Job Description
A Senior IT Support Engineer is expected to globally facilitate Infor user support, covering remote issue resolution, timely service handling, and effective problem escalation, all to enhance company-wide IT efficiency.
Responsibilities:
Assisting the Global IT support team to deliver a world class service to all internal customers
Provide support to global Infor users via phone, email and remote session
Perform hardware/software installation, diagnose and troubleshoot issues
Application account setups
Proper routing and escalation of issues in the organization
Evaluation, installation, troubleshooting of network, email and virus issues
Ensuring tickets are updated and resolved in a timely manner
Providing support on mobile phones (Android & Apple)
Qualification:
* GSD Senior IT Support Engineer Scope:
* Windows OS (installation, upgrade, troubleshooting).
* MacOS (installation, upgrade, troubleshooting).
* Network connectivity and VPN (configuration and troubleshooting).
* Office365 (installation, configuration, troubleshooting).
* Exchange (mail account / distribution list / group mailbox setup, configuration).
* Active Directory (account setup, group membership).
* File Share (access and troubleshooting).
* Server (windows OS patching, security remediation, troubleshooting).
* Security (virus/malware cleanup, remediation).
* Software (procurement, deployment, installation, troubleshooting).
* Applications (account setup, configuration, troubleshooting).
* Mobile Device (connectivity / MFA / InTune setup, troubleshooting)
Preferred qualifications:
* Preferred 8-10 years or more work experience as a Senior IT Support Engineer.
* Excellent oral and written English communication skills.
* With technical writing skills to create Knowledge Base articles and documentations.
* Problem solving and analytical skills.
* Participate in projects within various functional areas of IT.
* Provide expert recommendation during systems analysis techniques while working with customers to provide general or specific applications, systems or solutions to best meet business specifications and customer needs.
* Able to research, assess and drive technology innovations and trend.
* Able to qualify new technologies for BAU suitability.
* Minimum of Six (6) years technical knowledge of concepts and principles in respective industry or discipline.
* Problem solving and analytical skills.
* Ability to bring up new technology, ability to learn and utilize with minimal training.
* Industry certifications related to technology supported.
* In-depth understanding of different technology related to the services to be supported.
* Strong interpersonal skills must be able to interact with personnel in multiple business roles across the globe.
* Excellent English verbal and written communication skills.
* Experience on ITIL framework specifically Incident management, change management and problem management.
* Experience in Cloud Computing.
About Infor
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
For more information visit www.infor.com
Our Values
At Infor, we strive for an environment that is founded on a business philosophy called [1] Principle Based Management (PBM) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.
We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.
Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.
At Infor we value your privacy that's why we created a policy that you can read [2] here.
References
Visible links
1. https://www.kochind.com/about/business-philosophy
2. https://www.infor.com/about/privacy
