Description:
IT Engineer – Lead On‑Site Support (EUC & Network) |
Role Positioning
This role acts as the lead on‑site IT support function, owning day‑to‑day IT service delivery for the site. You will be the first escalation point, local decision‑maker, and trusted IT partner for users and stakeholders, working closely with central IT and third‑party providers.
Key Responsibilities (Lead On‑Site Support)
- Act as the lead on‑site IT support presence, responsible for the quality, responsiveness, and effectiveness of IT services at the site
- Own End User Computing (EUC) and local network support end‑to‑end, from incident intake through to resolution and follow‑up
- Provide Level 1 / Level 2 (L1/L2) support, with clear L2 ownership for investigation, diagnosis, and resolution
- Serve as the primary on‑site escalation point for complex desktop, application, and connectivity issues
- Take ownership of problem management, identifying recurring issues, performing root‑cause analysis, and driving permanent fixes
- Coordinate with central IT teams and external vendors, ensuring issues are progressed and resolved effectively while retaining on‑site ownership
- Ensure all devices, builds, and configurations comply with global standards, security policies, and asset control
- Support local network and on‑site infrastructure, escalating appropriately while maintaining accountability for outcomes
- Create and maintain local documentation, knowledge articles, and user guidance to improve self‑service and reduce incidents
- Play an active role in SOX‑aligned IT controls, operational documentation, and audit readines
- Continuously look for ways to improve service quality, stability, and the on‑site IT user experience