Engineer 2, IT User Support

Primary Duties & Responsibilities

1. Implementation; Support Network and Computing Services:

   • Monitor help desk system and respond to requests for support that fall within the area of PC hardware or software support. If the problem is beyond the technician’s ability to solve, contact other I.T. staff member for assistance

   • Diagnose and troubleshoot problems with PC’s to determine if the problem is hardware or software related.

   • Replace or upgrade defective components. Replace entire systems if repair is not practical. Transfer user files and settings as required.

   • Provide off-hours support when necessary.

   • Provide direct support and operational knowledge of Corporate run services

   • Train to manage and administer robust, high-availability corporate server platforms supporting production applications.

   • Perform OS backups and prepare component parts for Production computers frequently.

2. Service Delivery

   • Participate in administration and support of Network, Servers, Security and Desktops.

   • Provide end-user support on a timely basis and in accordance with organization standards.

   • Update helps desk documentation following resolution of problems.

   • Frequent / appropriate communication to user/help desk, management and team members as to the current status of problems/issues. Update help desk documentation following resolution of problems.

   • Recommend and adhere to department procedures, consistent with legal and statutory requirements and with industry best practices.

3. Infrastructure Security and Integrity

   • Maintain the integrity of the computing and networking environment through appropriate backup strategies, vital record storage, and system security measures including: Ensuring up to date versions of mal ware (Antivirus, Spam Controls).

   • Ensure site-wide compliance to regulatory controls and corporate IT policies/practices:

     1. II-VI IT Framework controls and polices.

     2. Licensed software use and reproduction Security Change Management.

4. Personal Development/Best Practices

   • Role model for Quality, Customer Satisfaction.

   • Responsible for maintaining Quality Work Environment and housekeeping standards for own work area and community areas.

   • Maintains a positive attitude and is cooperative in working with others.

   • Adapts readily to changes in work caused by new requirements and/or situations

Education & Experience

• 2+ years of experience in PC and Network system support and administration, and end-user support.
• BS degree in Information Science or related areas.
• Knowledge of desktop operating systems (Windows) and network operating systems, (Windows Server) as well as network and communication protocols.
• Cisco certification (CCNA) and Microsoft certification (MCSA) desired.
• Good computer skills, experience with Microsoft Office programs including Word, Excel, Access, PowerPoint, Outlook Email and Internet Explorer.
• Strong troubleshooting and problem analysis skills Knowledge of network/server backup systems.

Skills

• Good knowledge of Microsoft Server Windows Operating Systems, Network operating systems (Microsoft 2008/2012/2016 Server) and Data communication protocols/technologies preferred.
• Good customer service skills including telephone techniques, listening skills, sense of urgency and enthusiasm.
• Good interpersonal and communication skills; ability to communicate effectively with end-users and management.
• Good command of spoken and written English Demonstrated problem solving and work prioritization skills. Must be both team-oriented and self-motivated.
• Familiarity with administration and support of voice communications Ability to handle multiple priorities involving external and internal priorities
• Ability to excel in a cross-organizational, cross cultural, global team environment. Handle special assignments promptly and professionally.

• Set a high standard of ethics, professionalism, leadership, and competency. Demonstrates and promotes the Coherent Worldwide I CARE values

Working Conditions

• Working in the office, full-time in manufacturing company.

Safety Requirements

All employees are required to follow the site EHS procedures and Coherent Corp. Corporate EHS standards.

Quality and Environmental Responsibilities

Depending on location, this position may be responsible for the execution and maintenance of the ISO 9000, 9001, 14001 and/or other applicable standards that may apply to the relevant roles and responsibilities within the Quality Management System and Environmental Management System.

Culture Commitment

Ensure adherence to company’s values (ICARE) in all aspects of your position at Coherent Corp.:

Integrity – Create an Environment of Trust

Collaboration – Innovate Through the Sharing of Ideas

Accountability – Own the Process and the Outcome

Respect – Recognize the Value in Everyone

Enthusiasm – Find a Sense of Purpose in Work

Coherent Corp. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.