Description

The IT Technician role is responsible for providing effective and efficient operational support of all third-party and internally managed IT infrastructure and applications used to support business processes across the enterprise. As an experienced and knowledgeable technician and IT support generalist, will receive incident and request escalations from end users, help desk, and other members of the Service Delivery team for ultimate issue resolution, documentation, and knowledge transfer to Tier 1 (where required).

Essential Duties and responsibilities

· Provide exceptional technical support to internal and external customers

· Install and configure user PCs including setup of hardware and software

· Support Microsoft Office 365 products such as Teams, Exchange Online, Intune, Auto Pilot, SharePoint

· Active Directory support including user account and GPO management

· Network troubleshooting for both wired and wireless

· Support all aspects of end-user devices such as workstations, printing, mobile phones, and other needs for both back office and frontline Production/Manufacturing users

· Participate in project related work and ensure a proper transition for operational support

· Create and update infrastructure and application documentation/diagrams

· Operate in a tiered support model as Tier 2 Technical Support; receive handoffs from Tier 1, escalate to Tier 3 where required

· Support and Maintain IT applications; investigate and resolve IT application-related incidents; escalate and handoff to business partner where applicable

· Liaise with and manage relationships of third party vendors and managed service providers to ensure IT Applications and Infrastructure related incidents and problems are resolved in a timely fashion

· Manage and provide input to vendor scorecards to ensure expectations are being met

· Evaluate and recommend products/applications/solutions that solve for commonly recurring issues or to gain efficiencies

· Use data analytics to identify and reduce repeat issues/requests through self-service, user education or system simplification

· Travel to other office/plant locations as required

· Participate in rotational after hours on-call

· After hours work required as part of regular recurring maintenance windows or break/fix routines

· Participate in a business-oriented culture and mindset driven by understanding the business and our internal customer’s needs and continual service improvement techniques

· Participate in IT change management practice and work within IT and the business to ensure good coordination of IT changes without impacting business processes or technology availability

Key Skills

Education

Any Graduate