IT Technical Support Specialist

Harsco Rail operates across the world and has a proven and sustained track record in providing customised, technology-driven rail track solutions.

The company has been pioneering mechanised maintenance for more than 100 years. Today, Harsco is still leading the way with practical, customer-driven solutions that set the standard for insight, innovation and performance - keeping the wheels of commerce driving forward and passengers on the move.

Harsco Rail’s Contract Services provide customers with a high quality service by work crews that know the machines’ operation and maintenance best. With years of experience, Harsco Rail’s Contract Service teams have covered more than 640,000 kilometres of track, consistently achieving industry leading production rates and high quality output. Contract services include providing the maintenance, equipment, and labour to complete the job.

Harsco Rail offers contract services for Rail Grinding and has been grinding rail for over 50 years, covering more than 300,000 km (192,000 miles) in the last 7 years.

JOB PURPOSE

This candidate is a self-starter who can work with minimal supervision providing IT support.  Responsible for maintenance of site servers, site network equipment, site telephony, desktop hardware and peripherals.  Responsible for installation and support of desktop hardware and desktop software.  Responsible for responding to user calls and requests for assistance.

PERSONAL ATTRIBUTES/COMPETENCIES

Competency

Qualifications & Managerial Experience

Levels 1 and 2 have no supervisory responsibilities. 

Level 1 – A degree is not required.  A minimum of one year of related experience in the support of desktop hardware/peripherals and desktop software systems.

Level 2 – Associate’s Degree required (or technical certifications) or a minimum three years of related experience.  

RESPONSIBILITIES & DUTIES

Will include the following, but other duties may be assigned:

• Self-motivated to complete assignments on time, yet able to determine when to ask questions for clarification or further direction.
• Provide first point of contact for all support issues for end-user technical support maximizing the end user’s experience.
• Establish and maintain effective relationships with all levels of users.
• Ensures an outstanding level of customer service by providing direct IT support to individuals throughout the organization.
• Prioritize service issues based on multiple competing priorities and objectives.
• Setup, install and maintain desktop and laptop hardware/software and peripherals and network printers
• Setup and maintain site network file structures, access rights, network security, network users, network printing and desktop user environments.
• Setup and maintain site network servers by applying patches, logging changes and monitoring error logs.
• Troubleshoot and repair problems with the site network, server, and telephony infrastructure and systems.
• Troubleshoot and resolve problems encountered in the use of site systems and desktop applications.
• Assist with maintaining computer room, site network cabling and department documentation.
• Non-business hour time may be required to repair and troubleshoot problems to provide efficient, quality service.
• Maintain site specific desktop application setup, standards and streamline processes to eliminate future problems.
• Prepare cost requests and procure equipment to meet business needs.
• Maintain site hardware/software inventories and assist with the audit of site hardware and software.
• Monitor site-based server hardware uptime, virus protection and site-based software updates.
• Assist with system backups and disaster recovery plans.
• Escalate issues and concerns to the Global Infrastructure Manager, as appropriate.
• Ensure all technical support related activities comply with the global Harsco compliance standards and procedures.
• Document all support calls for systems performance and metrics reporting.
• Dependability, regular attendance, and the ability to work extended hours are required.
• Ability to lift a minimum of 40 lbs.
• Perform other reasonably-related tasks as assigned by management

HEALTH, SAFETY & ENVIRONMENTAL RESPONSIBILITIES

• To take reasonable care for the health and safety of yourself and other persons who may be affected by your acts and omissions at work.
• Contribute to the delivery of company occupational health and welfare, safety and environmental improvement plans.
• Only undertake work for which you have been trained and (if required) certified competent.
• To comply with Risk Assessments, method statements and safe systems of work.
• Maintain and utilise all PPE provided by the employer.
• Cooperate with your employer on health, safety and environment.
• Make safe any unsafe conditions where practical and challenge unsafe work practices.
• Inform your line manager, supervisor or health and safety representative of any unsafe occurrences
• Report all, and assist with investigating relevant accidents, incidents and near misses
• Additional responsibilities as identified for Managers in PRO/S/G/015

Basic Qualifications:

• A degree is not required. A minimum of two years of related experience in the support of desktop hardware/peripherals and desktop software systems.
• Advanced proficiency with Microsoft operating systems and environments required.

KNOWLEDGE AND SKILLS

• Knowledge of commonly used concepts, practices, systems, software, hardware, telecommunications and procedures within IT.
  • Experience with Office 365, MDM, AD, Veritas Backup Exec, Windows client (Windows 10\11), server environment (2012/2016/2019) and Azure
  • Understand basic network concepts and routing
  • Exposure to and knowledge of SCCM
• Proficient in the implementation/maintenance of network/file servers and desktop support, including laptops and desktops, and applications.
• Knowledge to upgrade and troubleshoot server and desktop operating systems and desktop application issues.
• Oral and written communication skills to effectively interact with end users and management to communicate in clear, understandable and concise terms.
• Resourceful and innovative in the repair and troubleshooting of systems.

DIMENSIONS

• EMEA Coverage

KEY WORKING RELATIONSHIPS

• Internal employees