**Purpose of the role**: The NCI Support Engineer role is bringing the support and maintenance services to regional, global and DDC’s platform teams in the services provided by NCI to the organization’s end-user Infrastructure environment. **Job Roles and Responsibilities**: Scope - The NCI Support Engineer will work closely with the internal end users and operation areas on the DDCs (Colombia and Philippines) - The services will be provided to local and worldwide Inchcape markets as required. - Will support, operate NCI services directly to the Regional, global or DDC teams. - Active participation on the projects, supporting the services flows to incorporate the new projects into the support provisioning service. - Will work in the On Premise, Cloud, Infrastructure and Network services Strategy & Planning - Participate in key process improvements. - Implement policies and procedures. - Monitoring all services and hardware and manage the escalation to the 3rd party service provider Operational Management: - Provide timely response to customer escalations. - Manage ticketing tolls. - Implement the digital flows to bring the NCI service support - Escalate issues to the 3rd party service provider. - Monitor and test system performance and provide performance statistics and reports. - Manage the identity process and support the infrastructure. - Manage and/or provide guidance to junior members of the team. - Support and manage the O365 environment Formal Education & Certification: - University degree in the field of computer science or management information systems or a related discipline. - Certifications in MS Windows server. - Certifications in Azure foundation. - Itil v3 foundation. **Skills and Experience** r**equired**: Knowledge and Experience - At least 3 years’ work experience in support teams - Strong knowledge of IT infrastructure. - Exceptional Knowledge about windows server, Active directory, VPN, Identity services, cloud services, routing, and switch. - Experience with monitoring tools. - Preferred experience in Manage engine environments. - Strong knowledge in process and support flows. - Desire experience and Knowledge designing and creating service flow in Manage engine. - Proven experience working in NOC services or related. - Strong Microsoft Office 365 / OneDrive / SharePoint / Teams management - Familiarity with TCP/IP and network protocols, and operating system configuration. - Knowledge of systems development life cycle methodologies. - Experience in deployment, managing and troubleshooting office assets as IP Phones, Printers, cable centers, Desktops, and others. - Maintain and perform a scan of antivirus software via remote and manual. - Experience with end user support. - Reimage and deploy computers - Hardware/Software installation, LAN or WLAN troubleshooting. Personal Attributes - Ability to prioritize and execute tasks in a high-pressure high-paced environment and make sound decisions. - Experience working in a team-oriented, collaborative environment. - Good understanding of the organization’s goals and objectives. - Strong interpersonal, written, and oral communication skills and ability to present ideas in a user-friendly language. - Ability to write & present technical & design documents. - Able to conduct research into issues and products as required, and document outcomes. - Highly self-motivated and directed. - Strong customer service orientation. - English spoken and written. Work Conditions - Available to work in different time zones if required. - Available to move to different local office locations. - Some afterhours work will be required to join online meetings with global team members. Key relationships - Head of Global DDC NCI Platform. - Global Product Owners / Managers - Global Head of IT Security - Heads of Application Support in global markets - PMO, project leads and service delivery leads. - Regional Infrastructure Managers. - Global Head of DDC Security platform.