Posted: Friday, January 26, 2018 1:37 PM
:Ensure the high:availability, security, and responsiveness of network, telephony, server, and bakery operations for assigned geographical region or locations.
:Provide 3rd level I.T. technical support for ARYZTA's North American I.T. Infrastructure:
:Monitor individual assigned tickets to ensure prompt and efficient customer service, obtaining additional expertise or resources where necessary to maintain I.T. service level agreements and production operations.
:Record and update all requests and reports in ticketing system. Document all customer interactions, work performed, and resolutions.
:Perform detailed troubleshooting of escalated incidents, and problems. Perform root cause analysis for problems and outages.
:Documenting recurring activities, incidents, and problems with their resolutions to share with I.T. Service Desk, Desktop Support Technicians, and other I.T. Team Members.
:Maintain vendor relationships related to local I.T. Infrastructure projects, operations, and initiatives.
:Work closely with all business functions and management for identified geography to establish and ensure enterprise level infrastructure support and service level agreements are met.
:Manage site:specific infrastructure integration, harmonization, modernization, and upgrade projects to support the demanding needs of a rapidly growing International organization.
:Plan and coordinate the implementation of system upgrades, maintenance fixes, and vendor:supplied patches.
:Other duties as required.
:Six years' equivalent work experience in a position responsible for providing I.T. technical support and customer service in support of bakery, production, or large facility.
:Knowledge of Windows Server operating systems, directories, file systems, and security best practices.
:Exceptional knowledge and understanding of production, desktop and laptop hardware and peripherals, including their installation, troubleshooting, maintenance, and repair.
:Working knowledge of real:time production oriented I.T. systems, production operations, safety, security, and sanitation procedures.
:Advanced understanding of Microsoft Windows Desktop Operating Systems, Microsoft Office, and Microsoft Windows application installation and administration.
:Working knowledge of IT Service Desk operations : ticketing systems, incident and request classification, remote control tools, internal and Internet research, network monitoring tools, and triage and escalation guidelines.
:Windows Network account creation and administration, Windows file and folder permissions, Security group administration, and printer and peripheral setup and troubleshooting.
:B.S degree in computer science, information technology, a related discipline, or equivalent experience.
:Highly motivated and self:directed, with keen attention to detail.
:Ability to manage multiple projects and priorities and adjust based on business demands and changes.
:Strong focus on customer service and attention to detail.
:Proven analytical and problem:solving abilities.
:Ability to follow written policies and guidelines, and general security principals, and apply and interpret them to everyday situations.
:Ability to understand and explain complex topics to both technical and non:technical persons.
:Strong written and oral communication skills; good interpersonal skills.
:Ability to function well within a team and support team members where needed to provide the best service possible to our customers.
:Strong desire to understand the needs of the customer, bakery and production operational needs, and the business, and the ability the appropriate technology and process to solve the business requirements.
:Experience working in a team:oriented, collaborative environment.
:On:call availability 24X7
:Regular evening and weekend work
:Local Travel between sites app
• Location: East Bay, San Leandro
• Post ID: 94378727 eastbay