IT / OT Support Specialist

Overview

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.

We are a purpose driven organisation. Our purpose is to use advanced materials to make the world more sustainable and to improve the quality of life. We deliver on that purpose through the products that we make, and the way that we make them.

We help our customers push the limits of their processes and products to meet the demanding requirements they face, from higher process temperatures to higher product performance to increasing miniaturisation.

Key Figures: Revenue £1,112m (2022), ~8,500 employees, manufacturing in 30 countries, and a global customer portfolio. A UK PLC with head office located in Windsor, Berkshire UK.  Listed on London Stock Exchange; Member of the FTSE 250 Index.

IT/OT SITE SUPPORT SPECIALIST

PERMANENT ROLE

BUDAPEST          

OVERVIEW:

Morgan IT is on a mission to unleash Morgan’s potential by leveraging digital technologies to enable business growth, resilience, adaptability and sustainability. To achieve this, we are on a journey to embrace the power of Industry 5.0 core values.

The global IT Operations and Infrastructure team have responsibility for making sure all IT services delight our internal and external customers. Our aim is to maximise the value Morgan business derive from IT services with minimal disruption while delivering as cost effectively as possible.

The IT/OT Site Support Specialist adds value by ensuring the sites in his/her scope receive great IT support and services, and by taking care of the regional OT services as contributor to the Global Digital Manufacturing modernization.

SCOPE OF ROLE:

• To provide on-site support as required at Budapest and remote support in particular to the Gliwice and Stare Babice in Poland sites but also throughout Europe as required. There may be the occasional requirement to travel to these sites.
• Support the global OT modernization as key contributor to the global Digital Manufacturing team
• Responsible for keeping local IT Services up-to-date and resilient
• To work closely with IT Customers to ensure their requirements are met and their expectations are managed on all services and modernization roadmaps.

Responsibilities

ESSENTIAL DUTIES & REPONSIBILITIES:

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

Drive OT modernization as contributor to Global Digital Manufacturing Team

• Support in defining and executing the OT Strategy, Architecture and Roadmaps.
• Assess and document current state OT landscape and lifecycle
• Contribute to OT modernization initiatives

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

Qualifications

EXPERIENCE & BACKGROUND

Requirements and Experience

• 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
• Experience in Manufacturing, Engineering or Supply Chain business environments desirable
• Previous demonstrable background in infrastructure technology configuration, development and improvement
• A firm background in customer service and continuous service improvement.
• Excellent customer service and engagement skills and ethos is a must
• ITIL Foundation V3/4 desirable
• Further or higher education in related subjects
• Can demonstrate a good understanding of infrastructure technology & desktop configuration
• Experienced in service improvement
• Keen attention to detail with excellent time management & organisation skills
• Ability to drive initiatives forward when priorities conflict/are unclear
• Can work independently on own initiative as well as part of a distributed team
• Excellent ability to understand & apply best practice standards to all aspects of daily services
• Confident at managing relationships across all levels.

Competencies:

• Proficiency in diagnosing and resolving hardware, software, and network-related issues.
• Strong customer service and communication skills for assisting end-users on-site.
• Knowledge of network basics, including LAN and connectivity troubleshooting.
• Basic awareness of security best practices to maintain data and system security.
• Documentation and record-keeping skills to maintain asset and issue logs.
• Effective collaboration with other IT teams and vendors when required.
• Time management and task prioritization to address multiple on-site support requests.
• Adaptability and a willingness to learn and apply new technologies and solutions.
• Compliance with IT policies and procedures for security and data integrity at the site level.
• Proactively assist and educate end-users to improve their IT proficiency, providing guidance and training to enhance their technology skills and understanding.

Morgan Advanced Materials is an EEO/AA/M/W/D/V Employer Ind-1