IT/OT Support Admin

IT/OT Support Admin is a member of Global Field Service Organization. The IT-OT support admin will provide general desktop support responsibilities, and is also responsible for field service and support  for our IT Infrastructure and Operations , Security Engineering and Operations, and Manufacturing IT Applications teams or service providers. The IT-OT support admin will work with multiple cross-functional teams and act as an liaison for the global IT organization and for the Manufacturing site organization to provide IT-OT services and enable the implementation and support of projects both IT projects and Manufacturing projects.

• Resolves Level 2/Level 3 incidents and fulfills service requests (phone, e-mail, walk-up, self-service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service
• Provisions and maintains all end-user computing equipment, such as desktop/laptop hardware, software, and peripherals (monitors, head sets, docking stations) in accordance with IT operations policy and procedures
• Provisions and maintains network printers, conference room equipment, digital signs, TVs, and other miscellaneous equipment.
• Works with IT Endpoint Engineering team and IT Service Desk to pilot changes to image deployments involving Windows Operating system updates, patches, and hotfixes to end user computers
• Works with IT Service Desk and Site Business Stakeholders to communicate planned IT maintenance requiring IT service outages, and unplanned Incident Response notifications
• Escalates incidents to the appropriate IT engineering and operations resources in accordance with established IT Incident Response procedure
• Monitors open support requests for accuracy, urgency and problem resolution
• Creates and maintains document repository or knowledge base of fixes, installation procedures, technical tips, and IT support documents or procedures
• Provides project support for Lifecycle Management projects including Computes, IT-OT Infrastructure, DCS, and Applications.
• Provide project support for the implementation of new technologies which enable the business examples include Digital Plant, IMM, PI, MES, LIMs and other
• Provides project support for the procurement and goods receipt pertaining to IT projects and Manufacturing projects which require IT-OT integration solutions.
• Assist IT Infrastructure and Operations teams in efforts to tack and mange IT assets (logical and physical) which are deployed at manufacturing location
• Support Microsoft Windows Operating System Software/Server Administration, Backup, and Recovery
• Coordinate maintenance requests and change requests from manufacturing facility maintenance provider; Power, HVAC, Fiber and Copper cabling.
• Assist IT Infrastructure engineering and operations team with Monitoring & Network Administration, including Change Management, and  Incident Response.
• Assists IT Security engineering and operations teams with Vulnerability Response, and Security Incident Response
• Support antivirus (McAfee ePO) and WSUS patches, updates, and hotfixes on Windows computers and servers; requires coordination with IT Operations and Manufacturing Unit teams pertaining to planned maintenance involving patching, updates, and hotfixes.
• Assist ICS Security Team, Infrastructure Engineers and Operations to provide maintenance and support for the process control network environment
• Coordinates IT-OT service and support on behalf of capital project teams from conception to commissioning predominantly for DCS Lifecycle Management and Automation projects including hardware and software design, testing, commissioning, start-up, and documentation
• Work with ICS Security, Manufacturing Core Technology Groups, process control engineering, maintenance, instrumentation, and operations groups to establish priorities for IT/OT Support Admin work.
• Work with and support the Manufacturing MOC process for the Process Control System changes and updates.
• Work with IT and Security architects to review and facilitate updates to application architecture diagrams and network connection table documents pertaining to IT-OT application integration; examples include OSI PI Interface, Time Synchronization, Endpoint Security, Backup and Recovery, Patch Management, and SIEM.

Required Qualifications

• A+ certification or equivalent networking experience
• CCNA Cisco Certified Network Associate
• Fluent English language knowledge is mandatory
• 2-3 years of IT-industry experience
• Strong knowledge of Windows platforms, Windows 10, Windows Server 2017, 2019, and 2022
• Strong knowledge of networking concepts such as TCP/IP protocols, configuring routers/switches, etc.
• Mobile Device Management experience
• Hands-on knowledge of HP, Xerox, Zebra printers and copiers
• Openness for business travel and driver licence B category
• Good communication skills
• Customer Service skills

Desired Qualifications

• Cisco CCNP – Cisco Certified Network Professional
• Fortinet NSE - Network Security Expert
• SolarWinds and WSUS Applications
• Hyper-V and/or VMWARE Virtual Environments
• Fortinet and or Palo Alto firewall network configuration and administration
• Cisco networking switch configuration and administration
• Experience with acceptance testing and commissioning of instrument equipment and systems.
• General knowledge of ICS control systems; Siemens System 7, Emerson DeltaV, and or Honeywell Experion Control System
• Experience working in a chemical manufacturing facility
• Project Coordination/Management experience

What we offer

• Cafeteria and Private Health Care Insurance
• Green, environmentally conscious, modern office
• Structured onboarding support
• Being part of a global mutinational team
• Yearly 1-2 business trips
• Cross-functional collaborations
• Diverse career paths (people management, subject matter expert)
• Exposure to project management opportunities
• Development opportunities in network admin, automation, OT, IT infrastructure
• Company and team events and possibility to join social groups
• Volunteering opportunities (supporting your local communities)