IT Infrastructure Technician
With ECOM Trading in Dallas TX USMore jobs from ECOM Trading
Posted on August 11, 2019
About this job
Job type: Full-time
Role: System Administrator
The ECOM Agroindustrial Corp. Ltd. group (“ECOM”) is one of the leading suppliers of commodity raw materials and related services to coffee roasters, chocolate manufacturers, and cotton textile mills worldwide. ECOM is an integrated origin company, which is focused on buying from producers at origin, providing primary processing, logistics and risk management services, and selling to the branded product manufacturer. ECOM is a Swiss-based company with operations in over forty countries including sales merchandising offices in the U.S. and Switzerland. The IT Infrastructure Technician position is based in Dallas, TX and is responsible for providing onsite and remote support for all US locations. The position reports to the Regional Infrastructure Manager – Americas who is also based in Dallas, TX. This position has frequent contact with internal clients, peers, managers, and independent vendors.
THE ANNUAL COMPENSATION RANGE FOR THIS POSITION IS BETWEEN 52k TO 60K
Work Schedule: 8+ working hours per day (Usually 8:00 a.m. – 5:00 p.m., Monday – Friday). Does require flexibility to participate in phone or video calls or address critical business issues outside of local business hours. THIS IS AN OFFICE BASED POSITION, NOT A REMOTE POSITION
RESPONSIBILITIESThis position provides onsite as well as remote support to ECOM's US locations including server patching, planning, and monitoring of key systems.
Global Production support 60%? Ensures technical coverage for production systems, network, and security.? Coordinates IT activities with local and global team members. ? Successfully install and upgrade patches for Windows devices both client and server.
Local Market Production support 30%? Provides primary Level 2 support to local users for standard applications (Google Apps, MS Office, File-Print, Internet, etc.) and hardware. ? Implements and ensures compliance with company standards and policies.? Coordinates local outsourcing of services when required.? Coordinates the local procurement of hardware if required? Responsible for infrastructure processes such as daily backups and restores.
Vendor Management 10%? Establish contacts with local vendors to provide services? Evaluate and manage vendor delivery of contracted services.? Work with vendors to resolve issues and identify technology solutions.
Job DescriptionBasic responsibilities of this role include:? Create and work Help Desk tickets to final resolution providing hands on support. ? Must demonstrate excellent customer service skills. ? Respond to incoming questions in a timely manner, track 100% of all customer contacts, research questions and issues and resolve each interaction with customer satisfaction. ? Escalate problems to Level-3 support personnel when appropriate via proper escalation procedures as defined in the Help Desk Standard Operating Procedures manual.? Develop and document new solutions to frequently occurring problems.? Become well versed with common problem inquiries and be able to provide timely solutions.? Work on special projects on as needed basis.? Plan in advance for new releases and rollouts to anticipate customer inquiries.? Work with ECOM Software Development team when required, monitoring and troubleshooting issues. ? Manage infrastructure end point security and provide end-user education. ? Ability to work alone with minimal supervision.
Key Qualifications ? Bachelor’s degree is required.? Experience with Solarwinds is a plus. ? Strong project management, time management, and problem solving skills? Able to excel in idea generation, evaluation, and prioritization, customer and partner engagement, cross-functional technical program management.? A willingness to dive into technical issues as part of maintaining the skills necessary to manage and advocate products and projects.? Ability to work with technical and non-technical business owners to get things done.? Excellent English written and oral communication.
TECHNICAL SKILLSRequired Skills: ? 5 years of IT experience focused on infrastructure and system deployments? 3 years of Microsoft Active Directory working knowledge in a support and troubleshooting capacity? 3 years of PC and server support? Experience with onsite and remote support
Preferred Skills: ? Administration of Active Directory Domains? Administration of Solarwinds products? Administration of Desktop Central? Administration of Trend Micro products
WORK CONDITIONSThe work is a shared office with various IT related positions. This office is high traffic and fast paced. Some travel might be required (less than 10%).
PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.