IT / OT Site Support Specialist

Build and maintain IT relationship with sites and support their IT experience

• Maintain and build relationships with end-users and other stakeholders on sites in scope
• Run site meetings to understand site priorities, site IT satisfaction and communicate outcomes to relevant IT stakeholders (e.g. escalations, priorities, new requirements, etc.)
• Monitor overall site IT performance (ticket statistics and satisfaction)

Ensure resolution of incidents and requests, while always keeping users up-to-date

• Support users in using the IT Service Management tool and its Self Service capabilities to optimize their support
• Assist users in logging issues, requests and new requirements to enable resolution in the most effective way
• Where in scope, provide direct support to end-user incidents and service requests in line with operations processes
• Ensure Site IT facilities are functioning and used in the most effective way (e.g. beamers, conference rooms, etc.)
• Take ownership on user experience and ensure issues get resolved, always keeping users informed in the process
• Escalate recurring problems and make suggestions for continuous service improvements

Support users in their IT proficiency to maximize value from IT Services

• Train and coach end-users in the use of IT Services (eg. O365, Teams, Meeting room facilities, Sharepoint, etc.)
• Connect users to subject matter experts, key-users and training platforms where valuable

Support programs, projects, asset management and local IT management

• Act as site IT point of contact for IT Programs and Projects
• Ensure up-to-date site IT asset register and manage site hardware lifecycle
• Optionally: Manage local IT Applications and / or Infrastructure and respective vendors
• Champion Safety, Security and Compliance in the workspace in everything you do

• Bachelor’s degree in Computer Science, Technology or related is preferred, but not required
• Excellent communications skills – fluent spoken and written English and local language
• High affinity with OT / Shopfloor / AI / Industry 5.0 preferred
• Experience in Manufacturing, Engineering or Supply Chain business environments desirable
• Proficiency in diagnosing and resolving hardware, software, and network-related issues.
• Knowledge of network basics, including LAN and connectivity troubleshooting.
• Previous demonstrable background in infrastructure technology configuration, development and improvement
• A firm background in customer service and continuous service improvement.
• ITIL Foundation V3/4 desirable
• Keen attention to detail with excellent time management & organisation skills
• Can work independently on own initiative as well as part of a distributed team

• Canteen
• Shower
• Corporate events
• Bicycle storage
• Parking
• Dog friendly
• Free fruits, snacks

Morgan Advanced Materials is a business rich in history and innovation. Founded in the UK in 1856, we have grown into a global organisation with 70 sites in 18 countries. Our model to serve our customers where they need us has led to a diversified product range using our unparalleled expertise in ceramic and carbon materials, which we exploit to solve difficult problems for our customers across a diverse range of markets.