Boar's Head Brand
Overview
The BTS Technical Support Specialist III serves as the Subject Matter Expert (SME) for all processes, procedures, and technical support for the Service Desk. As such, this individual, having demonstrated in-depth experience, capability and judgment, will serve as the escalation point for issues within our Enterprise Environment. Job Description
Essential Duties And Responsibilities Installs, modifies, configures, and repairs computer hardware and software systems, and provides Tier I, II, and III technical assistance to system users and technical peers. Performs oversight and administration of ITSM tools, ensures accuracy of information in the ticketing system, and complies with current and future KPIs, performance metrics, Incident Queue Management, and Problem Management (RCA) in ITSM Tool. Installs, configures, troubleshoots, and upgrades computer-related production equipment, end user computing devices, mobile devices, telephony devices, conference room hardware, focusing on continuous improvement, innovation, and supporting technical & functional testing of new technologies. Administers, manages, and monitors Telephony & Voicemail Systems. Provides Tier I/II/III support and troubleshoots/resolves incidents or problems related to telephony and voicemail systems. Installs and maintains extensions, phone lines, and fax devices as needed. Acts as liaison between equipment vendors and the company. Ensures workarounds and permanent fixes are documented and communicated to Service Desk Specialists. Creates, updates, and maintains Standard Operating Procedures, How To documents, and Work Instructions as directed by the IT Service Support Supervisor, IT Systems Support Manager, or Director. Reviews documentation for accuracy and integration into Knowledge Management System. Performs administration and integration of local area networks (LAN) and wireless LANs (WLAN), under the direction of the IT Service Support Supervisor, Director, and/or Network & Security Team. Implements, maintains, and supports any future electronic or technical systems as required. Installs, configures, monitors, troubleshoots, and maintains stand-alone and network printers and/or Multi-Function Devices. Installs, configures, supports, and provides guidance for standard or specific software packages, including operating systems, standard applications (e.g., Microsoft Office Suite, O365, Edge, on-prem applications, SaaS applications, ERP applications, or custom applications). Instructs users in the use of equipment and software, including one-on-one training, and creates value-added documentation. Provides continued training as needed in support of integrated hardware and software systems. Performs infrastructure troubleshooting to isolate and diagnose common network-related problems, creates relevant documentation (e.g., network diagrams) and maintains accuracy of data in IPAM tools or relevant management systems. Supports IT Technical & IT Operations Team in ongoing expansion and support of infrastructure and server equipment (e.g., UPS, servers, switch gear, storage). Installs and troubleshoots wiring for LAN and telephony systems, including isolated or segmented networks. Monitors equipment functioning, including mobile devices, to ensure systems operation complies with OEM specifications. Site administration of the local and enterprise CMDB, documentation, and asset lifecycle management. Performs or assists in preventive maintenance on computers, printers, peripherals, and related devices. Administration and monitoring of Incident Management & Request Fulfillment queues in ITSM Tool, with focus on continuous improvement and root cause analysis. Education And Experience
High School Diploma Required. Associates/Bachelor’s Degree Preferred. One (3) to five (5) years of proven experience in a manufacturing or distribution environment. Support of ERP/MSC preferred. A+ Certification or equivalent. Network+. CCENT Certifications and/or equivalent. ITIL Foundations or equivalent certification a plus. Additional Responsibilities
Additional responsibilities as directed by the BTS Service Support Supervisor, BTS Service Support Manager, Director, Automation and BTS, and IT Leadership. Work Environment
Ability to work various hours, including 2nd/3rd shift & weekends. Schedules vary based on needs and may include extended hours and weekend work. Ability to work in confined areas, ceilings, and attic spaces to run wiring for system integration or telecommunications. Ability to lift up to 50 lbs. to move and/or install equipment. Ability to work in high temperature areas (attic space) for prolonged periods. Willingness to travel for training and on-site systems support as necessary. Willingness to be included in the on-call support rotation. This is a Work From Office position. Location:
Sarasota, FL Time Type:
Full time Department:
Management Information Systems Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries
Food and Beverage Manufacturing
#J-18808-Ljbffr
The BTS Technical Support Specialist III serves as the Subject Matter Expert (SME) for all processes, procedures, and technical support for the Service Desk. As such, this individual, having demonstrated in-depth experience, capability and judgment, will serve as the escalation point for issues within our Enterprise Environment. Job Description
Essential Duties And Responsibilities Installs, modifies, configures, and repairs computer hardware and software systems, and provides Tier I, II, and III technical assistance to system users and technical peers. Performs oversight and administration of ITSM tools, ensures accuracy of information in the ticketing system, and complies with current and future KPIs, performance metrics, Incident Queue Management, and Problem Management (RCA) in ITSM Tool. Installs, configures, troubleshoots, and upgrades computer-related production equipment, end user computing devices, mobile devices, telephony devices, conference room hardware, focusing on continuous improvement, innovation, and supporting technical & functional testing of new technologies. Administers, manages, and monitors Telephony & Voicemail Systems. Provides Tier I/II/III support and troubleshoots/resolves incidents or problems related to telephony and voicemail systems. Installs and maintains extensions, phone lines, and fax devices as needed. Acts as liaison between equipment vendors and the company. Ensures workarounds and permanent fixes are documented and communicated to Service Desk Specialists. Creates, updates, and maintains Standard Operating Procedures, How To documents, and Work Instructions as directed by the IT Service Support Supervisor, IT Systems Support Manager, or Director. Reviews documentation for accuracy and integration into Knowledge Management System. Performs administration and integration of local area networks (LAN) and wireless LANs (WLAN), under the direction of the IT Service Support Supervisor, Director, and/or Network & Security Team. Implements, maintains, and supports any future electronic or technical systems as required. Installs, configures, monitors, troubleshoots, and maintains stand-alone and network printers and/or Multi-Function Devices. Installs, configures, supports, and provides guidance for standard or specific software packages, including operating systems, standard applications (e.g., Microsoft Office Suite, O365, Edge, on-prem applications, SaaS applications, ERP applications, or custom applications). Instructs users in the use of equipment and software, including one-on-one training, and creates value-added documentation. Provides continued training as needed in support of integrated hardware and software systems. Performs infrastructure troubleshooting to isolate and diagnose common network-related problems, creates relevant documentation (e.g., network diagrams) and maintains accuracy of data in IPAM tools or relevant management systems. Supports IT Technical & IT Operations Team in ongoing expansion and support of infrastructure and server equipment (e.g., UPS, servers, switch gear, storage). Installs and troubleshoots wiring for LAN and telephony systems, including isolated or segmented networks. Monitors equipment functioning, including mobile devices, to ensure systems operation complies with OEM specifications. Site administration of the local and enterprise CMDB, documentation, and asset lifecycle management. Performs or assists in preventive maintenance on computers, printers, peripherals, and related devices. Administration and monitoring of Incident Management & Request Fulfillment queues in ITSM Tool, with focus on continuous improvement and root cause analysis. Education And Experience
High School Diploma Required. Associates/Bachelor’s Degree Preferred. One (3) to five (5) years of proven experience in a manufacturing or distribution environment. Support of ERP/MSC preferred. A+ Certification or equivalent. Network+. CCENT Certifications and/or equivalent. ITIL Foundations or equivalent certification a plus. Additional Responsibilities
Additional responsibilities as directed by the BTS Service Support Supervisor, BTS Service Support Manager, Director, Automation and BTS, and IT Leadership. Work Environment
Ability to work various hours, including 2nd/3rd shift & weekends. Schedules vary based on needs and may include extended hours and weekend work. Ability to work in confined areas, ceilings, and attic spaces to run wiring for system integration or telecommunications. Ability to lift up to 50 lbs. to move and/or install equipment. Ability to work in high temperature areas (attic space) for prolonged periods. Willingness to travel for training and on-site systems support as necessary. Willingness to be included in the on-call support rotation. This is a Work From Office position. Location:
Sarasota, FL Time Type:
Full time Department:
Management Information Systems Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries
Food and Beverage Manufacturing
#J-18808-Ljbffr