Job Description

ROLE PURPOSE The IT Field Support Specialist is accountable for applying discipline knowledge and to act as a true partner to its specific stakeholder group in the RC, Shore base, Vessels, Yards or ROLE PURPOSE The IT Field Support Specialist is accountable for applying discipline knowledge and to act as a true partner to its specific stakeholder group in the RC, Shore base, Vessels, Yards or any other Fields which require IT support. You are responsible for supporting these stakeholders in alignment with the Group IT strategic and/or operational priorities. Your area of expertise is wider than dedicated specialist but also more specific in Fields particularities You advise within your area of expertise and are expected to remain at the forefront of developments to identify innovative methods to carry out assigned tasks that will increase the overall quality and efficiency. ROLE CONTRIBUTION 1. In order to support, govern and contribute to a fully integrated and aligned IT Strategy across the organization, you have to: 1.1. Liaise, work together with- and advise your colleagues within different RC's and disciplines 1.2. Execute the processes and best practices necessary to work according to the direction and strategy of Group IT (and make suggestions for improvement if required) 1.3. Support the Service Delivery team in solving complex problems and visiting fields where stakeholders are working. The measure of your effectiveness in this will be: . Alignment sessions with peers and other disciplines across the different RC's . Initiate actions, preparing planning and report of activities 2. In order to ensure knowledge sharing and creating awareness amongst the IT community on your respective specialism, you have to: 1.1. Keep the IT community informed on any new initiatives and decisions taken that might have an impact on day-to-day business 1.2. Participate in project meetings 1.3. Ensure a cross functional alignment to minimize down-time within the overall IT landscape The measure of your effectiveness in this will be: . Level of your clarity and technical expertise in regards to breaking down the organization needs and requirements into manageable parts for your field of expertise . Participation in IT Audits . Providing and updating the required documentation 3. In order to ensure that you understand and manage your stakeholders and their requirements as well as having assigned activities completed successfully, you are to: 1.1. Understand, plan and deliver assigned tasks with accuracy to meet stakeholders needs in a timely manner 1.2. Identify areas requiring more detailed instructions and clarify as necessary with stakeholders to ensure no surprises 1.3. Complete tasks in compliance with applicable standards and work procedures 1.4. Identify areas for potential issues and proactively communicate with stakeholders to resolve issues, share information and provide guidance as required 1.5. Seek clarification or guidance as soon as difficulties arise and recommend alternative solutions 1.6. Perform thorough self-check of all solutions prior to release for use by stakeholders 1.7. Properly plan work to allow adequate time for stakeholder feedback and adjustments to ensure intended functionality 1.8. Network with stakeholders to serve as a source of support in executing project deliverables ensure proactive two-way communication 1.9. Produce consistent/organized instructions in a well-structured format to convey required information to stakeholders or peers. The measure of your effectiveness in this will be: . Performance Feedback from stakeholder as per SLA's . Timeline and accuracy in completing tasks . Quality and effectiveness of the provided advise/ solution . Representing the Company towards internal- and external stakeholders in a professional and compliant manner . Demonstrated effective interfaces within and across-disciplines 4. In order to ensure quality and reliability of tools and systems in support of the business, you are to: 1.1. Willingness to perform troubleshooting in isolation when necessary. 1.2. Be self-motivated to improve technical competencies for the assigned work 1.3. Promote continuous improvement within the Discipline by remaining current on the latest technology developments 1.4. Apply and capture applicable lessons learned in the execution of activities to enable information sharing, increase project efficiencies, and support/develop best practices 1.5. Ensure solutions are communicated and documented in a manner that is easily understood by others 1.6. Ensure solutions are thoroughly tested prior to release for use by stakeholders avoid cutting corners COMPETENCY AND LEVEL REQUIREMENTS Qualifications: Minimum Diploma in IT or equivalent Minimum 10 years experience and has hands-on knowledge of IT Support Enterprise Architecture: Technology Awareness - Middle level General Processes: Service Request Incident Management and Dispatch - High level Problem Management And Major Incident - Middle level Knowledge Management - Middle level Configuration Management - Middle level Access Management - Middle level ITSM Management (Servicenow) - Middle level Monitoring - Low level Operational Services - End Users: Hardware End users Support - High level Microsoft Office Support - Middle level End User Application Support - Middle level Collaboration Device Support (Phone, TP, Video,..) - Low level End User Administration Tool - Low level End user OS (Windows, Linux) Support - High level Operational Services - System (Compute): Active Directory (User, Computer, Group, OU and GPO) - High level Operational Services - Network: Core Network (WAN, VSAT, Riverbed, MPLS) - High level Firewall, Access list Administration (Cisco knowledge) - Middle level LAN Layer 2 and Layer 3, VLAN Administration (Cisco knowledge) - High level IT Security Security Awareness - High level Behavioral Competency: Customer Focus - High level Tech Savvy - High level Manages Complexity - High level Decision Quality - High level Action Oriented - High level Resourcefulness - High level Optimizes Work Processes - High level Ensures Accountability - High level Drives Results - High level Collaborates - Middle level Persuades - Middle level Instills Trust - High level Self-Development - Middle level Being Resilient - High level