IT Infrastructure & Operations Specialist

IT Infrastructure & Operations Specialist

Objective

The IT Infrastructure & Operations Specialist is responsible for providing advanced technical support, bridging the gap between IT and OT, managing complex network environments, and maintaining strong LAN and WAN capabilities. This role also includes a focus on industrial networking, aligning with our commitment to excellence in IT service management, including a working knowledge of ITIL principles.

Main Responsibilities

• Advanced Problem Resolution: Investigate and resolve complex technical issues escalated from IT Specialists. Troubleshoot and diagnose hardware, software, network, and server-related problems. Provide expert guidance in problem-solving and decision-making processes.
• Technical Guidance: Mentor and provide technical guidance to IT Specialists. Assist in developing their technical skills and knowledge. Collaborate with team members to ensure efficient service delivery.
• IT-OT Integration: Facilitate the integration of IT and OT systems to optimize operational efficiency. Collaborate with OT teams to align technology solutions with industrial processes.
• Network Management: Manage complex networks in a mixed vendor environment.
• Ensure the stability, security, and performance of LAN and WAN infrastructures.
• Implement and oversee ITIL-based service management processes.
• Industrial Networking: Demonstrate an interest in and commitment to learning industrial networking protocols, including but not limited to Modbus, Profibus, and Ethernet/IP.
• Strive to gain familiarity with industrial control systems (ICS) and supervisory control and data acquisition (SCADA) systems, showcasing a proactive attitude towards expanding knowledge in this area.
• End User Support: Engage with end users to understand and resolve complex technical problems. Provide exceptional customer service and ensure high levels of user satisfaction. Ensure adherence to ITIL principles in all support interactions.
• Infrastructure Management: Monitor and manage network infrastructure, servers, and critical systems. Collaborate with system administrators and network engineers to maintain system health. Implement and oversee ITIL-based service management processes.
• Documentation and Knowledge Management: Create and maintain comprehensive documentation of technical solutions and procedures. Contribute to the organization's knowledge base. Identify areas for improvement and recommend enhancements to existing documentation.
• Project Support: Participate in IT projects, including system upgrades, migrations, and deployments. Provide technical expertise and assistance in project planning and execution. Ensure successful project outcomes and minimal disruptions.
• Incident Management: Manage and coordinate the resolution of high-priority incidents. Ensure that incident management processes are followed and improved. Conduct post-incident reviews and recommend preventive measures.

Position Requirements

• Education required: Bachelor’s in IT or related field (preferred).
• Career and Skills Desired: Proven experience in a Level 2 or equivalent technical support role. Strong analytical and problem-solving skills: Strong skills in standard server operating systems, MS Windows, and Linux. Exceptional communication and interpersonal skills. Ability to lead and mentor junior technicians effectively. In-depth knowledge of hardware, software, networks, and server systems. Proficiency in ITIL principles and best practices. Strong knowledge of LAN and WAN troubleshooting.  Familiarity with industrial networking protocols, ICS, and SCADA systems.
• Others: Relevant IT certifications (e.g., CompTIA Network+, Microsoft Certified Systems Engineer). Languages: Proficient English

At Nemak, Diversity, Equity and Inclusion (D&I) play a fundamental role in everything we do and are the underlying platform on which our culture is built. We foster a culture that is safe, respectful, fair and inclusive for all of our employees and job applicants. Our value proposition relies on innovation and cross-cultural teamwork, which is only possible when we strive for belonging and commitment to Diversity, Equity and Inclusion. We understand the impact equality and of varied perspectives that welcome better ideas to solve complex problems for improvement and transformation.

We are proud to have bias-free conditions of employment, including recruiting, hiring, placement, and promotions, and we welcome all our employees and job applicants. We strongly prohibit any form of workplace harassment or discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.