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Title:  IT Analyst II

Description: 

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 100+ global facilities. Collaborates with end users, business, and IT leadership to ensure proper system performance and availability. Diagnosing and general troubleshooting of end-user technology issues, escalating problems as required, are essential responsibilities.

This global team consisting of approximately 20 engineers is distributed in the Americas, UK/EAME and the Asia Pacific.  

In addition to continuous support for primary facilities, as part of the larger global team, the candidate will be responsible for providing Specialist-level support across all regions as required.  This role is also responsible for participating in shaping, implementing, and following established best practices.  Interaction with Service Groups, Service Providers, Customers and Technical Support groups is an important function of this role.  Customer service is considered of the highest priority. 

Supported Technologies: 

  • Microsoft Windows 10
  • Microsoft Office 365
  • Microsoft SharePoint
  • Microsoft Teams
  • Microsoft Windows Server 2008/2012
  • Microsoft Active Directory/GPO
  • Polycom VOIP Handsets & Video Conferencing
  • Citrix XenApp (basic support)
  • Citrix ShareFile
  • Cisco WAN/LAN/WLAN technologies
  • Dell PC/Laptop endpoint and Thin Client (iGEL) hardware
  • HP Laser Printers
  • Zebra/Printronix Industrial Printers
  • Apple IOS and Google Android

JOB RESPONSIBILITIES

The ITFS Analyst II will ensure the company’s IT infrastructure within their facilities is managed with the highest level of proactive management; maximize availability to ensure day to day operations so the business can rely on IT equipment and services at the sites using standardized solutions.

  • Ensure availability and reliability of IT infrastructure at all Neovia facilities
  • Provide hands on IT technical support to facilities within your region and globally as required
  • Manage the 2nd / 3rd line support of incidents within Desktop Services using the established Incident Management process. Provide boots on the ground and remote support.
  • Troubleshoot and assist in the remediation of wired and wireless LAN issues
  • Oversee and coordinate the installation of new LAN infrastructure
  • Recommend, document and coordinate LAN remediation activities to ensure stabilized and standardized LAN operations at all Neovia facilities globally
  • Responsible for all infrastructure technologies installed within the facilities, including PCs, Thin Clients, laptops, tablets and smart phones working with a centralized Citrix solution including, but not limited to:
    • Printers/Thermal Printers
    • End point HW (Thin clients/PCs/Laptops)
    • Warehouse Management Systems (Wireless/RF clients)
    • Networking troubleshooting/smarthands support (Cisco WAN/LAN/WLAN, patching/cabling etc.)
    • Assist with the deployment and troubleshooting of onsite Telephony equipment
    • Assist with troubleshooting Time & Attendance Systems on site
    • Local server support (hardware/maintenance)
    • Configuration and support of RF end devices – Handheld bar code readers/mobile computers
    • Coordinate new fiber drops, new network cabinets, etc.
    • Desktop Support (receipt & installation of PC's and thin clients from startup to training local site administrators on processes
  • Manage assigned incident and support request tickets (ServiceNow experience preferential)
  • Assist with management of Field Services team ticket queues
  • IMACS (installations/moves/adds/changes)
  • Continuously look to improve and evolve the operation of deployed IT solutions.
  • Work with a service delivery team and associated suppliers on new projects/solutions.
  • Participate in the training of Onsite Systems Coordinators (local facility IT SME’s) to assist with problem resolution
  • Follow the Change Management process to ensure control of IT changes to minimize the risk of service disruptions
  • Manage IT problems preventing system faults
  • Write process and training documentation as requested for training outsourced help desk personnel
  • Provide regular reports as required enabling IT services to be managed effectively
  • Address escalations and complaints, involving coordination of resources to prevent recurrences and potential impact on facility operations
  • Participate in Major Incident Working Groups as necessary
  • Develop good working relationships with on site management to act as Business Analyst and provide feedback from the business to IT regarding technology needs
  • Decommissioning / disposal of IT equipment, when necessary
  • Provide out-of-hours on call support (rota system across national team)

QUALIFICATIONS

Style sought:  Hands on, approachable, constructive, supportive, accountable, and takes initiative to remove barriers so projects can be executed on time, within budget and scope.

Required Skills:

  • Requires a BS or BA degree in Information Systems or related field and related work experience
  • 2-4 years of in the field practical experience supporting IT infrastructure.
  • Organized, confident, outgoing with the ability to work independently with a high degree of effectiveness.
  • Superior communication skills, both written and oral.
  • A solid team player the approach to knowledge sharing.
  • Follow established processes and procedures; assist in refining existing and developing new ones.
  • Experienced working in a decentralized environment.
  • Experienced managing a Help Desk ticketing queue.
  • Experience supporting RF technologies – handheld bar code readers / mobile computers.
  • Critical thinking using fact-based troubleshooting skills.
  • Strong PC troubleshooting and technical skills including Windows 7/11, MS Office 2010-16/365.
  • Experience supporting Thin Clients: Citrix solutions – XenClient / XenDesktop / XenApp / Citrix Files
  • Core understanding of networking concepts.
  • Switch and Wi-Fi support and installation skills.
  • Experience supporting IPT (unified) solutions – Microsoft Teams.
  • Experience supporting structured cabling initiatives – planning to execution.
  • Experienced working with 3rd party IT vendors for IMACS.
  • Valid & clean driver’s license – and access to own vehicle for daily business use.
  • Occasional requirement for travel to support remote facilities. 
  • Normal working hours will be 8 to 5 – but flexibility is required to support out-of-hours changes/installations.
  • Perform other responsibilities as assigned, including overnight and potential international travel.

Desirable Skills:

  • Member of a team that has experience with transformational IT (medium to large systems migrations).
  • iGEL Thin Client technologies
  • Telephone skills (IPT, PABX) : troubleshooting line problems/desk set support/system adds & changes
  • Experienced in the creation of IT specific Work Instructions (KB articles)
  • Ability to provide server support (physical reboots, replace hardware, etc.)
  • Logistics industry experience.

PHYSICAL REQUIREMENTS

  • Work is primarily sedentary. Sits comfortably to do the work; however, there may be some walking, standing, bending, or lifting item weighing up to 15 pounds.

ADDITIONAL INFO

Req ID:  18445
Zip Code:  75038
Facility:  US-TX-Irving HQ (135)


Nearest Major Market: Irving
Nearest Secondary Market: Dallas