Join a global team as Technical Support Specialist assisting customers with support requests. Shape customer experience through innovative solutions and collaboration with cross - functional teams.
About the role
- IT Support Analyst working within a global IT service delivery team at Lincoln Waste Solutions. Resolving incidents, managing systems, and supporting IT projects across multiple locations.
Responsibilities
- As an IT Support Analyst, you will be a key member of a worldwide Service Delivery team with ultimate responsibility for delivering end-user requests, resolving incidents, maintaining systems and delivering projects across our Windsor Connecticut office and its satellite locations.
- Working within an ITIL aligned ITSM you will support internal customers and colleagues through tickets, phone calls, remote sessions, and in person.
- Periodically you may be required to attend secondary sites to deliver onsite support.
- Additionally, you will be responsible for IT project delivery in these locations, including supporting acquisition onboarding activity, both to business systems and across the Reconomy Our Resource tenancy.
- **Service delivery**
- Resolve incidents and requests within SLA, collaborating with third parties, colleagues, and IT Helpdesk Analysts to ensure effective triage and complete, accurate ticket information.
- Add commentary and record working time on tickets (incidents and requests) with a view to keep both customers (end-users) and colleagues informed.
- Participate in resolver groups, developing your own knowledge and experience.
- **Project Delivery**
- Lead and support various IT projects within our Connecticut, Windsor office including the consolidation of IT hardware, infrastructure, business systems and software post M&A.
- Onboarding new users onto our single tenancy, migrating from legacy tenants from time to time.
- Delivery various other IT projects both locally and across the Americas and other loops, as required from time to time.
- **Technology SME**
- Grow your knowledge of technology stacks and become a subject matter expert.
- Undertake advanced system administration tasks including complex troubleshooting of interdependent systems.
- Manage installations, upgrades and configurations of hardware and software through Intune or by exception legacy applications.
- **Infrastructure**
- Setup, relocate, configure, and troubleshoot end-user, meeting room, and office equipment on site.
- Support the local network on a day to day basis, working closely with Reconomy’s network services department.
- Support on-prem infrastructure as this rolls in from acquisitions and, plan / execute migration of this to cloud services working closely with other colleagues across the group
Requirements
- 3 - 5 years experience in an IT Support Analyst, project delivery or equivalent role.
- Customer services and project delivery experience.
- Ability to set expectations and communicate results with end-users and colleagues.
- Strong documentation skills.
- Comprehensive understanding of Active Directory and Entra ID including hybrid configurations.
- Extensive experience with at least two of these Microsoft administration centres: Azure, Admin, Exchange, Intune, SharePoint, and Teams.
- Advanced ability to technically diagnose and troubleshoot faults methodically.
- Knowledge of advanced Windows Server management tools and techniques.
- Practical knowledge of network protocols and tools e.g., TCP/IP, UDP, ICMP, Wireshark, and TCPdump
- US drivers license
- **Preferred Experince **
- Experience with Sage and other similar business systems (finance and CRM) - Salesforce and embedded VoIP platforms administration experience - Experience in network management including DHCP/DNS, VLANs, VPNs, enterprise grade firewalls
- Experience of virtualisation technologies e.g., Hyper-V and VMware - Knowledge of VoIP phone systems.
Benefits
- Comprehensive health and dental benefits
- Employer matching of employee retirement contribution
- Supportive work-life balance: hybrid/in-office work schedule
- Supportive of professional development
- Dynamic and international working environment
- Will work in close coordination with Reconomy teams in the Americas and periodically with other regions
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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