Position Details

Job Description:

Provide IT support for the Sligo manufacturing location as well as support to all European locations outside of Israel. That includes:
Local End User Support for all IT related manufacturing systems and interfaces,  Conference Rooms, PC Hardware & Software, mobile devices, Printers, user accessibility, and related issues so the local and remote users are able to perform their assigned duties on a daily basis.  
Work closely with the corporate IT team to resolve issues that are affecting the IT applications, servers, networks and 3rd party infrastructure at the manufacturing site.

Responsibilities:

-  Order, Build, & configure PCs. Deliver PC to end users with instructions & provide the appropriate orientation. 
 - Manage intake of incoming hardware requirements for on-boarding end users.
 - Manage, monitor, support all AV related equipment & services in the local conference/meeting rooms
 - Perform move, adds & changes on office phones & systems.
 - Provide hardware & software support, in person/via the telephone including workstation hardware, specialized business applications & general productivity software.
 - Provide answers & solutions to complex questions/problems concerning Windows desktop configuration, networking, printing & standard desktop hardware & software. 
 - Monitor & update ITSM system for local tickets. This includes managing open tickets & updating end users appropriately on the status of their issue. Escalate tickets as necessary.
 - Address customer complaints & escalations & report them to your manager. 
 - Provide white glove support for senior management executives & high-profile customers to ensure their needs are handled expeditiously
 - Ensure obsolete equipment is properly disposed of in accordance with Phibro polices.  Local, state & federal government mandated requirements must be followed.
 - Lead & manage local projects, systems & procedures to meet departmental goals
 - Provide local support to the Infrastructure & Operations team reacting to local operational status of servers, WAN circuits, routers, network hubs, & switches across the location.  

Competencies Required:
- Thorough knowledge of applications used by Phibro including but not limited to: Microsoft Office 365; Microsoft Office 2016; Outlook 2016; Windows 10/11 Operating System; Anti-Virus; Active Directory User set up and maintenance; EndPoint Manager software deployment experience
- Experience in building & deploying PCs. Upgrading and deployment of Software.
- Respond to requests for assistance via phone, email, ITSM system, or walk-ins as 1st and 2nd level technical user support. Escalate to next level of support and/or management as required.
- Configure, inventory, deploy mobile devices based on the company standards understanding of global infrastructure & support of global workforce
- Knowledge of LAN/WAN/VPN infrastructure 

Education:
- Undergraduate degree or equivalent combination of formal relevant experience 

Experience:
- Min 3 years in a Desktop Support environment 
- Min 3 years in a Helpdesk/Service Desk environment
- Min 3 years in networks, operating systems, storage platforms, & virtual servers.
- Strong customer service & client support skills  
- Working experience with a customer service ticketing system, such as Service-Now
- Multitask & handle multiple priorities
- Work independently, with minimal supervision
- Flexibility to work weekends, evenings, holidays & on-call
- Ability to interface with senior management
- Excellent written & verbal communication skills