What are the responsibilities and job description for the IT Technical Specialist position at Zekelman Industries?
Job Description
Zekelman Industries is seeking an IT Technical Specialist. Reporting to the Manager of Client Services, the Technical Specialist is responsible for infrastructure and related support services in the office and on the manufacturing floor to ensure proper IT system operation so that end users can accomplish business tasks.
RESPONSIBILITES:
- Evaluate documented issues and analyze trends to prevent future problems
- Participate in key process improvements as they relate to the IT infrastructure environment
- Assist in hardware and software deployments following service and asset management procedures and policies
- Receive, manage, and resolve IT incident escalations from Tier 1 Help Desk following Standard Operating Procedures and best practices
- Respond to and assign service request tickets following Standard Operating Procedures and best practices
- Escalate IT infrastructure issues and provide timely response to customer escalations
- Document problem-solving processes, troubleshooting activities, and verification of fix in Service Management tool through final resolution
- Apply diagnostic tools to aid in troubleshooting
- Follow service management standards, policy, and procedures
- Maintain Service Level Agreement metrics
- Provide post-resolution follow up with Tier 1 technicians. Contribute to Known Error Database, Knowledge Base, FAQs, and other aids
- Recommend and execute, with direction, approved modifications to IT infrastructure environment to improve efficiency, reliability, and performance
- Reinforce SLAs to manage end-user expectations
- Interact positively and seek guidance from other members of the IT teams
- Regular, full-time, predictable onsite attendance per the posted schedule, including rotating on-call availability, is an essential function of this role
- Lead and promote health and safety work practices as required by regulatory agencies and company policy
QUALIFICATIONS:
- Degree in technology related field or 2 - 5 years equivalent work experience
- Certification or experience with the following preferred but not required: Microsoft Windows, Citrix, EMC Storage, Virtualization, Cisco UCS, Avamar Backup, SCCM, ITIL Framework, Networking, Tele-Communication, Manufacturing Systems
- Knowledge of Microsoft workstation and server operating systems
- Experience working in an ITIL-driven environment or a working knowledge of ITIL principles and processes
- Strong documentation skills
- Exposure to IT infrastructure performance tuning and monitoring tools
- Hands-on troubleshooting experience
- Manufacturing experience a plus
- 10% travel may be required
Zekelman Industries offers competitive compensation and excellent benefits, including low cost, high quality medical and dental benefits. In addition, we have an amazing tuition assistance program, a bonus plan, a 401(k) plan with a generous company match, immediate vesting and much more.
M/F/D/V
We are Zekelman Industries.
We manufacture superior quality tubular and related products and provide outstanding service for our valued customers.
We seek to continuously advance the skills and opportunities of our employees, utilizing the latest technology and