Field Support Analyst
GFL Industries

Job Info

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Under the general direction of IT Service Support Regional Manager, the IT Field Support Analyst (FSA) Provides customer service to an assigned end user base and is responsible for the maintenance and administration of computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations. This role is the face of IT and will act as a liaison between IT and the end user for Level 2 IT related needs. This role will provide mentoring and guidance to other employees. Applies extensive knowledge of the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways and has a comprehensive understanding of the general/technical aspects of the job. Works on assignments that are complex in nature and require judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions. Work is completed with minimal supervision and assignments may be completed without established procedures.

Key Responsibilities:

• Serves as the IT liaison to regional business unit end users and provides desk side and remote technical assistance to end users during regular business hours and in support of special business projects and initiatives.
• Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.
• Identifies and resolves technical issues and/or researches and recommends effective solutions.
• Ensures a timely resolution and/or escalates non-resolvable issues to higher-level teams.
• Provide support and assistance for Business Unit process systems as required.
• Creates, monitors, and enforces policies and procedures.
• Creates, distributes, and updates knowledge base solutions.
• Evaluates, designs, and implements, new systems that increase productivity or enhance overall business operations.
• Integrate technical knowledge and business understanding to resolve problems for customers.
• Resolve single and cross technology incidents independently. Work with team members to resolve unusually complex or cross technology incidents.
• Provide technical consulting during implementations and upgrades to production systems.
• Build and maintain strong relationship up to senior management level within their Business Units in assigned regions.
• Design and deliver support solutions using specific industry knowledge and expertise.
• Assists in the management of asset inventory, hardware lease agreements, service contracts, and vendor support agreements.
• Establishes and maintains positive and effective work relationships with co-workers, leaders, and customers
• Provide leadership within team and assists with training and mentoring other Field Support Analysts in their daily tasks.
• Lead Customer Expectation management as part of escalation process.
• Work on cross-team or large programs/projects and provides direct support to major/complex and strategic initiatives and programs.
• Travels to other business sites to provide additional support or to attend training sessions.
• Adheres to departmental standards and ensures appropriate use of information systems.
• Perform reporting and administrative functions as required.

Level of education/qualifications normally required:

• Graduate degree in Computer Science, Engineering or related discipline with an IT focus
• A+ Certification preferred. MCSA Certification preferred

Specific work experience:

• Broad technical knowledge of IT
• Understanding of IT services, technology and solutions
• End User services experience (5+ years) with large teams to support
• Work experience in a related industry setting is a plus
• Work experience at an IT service provider is a plus (delivery level)

Technical / functional skills:

• Ability to conduct research into application development issues and products
• Deep understanding of running IT services in regards to technology and processes
• Ability to work in an organization with a large staff of highly trained IT professionals
• Strong analytical, design and development skills including troubleshooting and integration of IT services
• Knowledge of existing and emerging hardware and software technologies and IT architectures
• Strong competency in developing efficient and effective solutions to diverse and complex business problems
• Knowledge of best practices to guide teams through issues related to the design, development, and deployment of mission critical information and software systems
• Ability to develop and implement IT policies and governance

Behavioral / managerial competencies:

• Ability to communicate openly and effectively with senior management, Business Units management, with other IT managers, with staff, and with many diverse constituencies
• Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure availability of the service in accordance to service level commitments
• Ability to manage multi-cultural and multi-located teams
• High willingness to drive transformation and service improvement
• Strong customer / end-user / client service orientation
• Highly self-motivated and directed
• Keen attention to detail
• Capability for problem solving, decision making, sound judgment, assertiveness

Linguistic skills:

• Excellent English (written & spoken) - other languages specific to region are a plus

Mobility requirements (time spent travelling nationally etc.):

• Travels ~30% (estimate)

#GFLTalent

We thank you for your interest. Only those selected for an interview will be contacted.

GFL is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, please contact myworkdayrecruitment@gflenv.com

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