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 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.

JOB RESPONSIBILITIES

Role and Responsibilities

• The selected individual will own the stability and reliability of IT services at their assigned facilities, ensuring systems are consistently available to support daily business operations.
• The role will be actively involved in new technology rollouts, including PC and device refresh programs, network and wireless upgrades, and on‑site implementation of standard IT solutions.

Key responsibilities include:

• Ensure availability, reliability, and supportability of IT infrastructure across Neovia facilities.
• Provide hands‑on 1st and 2nd line IT support locally and across the region as required.
• Manage and resolve incidents and service requests in line with the established Incident and Change Management processes.
• Troubleshoot and support wired and wireless LAN environments, including new installations and upgrades.
• Support and maintain site infrastructure technologies, including end‑user devices, networking, printers, RF/warehouse systems, telephony, and local servers.
• Execute IMAC activities (installations, moves, adds, changes) and support technology refresh initiatives.
• Manage assigned tickets and support requests (Service Desk Plus experience preferred).
• Work closely with service delivery teams, suppliers, and site stakeholders on support and project delivery.
• Participate in major incident response, escalation management, and root cause prevention activities.
• Build strong relationships with local leadership, acting as a local IT liaison and feeding business requirements back to central IT.
• Perform regular preventative maintenance activities (hardware checks, firmware updates, cabling inspections, asset health checks) to reduce incidents and improve service reliability.
• Support asset lifecycle activities, including deployment, decommissioning, and disposal of IT equipment.
• Participate in the national on‑call rota to provide out‑of‑hours support when required.
• Other duties as assigned.

Supported Technologies:

• Microsoft Windows 11
• Microsoft Office 365
• Microsoft SharePoint
• Microsoft Teams
• Microsoft Active Directory/GPO
• Microsoft OneDrive
• VOIP Handsets & Video Conferencing
• Azure Virtual Desktop
• Cisco and Unifi WAN/LAN/WLAN technologies
• Dell/Microsoft PC/Laptop endpoints and Thin Client (iGEL) hardware
• HP Laser Printers
• Zebra/Printronix Industrial Printers
• RF handheld scanning devices
• Apple IOS and Google Android

QUALIFICATIONS

Required Skills and Experience:

• Degree (BS/BA) in Information Systems or a related discipline, or equivalent practical experience.
• Minimum of 2 years’ hands‑on experience supporting IT infrastructure in a field or site‑based environment.
• Strong customer‑facing and communication skills, both written and verbal.
• Proven ability to work independently, manage priorities, and operate effectively in a decentralised environment.
• Experience working with incident and service request queues within a Help Desk or ITSM tool.
• Strong troubleshooting skills across end‑user computing, including Windows 11 and Microsoft 365.
• Working knowledge of networking fundamentals, including switch and Wi‑Fi installation and support.
• Experience supporting RF technologies (handheld barcode scanners / mobile computers).
• Comfortable following established processes and contributing to their continuous improvement.
• Strong analytical and fact‑based problem‑solving skills.
• Keeps up to date with evolving technologies relevant to the role.

Desirable Skills

• Experience supporting large‑scale or transformational IT initiatives. (e.g. system or infrastructure migrations).
• Exposure to Virtual Desktop and Thin Client technologies. (e.g. Microsoft Azure, Citrix, Igel)
• Experience supporting unified communications and telephony solutions. (e.g. Microsoft Teams, IPT/PABX).
• Experience producing IT work instructions or knowledge base documentation.
• Basic server support experience (e.g. hardware replacement, physical reboots).
• Experience working in a logistics or warehouse operational environment.

Additional Requirements

• Valid, clean driving licence and access to own vehicle for daily business use.
• Occasional domestic travel is required (typically up to 6- 10 trips per year).
• Core working hours are 08:00–16:00, with flexibility required to support out‑of‑hours changes, installations, or on‑call rotation.
• Fluent English language skills.

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.