Its not just about your career or your job titleits about who you are and the impact you are going to make on the world. Do you want to go into uncharted watersdo things that havent been done to make yours and someone else's life better? Wabtec has been doing that for decades and we will continue to do so! Through our people, leadership development, services, technology and scale, Wabtec delivers better outcomes for global customers by speaking the language of industry.
The Technical Project Manager / Service Desk Specialist will use critical thinking and standard operating procedures to perform IT support activities and resolve issues to ensure effective and timely resolution of tickets. This position ensures the integrity and reliability of the client computing environment and provides first and second level support in all technology related issues. The responsibilities includes, project management skill, installing, diagnosing, repairing, maintaining, and upgrading all hardware, related equipment and software while ensuring optimal workstation performance. They will work with other groups and in particular the Service Desk Leads to provide the necessary support to resolve client and site issues.
Technical Project Manager / Service Desk Specialist will report to IT TS Engagement Leader EMEA.
Duties and Responsibilities:
- Lead IT Ops in entire Africa region (South Africa, Mozambique, Angola, Egypt, and others)
- Handle all IT purchases.
- Single Point of Contact to business for IT related requests
- Support global IT teams; Networking, UC, Identity, Digital Workplace, Oracle teams and others to deliver programs locally.
- Coordinate bussiness projects with Wabtec center of excellence to help execute projects in a timely manner.
- Provide onsite support to all Wabtec Corporate locations/sites in South Africa (Freight & Transit); once/twice a weekly visit to Transit site is required.
- Engage and stay connected with bussiness leaders across Africa region and keep EMEA IT leader always informed.
- Lead and manage 3rd party IT vendor resources utilized to provide onsite support in South Africa, Mozambique, Egypt, Angola, and other countries.
- Perform Service Desk tasks according to Standard Operating Procedures (SOPs).
- Identify and deliver computer hardware, software and miscellaneous services meeting the defined Service Level Agreements (SLAs).
- Accurately document instances of hardware failure, repair, installation, and removal in the Service Desk system.
- Perform tasks related to Service Desk support in acquisition integrations.
- Administer and support current Anti-virus and SCCM implementations to ensure the security of client systems. Monitor desktops for patching and anti-virus compliancy.
- Maintain the Configuration Management Data Base (CMDB) within the Service Desk system ensuring accurate IT inventory documentation, IT stock management.
- Performs activities related to the operations and monitoring of the IT environment.
- Perform timely activities related to the PC lifecycle: Install, Move, Add, Change, Refresh, Stock, Dispose.
- Implement, configure, troubleshoot, and maintain network printers and scanner or MFUs.
- Implement, configure, troubleshoot, and maintain phones.
- Resolve backlog for incidents & SRs, report progress to end users and track root cause analysis.
- Obtain approval and purchase hardware and software as required or requested.
- Perform the VIP support on site or remote when requested.
- Perform standard tasks using established methods, principles, concepts, and procedures related to Service Desk activities with or without supervision based on the situation.
- Resolve questions or problems, referring only complex issues to higher level. Some evaluation, originality and ingenuity required. Will participate in projects that are large scale deployments of client support level software or hardware.
- Identify needs for end user training / tutorials and deliver them.
- Maintain IT budget and spending in coordination with finance team making sure costs are properly booked.
- Vendor management
- Other duties as assigned.
- Bachelors degree or country equivalent in a relevant discipline or commensurate combination of relevant experience and certifications
- Minimum 3 years of experience in related IT roles
- Windows 7/10 user and administrator knowledge/experience (Proven MS Certifications rainings)
- Proven TCP/IP and networking knowledge and work experience (ICND1)
- PC Desktop/Laptop hardware knowledge at professional level
- Audio/Video equipment support experience
- Proven English language knowledge working level both oral and written (intermediate level minimum)
- Excellent interpersonal and communication skills
- Demonstrated ability to work with global teams
- Strong team player collaborates well with others to solve problems and actively incorporates input from various sources
- Demonstrated customer focus evaluates decisions through the eyes of the customer
- Strong analytical skills strong problem-solving skills, communicates in a clear and concise manner and effectively evaluates information / data to make decisions
- Anticipates obstacles and develops plans to resolve
- Broad understanding of IT Infrastructure and support processes
- Experience managing 3rd party service providers
- Apple Mac and iOS expertise
- Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and / or industry activities
- Change oriented actively generates process improvements
- Supports and drives change, and confronts difficult circumstances in creative ways
- Knowledge on ITIL Foundations
