Manager-Technical Support Specialist

Provide second level diagnostic support the System and Network Engineering Teams and the Service Desk in supporting the plants as it relates to; Desktops, WAN, LAN, and Servers as well as capture site specific network, server, and end device documentation.

Creates / updates work instructions for new tasks or as the steps for existing tasks are modified, ensures all documentation is in the proper format and is stored in the location identified by the TSS team lead.

Monitors emails for alert notifications from the service desk and resolves or escalates these as required.

Provides change management support during the weekend when on call.

Participates, enforces, and follows DPW change, incident, and problem management processes and escalates, where required to the Service Desk following the predefined escalation procedure.

Adheres to DPW’s security process proactively identifying security issues and escalating these to the TSS team lead or appropriate manager as well as DPW’s purchasing processes ensuring that all IT equipment is properly tracked throughout the hardware lifecycle.

Participate in post-incident reviews to capture lessons learned and drive follow-up actions for long-term improvement.

Provides onsite support for new site launches and server / network refreshes.

Other duties as assigned.