WHY DO WE NEED YOU?

The On-Site Infrastructure Systems Technician maintains the server and infrastructure in all of North America by tracking infrastructure activity, performing upgrades of OS software, maintaining server hardware, addressing technical problems, and improving efficiency by evaluating system functions. On-Site Infrastructure Systems Technician are tasked with ensuring all DSI guidelines and security doctrine are complied with and reporting on global objectives around OSI. On-Site Infrastructure Systems Technicians are responsible for managing business/customer needs and expectations and working closely with the business on infrastructure projects. Day-to-day activities will include server operations, system development projects, capacity planning, customer relations, and technical documentation. An estimated 20% travel will be required within North America.

Operations:

• Support, manage, develop, implement, and troubleshoot all on-site infrastructure, including NetBackup server, NetApp server, Windows Servers, Linux servers, and other infrastructure as required
• Support, manage, develop, implement, and troubleshoot all local data rooms at remote locations.
• Ensure all Infrastructure is compliant with DSI Security doctrine, including business infrastructures
• Manage the Manage Print program for North America
• Ensure all infrastructure is monitored utilizing the SG standard monitoring solution.
• Provide disaster recovery testing for all critical on-site infrastructure and ensure details are documented and communicated to stakeholders.
• See to the handling and proper description of incidents
• Monitor and validate the resolution of incidents and problems, and allocate appropriate priorities
• See to the handling of service requests (major or minor changes), their recording, and the follow-up of their implementation
• Participate in the change process 
• Lead the local technical committee
• Maintain at a technical level all technical assets in accordance with Saint-Gobain standards

Systems development projects

• Participate in the technical scoping of the functional need expressed by the entity to the BRM
• Participate in the solution implementation project
• Accept the technical solution with the project manager
• Draft and develop the operational record 
• Develop complex project requests 

Capacity Planning

• Monitor resource use and follow up on the performance of the systems’ different components (through technical indicators)
• Guarantee the needs-resources fit
• Responsible for technical assets: in charge of all technical assets (servers, storage, back-up, printers…), ensure updates to the inventory, the mapping, and technical documentations concerning infrastructures.

Customer Relations

• Ensure that customer needs are considered in line with the strategy defined by DSI Group.
• Measure customer satisfaction and provide reporting.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Resolves service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Build sustainable relationships and trust with customers

Technical Documentation

• Responsible for creating technical documents and manuals, explaining complex information in a clear and concise manner and working with SGTS teams to ensure accuracy of detailed descriptions.
• Plan, develop, organize, write, and edit operational procedures and manuals

IS THIS JOB FOR YOU?

• A Bachelor’s degree in computer science is required
• Knowledge of Project Management Methodologies
• 5-7 Years with Server technologies experience
• Server and Infrastructure Management: Expertise in maintaining and troubleshooting server hardware, operating systems, and infrastructure components across multiple locations.
• OS Software Upgrades and Patching: Proficiency in planning, executing, and verifying system updates, patches, and upgrades for various OS platforms.
• Technical Problem-Solving: Strong analytical skills to diagnose issues quickly and implement effective solutions to minimize downtime.
• Security and Compliance: Knowledge of security protocols, guidelines, and industry best practices to ensure infrastructure adheres to security policies and standards.
• Capacity Planning and Performance Tuning: Ability to monitor system performance, forecast capacity needs, and optimize infrastructure to meet current and future demands.
• Project Management and Collaboration: Experience working with business units on infrastructure projects, including planning, execution, and stakeholder communication.
• Documentation and Reporting: Skills in creating detailed technical documentation, activity logs, and compliance reports aligned with global and organizational objectives.
• Customer Relations and Support: Strong communication skills to manage customer expectations, provide support, and foster positive relationships with stakeholders.
• Knowledge of Network and Connectivity: Understanding of networking principles, protocols, and bandwidth management is critical to infrastructure operations.
• Willingness to Travel: Flexibility and preparedness for regular travel within Canada, and occasional travel to the US, to support on-site activities and projects.

A LITTLE MORE ABOUT US

At Saint-Gobain, our employees have pride in belonging to an organization whose culture is made up of these core values: Trust, Empowerment, & Collaboration. Our company encourages diversity and inclusion in all its forms, while our products make the world a more beautiful, safer, and sustainable home.

LEGAL STATEMENT

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.

Applicants for roles based in Washington state or remote roles that would be worked from Washington state are encouraged to direct any concerns regarding the state’s Pay Transparency laws to the SGNA HR Compliance team at [email protected].

BENEFITS IN JOINING US

Certain locations require pay information to be provided in job postings. Saint-Gobain aims to deliver a comprehensive Total Rewards package to support our employees’ well-being and help improve their daily lives for themselves and their families. We believe in the importance of pay transparency in what we offer potential candidates. Provided is the national pay range for this position, which is $81,500 to $126,500 per year. However, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience, among other factors.

In addition to base salary, this position is eligible for an annual bonus. The targeted bonus amount is 10% of base salary based on company and individual performance measures. The Total Target Cash range (base pay and annual bonus) for this position is $89,600 to $139,100. Bonus payments are part of variable compensation and, by nature, can vary based on company and individual performance and are not a guarantee.

At Saint-Gobain, our goal is to deliver a comprehensive Total Rewards package to support your well-being and improve daily life for you and your family. We value your contribution to our purpose, Making the World a Better Home, and your Total Rewards package aims to help you plan for the future you want.
 
Employees have the flexibility to choose the benefits that best fit their individual needs: 

• Health and Wellbeing – Supporting your wellbeing, to thrive in life and work.
• Medical, Prescription Drug, Vision, and Dental Insurance
• Healthcare Saving Account and Flexible Spending Account options
• LiveWell Wellness Program • Employee Assistance Program (EAP)
• Paid Time Off and Paid Parental Leave • Retirement and Protection - Helping to make the future life you want a reality.
• 401(k) with Company Match, Retirement Accumulation Plan (RAP), Cash Balance Pension Plan
• Company-provided Life Insurance, AD&D, Short-Term Disability
• Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness, and Accident Insurance

Additional Benefits – Helping shape the experience and impact you want 

• Group Legal
• Identity Theft Protection
• Auto and Home Insurance
• Pet Insurance and Discounts
• Back-up Child & Elder Care
• PerkSpot Employee Discount Program