The role of the IT Site Technician is to provide on-site end-user technical support for a range of core infrastructure, workplace solutions and local business applications services ensuring end-user service level expectations are delivered in a courteous and professional manner. This role is a salaried non-exempt position which is eligible for overtime pay, and it is based at our manufacturing facility in the Chicago area (Woodridge, IL).
Provides seamless first-level local IT support to site end-users for desktops, laptops, terminals, servers, network equipment, telephone systems, printers, fax machines, email, file sharing, collaboration tools and local business applications. Provides second and third level support to the Group IT Service Desk when required. Co-ordinates the procurement and installation of core infrastructure with other Group IT teams and vendors. Co-ordinates and/or performs hands-on fixes to end-user devices including installing and upgrading hardware and software and configuring systems and applications. Records and documents all incidents, problems and changes in the Group IT Service Desk system. Resolves all incidents, problems and changes in line with service level expectations ensuring all end-users and stake-holders affected are kept up-to-date on status where necessary. Ensures site backups are completed, reviewed, documented and tested in line with Group IT policy. Ensures IT risks are minimized by adopting best-practice solutions and enforcing Group IT policy. Manages and maintains site IT infrastructure documentation in line with Group IT practice. Maintains site IT infrastructure in line with maintenance procedures and contractual obligations. Keeps up-to-date with IT technologies that can provide competitive advantages through appropriate learning and development. Provides support to other Greencore sites when required (this may include travel to other countries). Participates in the Group IT out-of-hours support rotation which operates 24x7x364. Provides regular status reports on activities and service level attainment to the US-CF Business Systems Manager.
Skills & Experience
Essential: Bachelor’s Degree in Computer Science, Computer Engineering, Information Systems or related discipline. Desirable: ITIL Certification (or Equivalent) Essential: 1-3 years of relevant experience in core infrastructure and workplace solutions support in a multi-site manufacturing or service desk environment. Understanding of the ITIL Framework (Incident / Change / Problem Management procedures and best practice). Technical knowledge and understanding of major technology areas, platforms, development processes and system lifecycles. A strong customer service orientation gained in a call center / remote operating environment. Good phone skills and an ability to provide technical support over the phone. Good problem solving skills and techniques. Ability to switch between tasks and multitask effectively during peak times. Experience working within a multi-site organization or group. Desirable: A working knowledge of Greencore core infrastructure and workplace solutions installation and configuration Technical and functional knowledge of Manufacturing Execution Systems or Factory Control Systems.