IT Field Service Supervisor

Donaldson is committed to solving the world’ s most complex filtration challenges. Employing innovation and breakthrough solutions, we are advancing filtration for a cleaner world. We look for the best people to help us succeed, offering opportunities to learn, effect change, and make meaningful contributions at work and in our communities. This is a place where you can make a world of difference.

SUMMARY

You will receive the responsibility for the coordination and development of +/- 5 Field Service Professionals in Belgium and Germany, and for providing in person and remote IT field service to technical and non-technical employees, supporting a variety of desktop, laptop, and mobile based devices. This position will troubleshoot intermediate level incidents of web-based applications, Oracle R12 Applications and Processes, Microsoft Operating Systems, Active Directory, and Exchange.

KEY TASKS

• Ensuring all Field Service Professionals understand strategic direction and objectives
• Ensuring IT department’s operational efficiency
• Responsible for timely resolution and escalation of employee incidents and requests
• Managing the client equipment lifecycle (purchase, build, deliver, upgrade, retire), set the standards and monitor compliance
• Managing and reviewing IT Service Management (ITSM) event backlog, including reporting back to IT Management
• Deployment and operation of management tools to enable automation in deploying new equipment, upgrading and patching existing equipment and produce reports
• Managing client security (patching of clients, define rights on machines, make sure antivirus and firewalls are operational on clients)
• Working closely with system architect and information security teams in designing and deployment of secure solutions
• Executing Incident, Change, and Root cause ITIL processes
• Assuring that service requests and incidents are delivered per SLA and OLA expectations
• Ensuring the compliance of all new infrastructure services with the agreed standards
• Primary partner with Network and Systems as the infield/on location smart hands

EXPERIENCE

• +5 years of experience in Help Desk level 2 position (troubleshooting and application support)

KNOWLEDGE/SKILLS/COMPETENCES:

• Working knowledge of software and/or processes of security, databases, internet, project management, spreadsheet and word processing
• Working knowledge of Microsoft Windows 7, 8.1 and 10
• Working knowledge of Microsoft Active Directory, Exchange, and the Office suite
• Working knowledge of networking, including TCP/IP, firewall configuration, LAN & WAN technologies, and remote access technologies including VPN clients
• Working knowledge of Oracle R12 application systems processes and support preferred. Previous ServiceNow experience a plus
• Strong verbal and written skills in English, knowledge of Dutch and/or German is a great asset
• Ability to handle many tasks simultaneously
• A strong dedication to quality customer service, and a working knowledge of service delivery procedures
• Strong problem-solving skills and decision-making ability
• Good task management and organizational skills.

Come make a World of Difference!

Employment opportunities for positions in the United States may require use of information which is subject to the export control regulations of the United States. Hiring decisions for such positions are required by law to be made in compliance with these regulations. Applicants for employment opportunities in other countries must be able to meet the comparable export control requirements of that country and of the United States.

Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.