, and performing necessary actions.
• Partner with business units such as HR and Employee Experience to support, help, and create best-in-class IT user journeys.
• Represent IT within the area by engaging regional stakeholders through governance framework meetings and ad-hoc discussions.
• Gather feedback from users regarding improvement ideas for IT operations processes and user experience interactions.
• Handle difficult situations with professionalism, quickly and efficiently.

• Based on IT and Business needs, provide physical presence and perform any IT-related activities at various Carmeuse locations within the assigned region, with prior agreement of timing.
• Act as the face of IT in Carmeuse locations within the region.
• Support regional and global activities to instruct and train the user community on IT concepts, systems, and usage of tools and equipment.
• Support multiple IT disciplines, including network infrastructure, helpdesk tickets, application support, and general maintenance on IT hardware.

Home based near either:
Rogers City MI – 1035 Calcite Road, 49779; or Lansing/Wood Road HQ MI – 16527 Wood Road, 48906.

• Excellent customer-driven service skills.
• High level of empathy towards users ("walk in the user's shoes").
• Strong time-management skills with ability to handle multiple tasks simultaneously.
• Possession of teamwork and work ethic.
• Critical thinking and problem-solving skills, adapting to changing environments and situations.
• Ability to interpret technical writing.
• Organized and structured work approach.
• Curiosity and avid learning ability, quick to learn.
• Good (toward very good) understanding of generic IT concepts, including networking, cloud computing, infrastructure, and security.
• At least two (2) years of relative working experience required; three (3) years preferred.
• Basic understanding of Business Operations (OT) concepts.
• Understanding of ITSM frameworks (ITIL); ITIL Foundations certification preferred.
• Basic understanding of UX field and concepts.
• Bachelor's degree in Business, Information Technology, a related field, or equivalent work experience.
• Fluency in local…