Title:  IT Analyst I

JOB SUMMARY

• The IT Field Services (ITFS) global team is responsible for ensuring Neovia’s technical infrastructure is continuously available and reliable for the business across 130+ global facilities.  Collaborates with end users, business and IT teams to ensure proper system performance and availability. Performs diagnosing and general troubleshooting of end-user technology issues, escalating problems as required, are essential responsibilities.  Primary responsibility for the continuous support of the facilities in their assigned geographic area.  Seeks clarification on non-routine and complex matters.
• This global team is in the Americas, UK/EAME and the Asia Pacific/APAC.

JOB RESPONSIBILITIES

• Delivers a range of enterprise hands-on and remote end point support services and escalations to Neovia clients at all assigned facilities.
• Performs ticket management responsibilities: records, tracks, and documents incidents and requests within the ticketing tool
• Responds to service, product, technical, and customer relations questions in a timely manner, and escalates issues accordingly.
• Maintains asset inventory of all endpoints, software, and software licenses.
• Cooperates in projects such as training, documentation and exhibition installations.
• Provides regular reports, enabling IT services to be managed effectively, as required.
• Decommissions and/or disposes of IT equipment, according to guidelines, when applicable.
• Provides 24 / 7 / 365 on-call support (*when assigned)
• Ensures the delivery of exceptional customer service and tangible outputs. Relies on industry standards, best practices, and qualitative and quantitative data to support and/or refine operations methodologies.
• Performs other responsibilities as assigned, including overnight and potential international travel.

QUALIFICATIONS

• Bachelor degree or an equivalent combination of education, certification, and relevant work experience.
• 0-1 years of IT experience.
• In-the-field, practical experience supporting IT infrastructure.
• Active ITIL v3 (Information Technology Infrastructure Library) certification preferred.
• Some troubleshooting and technical aptitude in at least 3 of the following:
• Windows 7, MS Office 2013
• MS Office productivity software for use performing job function
• Thin Clients: Citrix solutions – XenAPP / XenDesktop
• Switch, Wi-Fi and VPN Support
• Telephony skills (IPT, PABX) : troubleshooting line problems/desk set support/system adds & changes
• IPT (unified) solutions support (e.g., MS Lync).
• RF technologies support (e.g., hand held bar code readers, mobile computers).
• Smart hands support when requested (physical reboots, replace hardware, etc.).
• Experience with
• Creating IT specific Work Instructions (KB articles), transformational IT (medium to large systems migrations), and a core understanding of networking concepts
• Familiar with wiring closets (e.g., as MDF (Main Distribution Frame) and IDF (Intermediate Distribution Frame).  Knowledge of parts logistics methodologies, such as inbound/outbound logistics, just-in-time and just-in-sequence preferred
• Supporting structured cabling initiatives (from planning to execution)

PHYSICAL REQUIREMENTS

ADDITIONAL INFO

• Must be well-spoken, professional, customer service savvy, as this role will interface with all executives (if designated as ITFS Executive Support).
• Establish and maintain effective relationships at all levels of the organization, and with external vendors and regulatory agencies.
• Effective written, verbal, and presentation skills with the ability to shift approaches based on audience.
• Ability to communicate complex issues/solutions in a manner that is easily understood and actionable despite the audience.
• Critical thinking abilities using fact-based troubleshooting skills.
• Ability to perform well within a fast-paced, deadline-driven environment that requires the management of multiple projects at once, without compromising quality and service levels.
• Ability to maintain confidentiality of extremely sensitive data at all times.
• Must have the ability to work well within a team environment as well as independently, have exceptional interpersonal and organizational skills and pay specific attention to details.