Position Overview
Reporting to the IT Site Lead, the IT Site Specialist provides hands-on technical support for plant operations, end users, local infrastructure, cybersecurity initiatives, and technology projects. The role supports operational continuity by maintaining reliable, secure, and efficient IT services while working closely with plant employees, site leadership, vendors, and Corporate IT teams.
REPORTING RELATIONSHIPS
The IT Site Specialist reports directly to the IT Site Lead.
The IT Site Specialist may participate in site operational meetings and represent IT when designated by the IT Site Lead.
Responsibilities & Accountabilitities
Hardware and Software Support
- Install, configure, and maintain computer systems, servers, and network equipment in alignment with Kruger standards.
- Diagnose and resolve hardware issues affecting desktops, laptops, printers, and other peripherals.
- Oversee and maintain hardware inventory, ensuring timely replacements and upgrades as necessary.
- Install, update, and troubleshoot software applications to ensure optimal performance.
- Provide user support for software-related inquiries and deliver training sessions as required.
- Verify that software licenses are current and fully compliant with company policies.
Network and Connectivity
- Troubleshoot network connectivity, wireless, VPN, printer, and infrastructure-related issues.
- Support local network infrastructure including switches, access points, patch panels, and cabling.
- Assist Corporate Infrastructure teams with network upgrades, maintenance, and troubleshooting.
- Maintain network documentation and connectivity records.
Technical Support
- Provide responsive on-site technical support to plant staff, addressing IT-related issues promptly.
- Respond to helpdesk tickets and resolve issues in a timely manner.
- Conduct regular maintenance and updates to ensure system reliability.
- Own incidents and requests through resolution or escalation.
Security
- Implement and oversee cybersecurity for plant IT infrastructure in line with Kruger standards.
- Address security incidents and investigate when necessary.
- Maintain compliance with industry and company security policies.
- Maintain server rooms, network cabinets, and technology assets according to company standards.
User Requests Intake, Documentation and Reporting
- Acts as the secondary point of contact at the plant level to collect end-user requests, ensuring all IT requests and status updates are accurately documented and communicated to the IT Site Lead, using ServiceNow and approved corporate tools.
- Maintain accurate documentation of IT assets, configurations, procedures, and support activities.
- Prepares reports on IT performance and communicate risks, issues, and recommendations for improvement.
- Documents procedures and develops user guides addressing common issues and solutions.
- Participate in infrastructure, cybersecurity, workplace technology, and business system projects, including deployments, upgrades, testing, migrations, and implementations
Qualifications
- Diploma or Degree in Information Technology or related field.
Experience
- Minimum 3 years of experience in an IT support or infrastructure role.
- Deep understanding of hardware and software troubleshooting.
- Awareness of cybersecurity principles and practices.
- Experience with Microsoft 365, Active Directory, and ITSM tool.
- Demonstrated experience troubleshooting networking issues, including LAN, Wi-Fi, VPN, switching, cabling, and connectivity problems.
- Demonstrated ability to communicate and collaborate with third-party vendor support regarding technical support related matters.
Skills And Abilities
- Strong problem-solving and analytical thinking skills
- Excellent communication and customer service abilities
- Technical proficiency in hardware, software, networking, and infrastructure support.
- Understanding of cybersecurity principles and best practices
- Spoken English communication and written
- Provide on-call and afterhours support
