The IT Operations Site Support team provides end user support, project delivery across on-premises and cloud-based end user IT services and applications. They work across functions providing expertise and input into daily productivity challenges, continuous improvement activities, operational issues and multiple business and IT project initiatives.
Essentra is hiring an IT Operations Site Support Analyst based at our Flippin, AR manufacturing facility. This is an onsite role. The IT Operations Site Support role is to support key functional areas, specifically across Microsoft Office 365 cloud applications and services, client platform technologies, enterprise device management and application deployment, manufacturing shop-floor application, and printing to ensure the stable operation of the organization’s IT end user service provision in accordance with global standards. The role also involves scheduling direct activities to resolve escalated hardware and software problems in a timely and accurate fashion.
Typical Accountabilities:
· Provide technology, data and process support to Essentra for an effective and professional IT service across the broader organization, with commensurate travel as appropriate.
· Support of key functional areas across Microsoft Office 365 cloud applications and services, client platform technologies, enterprise device management and application deployment, manufacturing shop-floor application, audio-visual and printing.
· Primary point for site-based IT issues escalated by the global service desk. Provide equivalent support to other offices in region.
· Contributor for Incident and Problem Mgmt. plus Service Requests to meet objectives to documented SLA/T(s) and measurable KPI(s).
· You will develop and maintain excellent and professional relationships with users; with an emphasis on service delivery offering advice and support to become a trusted point of contact.
· Where appropriate and if on site, assist with any on-site Operational Activities/Incidents and Service Requests as logged via the Global Service Desk.
· Asset and licensing management across the IT Operations End User scope as directed by the IT Operations management team.
· Ensure the IT Operations IT systems are maintained per current Essentra policies (areas to be agreed with manager)
· Drive continuous technical improvement of the IT Operations services and satisfaction scores.
· Deployment of IT Operations security measures.
· Continually maintaining cyber awareness to ensure that good security practices are always followed.
· Carry out duties to ensure compliance with policies, standards and procedures (operational, legal, regulatory) in accordance with Essentra governance mandates.
· Produce updates and information on system issues, root cause and resolutions and make them available to management, as requested.
· Deliver tasks and project work packages as needed.
· Provide Operational handover (documentation) for acceptance of all new technologies implemented.
· Constantly strive to improve individual competency and personal development to maintain strengths, address weak areas and learn new technologies/concepts as presented by business initiatives.
· Perform related job duties as needed and required.
Qualifications:
· At least 2 years of working within a multi-national organization with relevant experience in End User Support
· Experience with Active Directory is a big plus.
· Hands-on experience in large-scale 24/7 enterprise environments hosting 000’s of users, complex systems, multiple cloud services and business locations.
· To have a good understanding of Windows-based computer systems, enterprise connectivity, Microsoft applications across a global organization with on-premises and cloud-based services
· Technical administration of Microsoft end user: Windows desktop and server (AD, DNS, DHCP), Office desktop apps, Office365.
· Office Audio-visual and printing
· Very good communication and presentation skills in written and spoken English with additional languages a bonus.
· Analytical thinking skills with the energy to drive change and continually improve - diving into the detail as necessary to understand issues (people, process, technology or data)
· Manage and own escalated issues to resolve incidents and critical support/service tickets
· Tenacity to hold our internal IT teams & resolver groups accountable
· Flexible and adaptable to changing business needs and processes.
· Confidence and presence to deal with management.
· Ability to prioritize/schedule tasks personally
· Able to quickly identify potential problems and seek advice when required.
· Able to quickly grasp and interpret salient information.
· Microsoft certification in at least one of operating system or Office365 or Azure
We offer a competitive salary, bonus incentive, full benefits package, and generous paid time off.