IT Systems Specialist

1.     Objective:

The primary objective of the IT Systems Specialist is to deliver superior user experience in the support and resolution of all IT (infrastructure and application) related issues and requests assigned, using a combination of phone-based support, desk-side assistance, and remote-control software.

2.     Roles and Responsibilities:

· Provide 1st and 2nd level Help Desk Support for all computer problems including ERP systems

· Responsible for managing and tracking all desktop hardware and software in the company, including software licensing and asset tracking

· Ensure team effectiveness is maintained when staff are away by providing backup support and coverage to fellow team members both locally and globally

· Install, configure, and maintain IT equipment (computers, printers, network, security, servers, etc.)

· Proactively monitor the IT environment for issues using the monitoring tools available

· Provide training and support for system software

· Ensure IT procedures for system back-ups, establishing new user accounts, monitoring file access, IT security, change management etc. are strictly adhered to

· Assist in maintenance and upgrades for system software and hardware (desktop and server)

· Assist in recovery action plans in the event of a system failure

· Maintain and revise IT documentation as needed

· Assist in the implementation of Change Request´s tickets

· Actively participate in the ICT Team´s meetings

· Duties, responsibilities and activities may change, or new ones may be assigned at any time with proper notice

3.     Role Requirements:

· Educational

o Bachelor’s Degree in IT Related field preferred but not required

· Experience

o 1 year minimum in an IT support role, Helpdesk, or similar preferred

o Experience in the administration and support of Microsoft windows desktop technologies

o Demonstrated experience in a customer service role

o Experience in Cisco, Meraki and Aruba (networking, WiFi and security infrastructure) preferred

o Working in multicultural and diverse environments preferred

· Certifications

o Microsoft certification or similar preferred

o ITL V4 Foundation Certification preferred

· Skills

o Advanced communication skills, verbal and written

o Advanced customer service skills, treating all employees with the same courtesy and professionalism

o Able to liaise with users at their level of technical competence

o Able to liaise with vendors to ensure hardware and components are procured and delivered in a timely manner

o Able to interpret and prioritize user needs

o Excellent time management and planning skills

o Ability to manage multiple projects, activities, and tasks simultaneously

o Spanish language preferred

4.     Safety Responsibilities:

· Follow Safety standards and comply with procedures, rules, and regulations

· Keep a clean and safe working environment and optimize space utilization

· Participate in the Total Continuous Improvement program

· Attend all employee Safety Meetings

· Use prescribed Personal Protective Equipment

· Observe restricted areas and all warning signs

5.     Work Environment:

· The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Work environment varies depending on job function, site and activity. This role will generally be exposed to both indoor office working conditions, as well as, warehouse conditions. Warehouse area provides protection from outside weather/elements in most cases but is not climate controlled. Adequate lighting and ventilation exist in all areas of the facility.

6.     Physical Demands:

· The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus . Frequently required to stand, walk, kneel, crouch. Regularly required to sit and stand throughout the day. Required to use hands to handle or feel. Frequently required to walk and reach with hands and arms. Required to hear, listen and communicate with others on production floor while machinery is operating.