Role Overview

The Workplace IT on-site support local lead ensures that he and other on-site support members address all incidents, tasks, and requests for his assigned location promptly and efficiently.

Job Responsibilities

• Leading
  • Represent the assigned location On-Site Support (OSS) team to other stakeholders.
  • Lead other OSS site team members in the same location to ensure compliance with established policies, processes, and ways of working toward customer service and experience.
  • Collaborates with OSS Regional lead to ensure that all OSS team members possess the right skills, are adequately trained, have access to the right tools, and fit NXP values and culture.
  • Work with the NXP IT Site manager and OSS Regional lead to adjust service priorities and manage escalations.

• Executing
  • Drive administrative activities on-site, such as running inventory, managing stock levels, ordering devices, and following disposal procedures.
  • Provides technical support for Infrastructure items and NXP devices within a defined scope. (i.e., data centers, telecommunication rooms, telephony, and PCs)
  • Perform technical activities related to PC lifecycle (Image, configure, deliver, refresh, and retire)
  • Help Personal Computer users troubleshoot problems and perform corrective actions for hardware and software.
  • Collaborate with other IT team members when the problem is beyond his/her capabilities or scope of work.
• Provide a positive customer experience while addressing client issues, concerns, or questions.

Technical skills

• 5+ years of experience in IT on-site support activities.
• Advanced knowledge of:
  • Windows-based computers (Imaging, upgrading, troubleshooting, and repairing)
  • Windows operating system and applications
  • Authentication services
  • IT Management Systems (i.e., ServiceNow)

• General knowledge of:
  • Datacenters and telecommunication infrastructure
  • Fixed telephony systems
  • Network Infrastructure

Soft skills

• Technical leadership to guide other OSS team members at the same location.
• Good verbal communication skills to explain technical problems and solutions to non-technical people.
• Patience, Empathy, and Understanding of problems and concerns of non-technical clients.
• Positive vocabulary and kind avoidance of political, religious, or other socially controversial topics
• Friendly, cordial, and professional attitude

Notes:

• The job requires 100% On-Site presence during business hours.
• The job is subject to Company/Area dress code.
• The job requires flexibility in the workspace assignment (Building and Room within the same site)