IT Support Engineer

Job Title

Job Description

Vanderlande is the global market leader in baggage handling systems for airports and sorting systems for parcel and postal services. The company is also a leading supplier of warehouse automation solutions. Established in 1949, Vanderlande has over 5,000 employees, all committed to moving its customers' businesses forward at diverse locations on every continent. With a consistently increasing order intake of more than 1 billion euros, it has established a global reputation over the past six decades as a highly reliable partner for value-added automated material handling solutions.

POSITION SUMMARY:

The IT Engineer role provides support for Vanderlande's high-level controls product offering (Vision, W-platform, etc.); you are part of a team of IT Engineers that operate in our North America Service Center (NASC). You are responsible for helping our customers find and resolve system issues (incident management), researching problem solutions (problem management), and advising of changes (change management) to the IT operational systems. You will be part of the remote Service Support team within the North America Service Center (NASC). To ensure customer warehouse solutions operations run smoothly, you will have frequent contacts with customers, partners, the internal organization, and suppliers.

Essential Functions (Job Duties and Responsibilities):

• Work on a team of IT Engineers responsible for troubleshooting and resolving issues with our IT system infrastructure customer environments.
• Communicate with customers upon system disruptions - explain problems, provide existing - and, innovate new solutions, and prevent future problems.
• Report to our customers on the system's status, reports, updates, and RCAs.
• Work with customers and colleagues to guide daily operations using our high-level controls software.
• Assist the NASC Teamin supporting new releases and new applications.
• Oversee requirements, integration, the configuration of IT and software changes throughout the lifecycle of the customer sites
• Tasked with the installation, configuration, testing, technical support, and process enforcement in the day-to-day operations of IT infrastructure systems concerning the patch management process.
• Govern the adherence to IT Security Policies regarding patch management throughout our customer sites.
• Willing to travel internationally for training on the Vanderlande HLC systems for an extended period.

In the role, you will also be responsible for:

• Troubleshoot and resolve technical issues in IT systems and networking, connecting different systems to identify the root cause of problems and the appropriate resolution.
• Provide technical and process guidance to other engineers on the team
• Assist in developing technical best practices
• Evaluate system performance after go-live to drive continuous improvement of system performance and facilitate process improvement.
• Willing to serve as a standby or backup resource
• Develop checklists, guides, best practices, and procedures to support the patch management process.
• Stay informed regarding advances in patch management technologies, configuration, and administration.
• Assessing future technical needs of the team

Required Education and Experience:

• Bachelor's Degree in the relevant study (IT, Computer Engineering).
• Install the software, patches, updates on servers and VM servers

Knowledge-Skills-Abilities (Competencies):

• Excellent analytical / problem-solving skills.
• Good knowledge of operating systems (Windows, Linux, Unix).
• Good understanding of underlying technologies hosting applications, databases, application servers, web servers, client installations.
• Good knowledge of IT infrastructure high availability systems, incl. Oracle, HPE, SUSE Linux, VMware.
• Must be proactive and capable of taking the lead on own initiative.
• Ability to work under pressure on mission-critical systems
• Team player, adaptable, and willing to broaden skills outside core skillset and develop and mentor other team members.
• Develop a good understanding of customer requirements

• A clear communicator, able to communicate at all levels, able to be clear and concise to stakeholders and management at all levels
• Good attention to detail and ability to work to a high standard
• Good planning and scheduling skills.
• Experience in IT Infrastructure service management environments.

Position Type/Expected Hours of Work:

This is a full-time position supporting a 24/7 call center operation.

Travel:

Occasional travel to customer sites in North America is required. Some international travel will be required for training purposes.

Work Environment and Physical Demands:

The work environment/physical requirements described here represent those an employee may encounter while performing the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit, use hands to handle or feel and talk or hear.

The employee is frequently required to reach with hands and arms, and the employee is occasionally required to stand, walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and move up to 25 pounds and occasionally lift and move up to 50 pounds. Although an IT Lead Support Engineer predominantly works in the office, they also spend time at a customer site, where they sometimes handle packages or automatic equipment such as conveyor systems.

While performing the duties of this Job, the employee is sometimes exposed to warehouse systems, mechanical parts, and vibration. The noise level in the work environment and job sites can be loud. The IT Lead Support Engineer will encounter mechanical, electrical, and hydraulic equipment. Ear protection should be worn.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

*This position operates in the secured area of the customer site and requires a security badge/access. Applicants must pass a background check, as provided by applicable state and federal law.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Vanderlande is an equal opportunity/affirmative action employer. Qualified applicants will be considered without regards to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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