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 130+ global facilities. Collaborates with end users, business and IT teams to ensure proper system performance and availability. Performs diagnosing and general troubleshooting of end-user technology issues, escalating problems as required, are essential responsibilities. Primary responsibility for the continuous support of the facilities in their assigned geographic area. Seeks clarification on non-routine and complex matters.

• This global team is in the Americas, UK/EAME and the Asia Pacific/APAC.

JOB RESPONSIBILITIES

• Delivers a range of enterprise hands-on and remote end point support services and escalations to Neovia clients at all assigned facilities.

• Performs ticket management responsibilities: records, tracks, and documents incidents and requests within the ticketing tool

• Responds to service, product, technical, and customer relations questions in a timely manner, and escalates issues accordingly.

• Maintains asset inventory of all endpoints, software, and software licenses.

• Cooperates in projects such as training, documentation and exhibition installations.

• Provides regular reports, enabling IT services to be managed effectively, as required.

• Decommissions and/or disposes of IT equipment, according to guidelines, when applicable.

• Provides 24 / 7 / 365 on-call support (*when assigned)

• Ensures the delivery of exceptional customer service and tangible outputs. Relies on industry standards, best practices, and qualitative and quantitative data to support and/or refine operations methodologies.

• Performs other responsibilities as assigned, including overnight and potential international travel.

QUALIFICATIONS

• Bachelor degree or an equivalent combination of education, certification, and relevant work experience.

• 0-1 years of IT experience.

• In-the-field, practical experience supporting IT infrastructure.

• Active ITIL v3 (Information Technology Infrastructure Library) certification preferred.

• Some troubleshooting and technical aptitude in at least 3 of the following:

• Windows 7, MS Office 2013

• MS Office productivity software for use performing job function

• Thin Clients: Citrix solutions - XenAPP / XenDesktop

• Switch, Wi-Fi and VPN Support

• Telephony skills (IPT, PABX) : troubleshooting line problems/desk set support/system adds & changes

• IPT (unified) solutions support (e.g., MS Lync).

• RF technologies support (e.g., hand held bar code readers, mobile computers).

• Smart hands support when requested (physical reboots, replace hardware, etc.).

• Experience with

• Creating IT specific Work Instructions (KB articles), transformational IT (medium to large systems migrations), and a core understanding of networking concepts

• Familiar with wiring closets (e.g., as MDF (Main Distribution Frame) and IDF (Intermediate Distribution Frame). Knowledge of parts logistics methodologies, such as inbound/outbound logistics, just-in-time and just-in-sequence preferred

• Supporting structured cabling initiatives (from planning to execution)

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

• 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.

Neovia is committed to the principles of equal employment opportunity, inclusion, and respect. Neovia does not tolerate unlawful discrimination against anyone - employees, customers, business partners, or others - on the basis of race, color, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, marital status, military service, or any other status protected by the laws and regulations in the locations where we operate.