Senior IT Specialist

Job Summary/Purpose

The Sr. IT Specialist is a member of Magris Talc IS&T and is responsible for server, desktop, and network support in a 24x7 environment and will be required to respond to phone calls, chats, e-mail, and personnel requests for tech support, coaching, and training as well as contributing to and overseeing components of projects related to the IT support and infrastructure in Magris Talc.

The Sr. IT Specialist is also responsible for assistance in coordination of external consultancy for ongoing project work and elevated support issues.

This position exists to provide IT support for Magris Talc employees and contractors in the US and Canada regions and to support office (IT) and control systems (OT) infrastructure and needs where applicable.

• Support and work according to HSE goals and objectives.
• Perform all tasks with a focus on customer service and sensitivity to business process.
• Perform role functions according to Magris Talc/ Magris standards, and industry best practices. Respond to telephone calls, e-mail and personnel requests for support, coaching, and training.
• Thoroughly document, track and monitor problems ensuring timely resolution while adhering to change control procedures.
• Setup, install, configure, test, deploy, maintain, upgrade, and troubleshoot hardware and software working with external vendors as required.
• Setup, deploy and maintain workstation, laptop and mobile devices throughout the organization
• Maintain existing IT systems, operations, and network infrastructures.
• Maintain system security, firewalls, antivirus programs, Windows updates/patches, data backup/recovery.
• Monitor, manage and troubleshoot computer equipment, servers, LAN/WAN, including all related routers, hubs, switches and peripherals with assistance from consultancy as required.
• Complex problem resolution relating to connectivity and application inter-operability.
• Participate in Business Continuity and Disaster Recovery planning and documentation maintenance.
• Possess an understanding of telecommunications (phone systems & external circuits), Network WAN/LAN/VPN technologies and protocols. Act as primary Administrator for Company phone systems (Cisco Webex).
• Contribute to IT policies, procedures, practices and documentation.
• Support Senior Management contributing to specific projects, planning and implementation.
• Participate and oversee projects related to Magris TALC IT
• Roll out and maintain computer imaging program to ensure process efficiency and minimize user downtime
• Manage remote access software used for efficient troubleshooting and support methods
• Assist in implementation and maintenance of Mobile Device Management Solution
• Collaborate with Business Unit staff employees to ensure all relevant requirements are met in the delivery of services to customers.
• Work collaboratively with Control systems engineers to ensure they are actively supported in projects and in areas where infrastructure is shared
• Travel locally and to other locations to support Magris Talc client environment and participate in project work
• Participate in after hour’s emergency support for customer’s IT systems.

Recommend and assist in implementations of new technologies that enhance the ability to perform all aspects of this role.

• Troubleshooting user and computer issues in a standard windows environment. This is the primary component of the role and may include referencing AI, online forums, and r vendor specific sites. Will at times also need to relate to other technical staff and multiple vendors simultaneously to solve complex issues caused by complex technology interactions.
• Providing training to users in all aspects of technology on an ad-hoc basis
• Troubleshoot and elevate complex networking issues both internal and external to Magris TALC sites, utilizing known procedures and networking tools as well as working with other technical staff and vendors
• Participate and oversee projects related to Magris TALC technology as allocated. This also may involve the investigation of complex issues utilizing a large variety of source information to produce a solution…