Support Analyst - Greenwood, United States - Milwaukee Tool

Description

Job Description

Analyst I/II- Production Support

Reporting to the Sr.

Analyst, Production Support, this role is responsible for providing world class IT support for Milwaukee Tool's Greenwood, MS manufacturing facility as well as supports Milwaukee Tool's infrastructure platforms at the network, storage, and compute level.

Candidate must demonstrate keen business acumen as well as possess a high level of emotional intelligence and have a passion for support.

This role is onsite in Greenwood, MS

Duties And Responsibilities

Provide world class incident management at the tier one, two, and three levels
Serve as the escalation point for Tier 1 Support (I.E. IT Service Desk) when onsite production support assistance is required.
Advanced understanding / ability to support the Microsoft application stack such as Windows 10 / Office 365.
Advanced knowledge of mobile devices such as Apple/Android/Honeywell/Motorola/Zebra.
Advanced troubleshooting knowledge of handheld devices running Android or Windows Mobile and their associated Mobile Device Management systems (MDM)
Perform Advanced level Active Directory functions including account creation, group modification, password resets, and group policy.
Advanced knowledge of Windows Server Operating Systems in order to support business critical applications.
Support Enterprise technologies such as High Jump WMS, RF Smart, and Dynamics AX ERP at the client level.
PC Deployment/Imaging
Log all support activities in ITSM system.
Must be able to work under pressure to ensure tactical and strategic initiatives are accomplished in a timely manner.
Based on aligned business priorities, focus on continuous improvement, and provide world class customer service and support.

Comply with established change management procedures and work collaboratively with the IT team to ensure a robust, stable computing environment.

Manage local vendor relationships for network, telecommunications, and AV support.

Work with Storage/Compute, Networking, Client Engineering, or other Production Support teams in order to proactively make technology recommendations and changes based on data-driven analysis.

Demonstrated ability to multi-task and manage competing priorities

Establish a strong relationship with business users (purposefully practice relationship management), communicate planned and unplanned outages effectively, and work together with vendors, business, and IT to determine the most effective solution for Milwaukee Tool.

Work with Operational management to assess impact and urgency of critical and/or impactful issues.
Work to align best practices across production support teams.
Manage the integration of new client technology into business systems processes and procedures.
Follow established procedure for critical incidents in mission critical business operations.
A Passion for providing outstanding customer service

Strong team player with the ability to work in project and production support models with a diverse group of individuals across multiple departments.

Comfortable working in a fast-paced, results-oriented and sometimes highly stressful environment
Plan and implement technology projects within scheduled timeframes and approved financial plans.

Progressively monitor the industry for emerging technologies, methodologies and trends and propose technology solutions to resolve business problems, as appropriate.

(Ex. Consumerization of IT)
Foundational knowledge of manufacturing, distribution, and business operations.
Provide support for enterprise systems including but not limited to:
Messaging and collaboration (Office 365, Microsoft Teams)
Active Directory
Network File Shares
Backup Technologies
Hardware Implementation and Support for Servers and Storage, both local and remote.
Maintain VMWare and Operating System environments across both Linux and Windows
Utilize Monitoring and Performance tools to identify and resolve infrastructure needs.
Possible travel to assist and support projects at remote locations.

Education And Experience Requirements

Bachelors degree in computer science or related work experience
ITIL Certification preferred
ITSM frameworks and processes
Application Support
Outstanding written and verbal communication and documentation skills, with service-oriented mindset
5 – 7 Years in supporting Enterprise Systems
2+ years of experience designing, implementing and supporting infrastructure systems
Understanding of Layer 3 networking technologies, TCP/IP, DNS, DHCP

Hands on experience in many of the following technologies: Systems Center Operations Manager, SolarWinds, Office 365, Patch Management, Telephony, Client Devices, Wireshark packet captures and analysis, storage-compute-network performance analysis.

Strong background in supporting Windows Servers, PowerShell, VMware ESXi; Systems Center family of products experience a plus.
A passion for customer service
Microsoft Certifications are preferred but not required

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