IT Technical Support Engineer L1&L2

Job Description

The IT Systems & Infrastructure oversees the design, planning, setup, monitoring, maintenance, security configuration, and testing of hardware and software components of IT systems and infrastructure, such as SAN, servers (cloud physical, virtual), and Data Centers (including distributed data rooms), working as an IT Systems & Infrastructure will require you to operate in a demanding environment, supporting the business in day-to-day operations and facilitating business changes.?Analyze incidents and liaise with IT colleagues and/or external consultants as necessary to resolve incidents and manage problems within timeframes?Coordination between different support vendors and ensure high quality service?Escalate issues requiring special attention to the support team when necessary?Minimize breakdowns both in number and duration?Ensure the quality of the IT service in accordance with Novo Nordisk requirements?Ensure proper documentation of the services?Ensure user satisfactionManage / Support Global IT projects & Implementation. ?Manage / support Global IT projects in order to provide solutions and/or improve business processes to ensure user satisfaction?Ensure appropriate governance of projectsManage IT Infrastructure and Security ?Maintain the IT infrastructure to ensure service availability in the Affiliate?Manage IT infrastructure services according to SLA with the external vendor and ensure business continuity?Ensure that the Affiliate functions comply with IT security procedures and guidelines?Ensure that the IT Security incidents are handled in a timely manner?Design a disaster recovery plan and execute it if necessary?Support network, server and telecommunications infrastructureManage IT Systems ?Ensure IT systems are maintained to the required Novo Nordisk quality standards.?Provide effective systems management, taking measures to prevent security breaches, investigating and resolving incidents?Manage the response to crises that affect IT systemsManage Budget and Resources ?Prepare & Manage IT Operation budget for the affiliate identifying cost effective solutions?Negotiate contracts with vendors as necessary and specify service/systems requirements?Ensure procurement of IT hardware and that supplies meet Novo Nordisk (Global & local) standards and policies?Prepare and maintain end user IT Assets and keep a record in ServiceNow IT Asset InventoryAffiliate IT Support ?Support end users with use of IT systems & services?Analyse the user needs & conduct training on a regular basis for sales force and other functions as necessary?Ensure end user satisfaction?Additional responsibilities are aligned with local affiliate based on business prioritiesScope of Authority: úIT Operations & Support servicesúITIL & AGILE methodologies and standardizationúPoint of contact for Affiliate for providing IT support services, including onsite

• Applies professional concepts to implement system network communications and solutions.
• Under general supervision, implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system.
• Under general supervision, manages one or a group of centralized computer servers.
• Analyzes, installs, modifies, and supports operating systems, utilities and Internet/intranet-related tools.
• Learns to Operates Corporate internal data systems, including Storage SANs.
• Under general supervision, implements server networked systems.
• Assists with execution of security control to prevent hackers from infiltrating corporate information.
• Applies professional concepts to administer security policies to control access to systems.
• Defines users, access levels and authority levels on the application or operating system level.
• Solves Email server related problem and manages Email users and groups.
• Implements and supports Virtual servers and Virtual applications.
• Ability to manage own tasks and assigned tickets in a timely manner, ensuring that they are completed within approved SLAs.
• Knowledge of IT process frameworks, supporting roles, and technologies, especially in incident, critical incident, problem, and change management.
• Solid awareness of Microsoft products and suites, as well as network, server, and application architectures, as well as their applications for clients

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