Summary of Job –
To provide 1st & 2nd line IT infrastructure and applications support to Renolds internal customers. A member of the service desk team, the role will ensure that requests are prioritized and managed in an efficient and timely manner. Acting as the first point of contact for all IT related requests, the role will represent the business IT function in a professional and efficient manner.
Function & Scope of Responsibility –
- Provide first point of contact for all IT related incidents and service requests
- Ensure all support activities are logged, managed and maintained via the IT service management platform
- Prioritize and manage workload to ensure the most effective support is provided to the business and customers
- Proactive monitoring, error logging, fault tracking and problem management to ensure optimum service availability
- Perform IT daily checks ensuring results are fully documented issues arising are logged, resolved or escalated where necessary
- Manage fundamental IT processes such as starter/leaver, equipment and service provisioning.
- Ensure all requirements and guidelines from head office are followed and implemented
Authority/Decision Making –
While this role has no supervisory responsibility, they will have authority to report risk of IT abuse or policy violation, as well as assigning laptops, cell phones, and other IT equipment to associates. Candidates must be able to work independently, with little on site supervision.
Skills, Knowledge, Experience Required
- Strong knowledge of ERP system required
- Syspro experience preferred
- 2 years+ of network and help desk experience
- Excellent customer service skills
- Previous exposure to a busy service desk environment
- Excellent grasp of IT infrastructure and networking fundamentals (DNS, DHCP, TCP/IP, Switching, Routing)
- Good working knowledge of Microsoft technologies (Office 365, Windows Server, AD, Exchange, Office)
- Exposure to IPT or UC environments
- Able to demonstrate excellent problem diagnosis and troubleshooting skills
- Able to perform well under pressure and deliver to agreed timescales
Education or Professional Qualifications
- Information Technology related degree - Desirable
- ITIL Foundation – Desirable
- IT related professional qualification – Desirable
Working Environment and Physical Demands -
The working environment is both manufacturing and office facilities. The candidate would be expected to support sites both remotely and on site in our Woodland, Washington facility.
Other sites within the region include:
- Woodland, Washington
- Newberg, Oregon
- Surrey, BC
- Montreal, Quebec
- Quebec City, Quebec
Up to 20% travel could be expected.
Associates would be expected to sit, stand, reach overhead, bend over, squat, climb, or crawl at times. Lifting requirements up to 25lbs, anything over 25lbs requires a team lift.
Other Requirements & Competencies -
- Knowledgeability of the equipment and technology needed for the role
- Solid troubleshooting abilities in diagnosing and fixing hardware software issues
- Analytical acumen; Being able to analyze complex issues and devise effective solutions
- Ability to implement and follow a standard
- Critical thinking
- Adaptability to support where needed and flexibility to move around the business
- Project Management: adhering to budget and project timelines as assigned
- Ability to escalate issues to the proper source when appropriate
Renold is an equal opportunity employer committed to not discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.
Please note this role is a salary exempt role and overtime or hours outside of normal business hours could be required. Included but not limited to evenings, weekends, or early mornings.
