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IT Service Deskside Support

1 month ago

Houston, United States Tricon Energy Full time

**Overview**

It’s an exciting time to work at Tricon - come discover why we’ve been certified as a Great Place to Work® Our business has been built on a foundation of perseverance, teamwork, and some of the industry’s top talent. Tricon’s company philosophy is rooted in a culture of independence and accountability, and we’re looking for innovative employees that are ready to help us grow in fast-paced, dynamic markets.

**About us**: Tricon is an industry leader in the global commodity trade and distribution market. In our 28+ years in business, we have grown to become one of the largest privately held companies in Houston, TX, and recognized as the world’s 3rd largest chemical distributor by ICIS. Our diverse team of more than 750 employees across 25+ offices worldwide add value to our customers and partners by providing logistic, risk management, financing, and market intelligence services. We strive to enhance international commerce through the physical movement and marketing of industrial petrochemicals, polymers, fuels, and raw materials. By providing our suppliers and customers with streamlined services, they are able to focus on their core business.

**Position Overview**

Tricon Energy is seeking an IT Service Deskside Support to provide technical support to end users in a mobile endpoint and global multi-site infrastructure environment. Strong analytical, planning, organizing, and problem-solving skills are needed to be successful in this position. Excellent communication skills, issue management, and team-oriented support are critical to the success of this position. The ability to support the installation and maintenance of client laptop hardware and software with the ability to perform remote support and troubleshooting is required. This position Reports to the Director of Infrastructure & Security.

**Responsibilities**:

- Provide support to employees both deskside and remotely
- Correct faults, provide resolution and/or proper escalation of complex problem tickets
- Perform PC and network troubleshooting and upgrades
- Network support and troubleshooting
- Perform network analysis and capacity planning
- Assist in the creation of processes and procedures for client network operations
- Contribute to the administration/monitoring/compliance of endpoint backup and disaster recovery via OneDrive
- Ongoing education and continual improvement of IT Service Delivery and process refinement
- Possible limited travel (health advisories permitting) with sufficient advance notice and precaution

**Experience and Qualifications**:

- Excellent verbal and written communication skills is required
- Excellent documentation skills is required
- Knowledge of Windows operating systems up to Windows 11
- Knowledge of Office 365 user management is required
- Experience with Microsoft Entra and Identity Access Management (IAM) is preferred
- Understanding of network switches, routers, and firewalls is required
- Troubleshooting, initiative, self-management, innovation and professionalism are critical.
- Bachelor’s degree preferred or equivalent work experience/certifications (A+, Network+, CCNA, CCSP, MCP, MCSE, and MCSA)
- Fluent in Spanish - will be supporting users in the US, LATAM, EMEA and APAC
- 4-5 years of experience as a Microsoft Generalist
- Basic ICMP network troubleshooting skills like TRACERT, PING, and ROUTE PRINT for command line visibility into Network Layer
- Office 365, Windows 11 support experience. Will be managing OneDrive, & Teams and assisting with SharePoint
- Managing endpoints with Microsoft Intune is preferred
- Global, multi-site experience (VPN, remote support, SD-WAN) is preferred
- Experience with ticketing systems: Autotask, ConnectWise, Remedy, Track-It, Service Now, i.e.
- Abstract Reasoning and problem-solving skills are key to success
- Microsoft SharePoint, Outlook and Teams support
- Maintain a broad knowledge of state-of-the-art technology, equipment and/or systems; participate in professional development activities as appropriate.

Tricon is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive working environment.

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