Senior IT/OT Support Engineer

Job description

As an In-country IT Support Specialist, you will play a crucial role in ensuring the efficient operation of our organization's IT systems within your designated locations. You will provide technical support to employees, resolve IT-related issues, be the escalation point for OT queries, and collaborate with the global IT team to maintain a stable and secure IT environment. Act as in-country single point of accountability for all IT projects to be deployed into your Locations. Key Responsibilities: User Support: Provide first-level technical support to end-users, addressing hardware, software, and network-related issues. Respond promptly to IT support requests via email, phone, or in-person, ensuring timely issue resolution. Assist employees with computer setup, software installation, and troubleshooting. Hardware and Software Maintenance: Conduct regular maintenance, upgrades, and repairs of computer hardware and peripherals. Install, configure, and update software applications as needed. Monitor and manage inventory of IT assets and equipment. Network Support: Assist in setting up and maintaining local network infrastructure. Troubleshoot network connectivity issues and ensure a stable internet connection. Collaborate with the central IT team to implement network security measures. OT Support Collaborate with the Level 1 OT support team to ensure queries are resolved within SLA. Ownership of all activities and Projects on supported OT sites. Security and Data Protection: Enforce IT security policies and procedures within the location. Conduct regular data backups and assist in disaster recovery planning. Educate employees on IT security best practices. Documentation and Reporting: Maintain accurate records of IT equipment, software licenses, and support requests. Generate reports on IT-related activities and issues for management review. Vendor Management: Liaise with local IT vendors and service providers to ensure timely resolution of issues. Assist in evaluating and selecting IT vendors as needed. Training and Knowledge Sharing: Provide training to employees on IT tools and applications. Share knowledge and best practices with the local team. Applications Support: Provide support for business-critical software applications used by local teams. Troubleshoot application-related issues, including installation, configuration, and user access problems. Collaborate with global IT team, Software vendors or developers to resolve complex application issues. Assist in the testing and deployment of application updates and patches. Local Project Implementation: Participate in the planning and execution of IT projects specific to the local office or region. Coordinate project activities, including hardware and software upgrades, migrations, and installations. Ensure that project timelines and objectives are met within budget constraints. Provide technical expertise and support during the implementation of IT solutions Qualifications: Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience). Proven experience in providing IT support and troubleshooting. Strong knowledge of operating systems (Windows) and common software applications. Familiarity with networking concepts and protocols. Excellent communication and customer service skills. Ability to work independently and collaboratively in a global team. Exposure to Fuel Energy Downstream industry an advantage. Relevant certifications (e.g., ITIL, CISCO, Microsoft Certified Desktop Support Technician) a plus.