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 leadership to ensure proper system performance and availability. Diagnosing and general troubleshooting of end-user technology issues, escalating problems as required, are essential responsibilities.
The ITFS staff assigned to executives will serve as the key service delivery expert for day-to-day "white glove" executive support. Fundamental responsibilities include, yet are not limited to tracking and resolving all executive, executive assistant and key stakeholder support issues and requests in a timely fashion. Executive ITFS support is also responsible for setting up the boardroom, corporate HQ town halls, and monitoring executive meetings as requested.
Primarily independent. Relied upon as a subject matter expert (SME) by colleagues. May assist with training or answering routine and perhaps some non-routine questions.
This global team is in the Americas, UK/EAME and the Asia Pacific/APAC.
Microsoft Windows 7/10
Microsoft Office 365
Microsoft Windows Server 2008/2012
Polycom Video Conferencing
Microsoft Active Directory/GPO
Citrix XenApp (basic support)
Dell Laptop and Thin Client
Printers (HP preferred)
Apple IOS and Google Android
Provide first-level endpoint support for the executive team (if designated as ITFS Executive Support).
May assist with Team Lead responsibilities, on occasion, when requested.
Setup, test and manage the video conference systems to ensure they are in optimum working order and support town halls and meetings for the executives in various meeting rooms.
Maintain high-level customer satisfaction by clarifying customer needs and ensuring they are met.
Ensure effective and timely Ticket Management, to include recording, monitoring, and documenting incidents and requests within the ticketing tool.
Manage customer relation problems promptly and appropriately, escalate issues according to established procedures.
Respond to service, product, technical, and customer relations questions in a timely manner.
Provide smart hands support when requested (physical reboots, replace hardware, etc.).
Maintain asset inventory of all endpoints, software and software licenses, as well as the proper decommissioning and/or disposal of IT equipment, when required.
Participate in projects such as training, documentation and exhibition installations.
Provide regular reports, as required, enabling the effective management of IT services.
Decommission and/or dispose of IT equipment, according to guidelines, when applicable.
Provide 24 / 7 / 365 on-call support to the executive team, when assigned.
Ensure the delivery of exceptional customer service and tangible outputs. Rely on industry standards, best practices, and qualitative & quantitative data to support and/or refine operations methodologies.
Perform other responsibilities as assigned, including overnight and potential international travel.
Bachelor degree in Information Technology or related field, or an equivalent combination of education, certification, and experience.
3 7 years of IT experience.
At least 3 years of in-the-field, practical experience supporting IT infrastructure.
Active ITIL v3 (Information Technology Infrastructure Library) certification preferred.
Previous executive support is preferred.
Some troubleshooting and technical aptitude in at least 5 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 at least 5 of the following:
Transformational IT (medium to large systems migrations a plus)
Supporting IPT (unified) solutions Ex. MS Lync
Supporting RF technologies hand held bar code readers / mobile computers
Creating IT specific Work Instructions (KB articles), transformational IT (medium to large systems migrations), and a core understanding of networking concepts
Establishing new and refining existing processes and procedures
Supporting structured cabling initiatives (from planning to execution)
Experience with wiring closets (e.g., as MDF (Main Distribution Frame) and IDF (Intermediate Distribution Frame) and a core understanding of networking concepts.
Knowledge of parts logistics methodologies, such as inbound/outbound logistics, just-in-time and just-in-sequence preferred.
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.
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 Logistics Services, LLC