IT Analyst (m/w/d)

le contenu du travail

The IT Analyst is responsible for ensuring Neovia’s technical infrastructure, he/she is continuously available and reliable for the business across our European facilities.

You will have primary responsibility for the continuous support of the German facilities.

In addition, as part of the larger global team, you 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.

Position overview

• 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:

• Manage assigned incident and support request tickets.
• Assist with management of Field Services team ticket queues.
• Assist with onsite server support.
• 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 on call support (24x7x365).

Required/Preferred Experience

• 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 in the creation of IT specific Work Instructions (KB articles)
• Experienced managing a Help Desk ticketing queue
• Experience supporting RF technologies – hand held bar code readers / mobile computers
• Critical thinking using fact based troubleshooting skills
• Strong PC troubleshooting and technical skills including Windows 10, MS Office 365
• Experience supporting Thin Clients & Citrix solutions
• Core understanding of networking concepts
• Switch and Wi-Fi support and installation skills, solid understand of VPN technology
• Telephony skills (IPT, PABX): troubleshooting line problems/desk set support/system adds & changes
• Experience supporting IPT (unified) solutions – Ex. MS Lync.
• Experience supporting structured cabling initiatives – planning to execution
• Familiar with MDF and IDF’s
• Ability to provide server support (physical reboots, replace hardware, etc.)
• Experienced in MS Office productivity software for use performing job function
• Experienced working with 3rd party IT vendors for IMACS
• Keeps current with latest technologies
• Ability to travel up to 60% - Traveling to Neovia sites within assigned region with international travel
• Logistics experience is a plus.