IT/OT Site Support Specialist

Overview

IT/OT SITE SUPPORT SPECIALIST

Location: Budapest, hybrid

Employment: Permanent

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 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 IT 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 Katowice and Stare Babice in Poland sites but also throughout Europe as required. There may be the occasional requirement to travel to these sites.
• 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

Key Responsibilities:

• 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).
• 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 business transformation initiatives including D365 ERP deployments, hypercare activities, user adoption and local business readiness.
• Support site cybersecurity initiatives, vulnerability remediation activities, security audits and regulatory compliance requirements, including NIS2 related activities.
• 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.
• 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

Requirements:

• 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.
• 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.
• Experience with Microsoft 365, Endpoint Management (Intune), Active Directory/Entra ID, IT infrastructure, networking, cybersecurity, and an understanding of manufacturing systems, OT environments, and ERP platforms such as D365 is highly desirable.

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

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 £1,100.7m (2024), ~8,000 employees, manufacturing in 20+ 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.