IT Service Delivery Technician

Kingspan Insulation is searching for an experienced Information Technology (IT) Service Delivery Technician to work out of our Atlanta or Miami Site.

This position will manage all aspects of the day-to-day delivery of IT operations and service management in the US. This will include providing end user support of all Kingspan Insulation's applications, systems and customers ensuring a first-class support service to our user base. This person will resolve incidents, problems, plus major incidents assigned.

This role will involve working closely with the Divisional IT team to carry out 'business as usual' tasks as well as assisting from time to time with project work including testing, documentation and training if necessary.

Key Duties Include:

• Performs work in a safe manner; promotes and fosters a safe work environment.
• Takes receipt of tickets logged in ITSM toolset; actions them as appropriate, and channels requests to other members of the Divisional IT team, as appropriate.
• Responsible for the regional ticket queue, oversees the divisional inbox and the handover of tickets between regions.
• Ensures that services are delivered in a robust manner as measured against agreed service levels.
• When possible, action incidents/requests recorded in ITSM toolset from other business regions.
• Provides detailed documentation and guidance to all users in the effective use of systems and products.
• Proposes, discusses and evaluates potential solutions with KINA team and Divisional IT, and implements agreed solutions, as directed.
• Performs testing of any new software releases that are performed by Divisional IT in
• preparation for continued support of said changes.
• Maintains a high degree of customer service for all support queries and adheres to all
• Information Technology Infrastructure Library (ITIL) service management principles set out like in Service Level Agreement's (SLA) and Key Performance Indicators (KPI).
• Takes control of incident management of major incidents when necessary.
• Assists in maintaining the IT knowledge base, through clear and accurate documentation of systems and related business procedures.
• Works with local KINA and Divisional IT to identify and work towards service improvements, make recommendations for policy or technological changes, then implements agreed upon changes.
• Assists on any infrastructure or development projects.
• Trains users on hardware or software systems where appropriate.
• Maintains and documents inventory listing of all hardware and software.
• Configures computers for new employees; repairs/rebuilds hardware as needed.
• Manages regional suppliers to gain best possible value and delivery to service level agreements.
• Travels to sites within the US when needed. May occasionally be required to travel internationally to other Kingspan sites.

All Employees have the following compliance obligations:

• Remain compliant with the Code of Conduct and Policies which includes the Product Compliance Policy.
• Ensure that all duties related to product compliance are adhered to in accordance with the Product Compliance Policy, Laws, Regulations and market demands.
• Responsible for all tasks to achieve compliance goals and demands of Compliance Management System.
• Must raise concerns related to the Compliance Management System to their supervisor, manager, any member of the Leadership Team, or through the confidential whistle blower service.

Qualifications:

Education and./or Experience: 3-5 years related IT experience or any equivalent combination of education and experience which provides the necessary skills, knowledge and abilities. Certification in Microsoft technologies beneficial.

Must have:

• A detailed understanding of client hardware and operating system to effectively trouble shoot problems.
• Strong math, time management, and organizational skills.
• Excellent communication skills with both technical and non-technical people.
• A strong understanding of Microsoft Office 365 applications (Word, Excel, Powerpoint, Outlook).
• An understanding of Exchange Online, Intune, Windows Server, and Active Directory.
• An understanding of VMWare and unified communications.
• An understanding of Citrix environments.
• Good cable management skills.
• A good understanding of Wide Area Network (WAN) and Local Area Network (LAN) environments.
• 2nd line support experience.
• Experience of ERP systems.
• Microsoft Dynamics skills or experience of other CRM systems.
• ITIL Foundation Certificate V4.
• A strong attention to detail and be able to identify, analyze and solve problems.
• Valid passport (or be able to attain one) and ability to travel.

Must be able to:

• Work as part of a team or on own initiative where required.
• Make good business decisions and consult other members of the business or Divisional IT team when appropriate.
• Be highly self-motivated and customer centric.

All employees have the following compliance obligations:

• Remain compliant with the Code of Conduct and Policies which includes the Product Compliance Policy.

• Ensure that all duties related to product compliance are adhered to in accordance with the Product Compliance Policy, Laws, Regulations, and markets demands.

• Responsible for all tasks to achieve compliance goals and demands of Compliance Management System.

• Must raise concerns related to the Compliance Management System to their supervisor, manager, any member of the Leadership Team, or through the confidential whistle blower service.

Competencies: Individual Contributor

Adaptability

Maintaining effectiveness when experiencing changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful. Adaptability supports our business driver of Driving Efficiency.

Customer Orientation

Placing the appropriate priority on the internal or external customer’s perspective when making decisions and taking action; implementing service practices that meet the customers’ and own organization’s needs. Customer Orientation supports our business driver of Increasing Financial Performance.

Decision Making

Identifying and understanding challenges and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating, and evaluating alternatives, and making timely decisions; taking action that is consistent with facts and optimizes probable consequences. Decision Making supports our business driver of Driving Efficiency.
Earning Trust (Establishes Credibility for Earning Trust)

Gaining others’ confidence by acting with integrity, communicating transparently, and following through on commitments; treating others and their ideas with respect and supporting them when faced with challenges. Earning Trust supports our business driver of Building a High-Performance Culture.

Managing Work

Effectively managing one’s time and resources to ensure that work is completed efficiently. Managing Work supports our business drivers of Executing a Competitive Strategy and Driving Efficiency.

Teamwork

Working cooperatively in partnership with others to help a team or work group achieve its goals. Teamwork supports our business driver of Building a High-Performance Culture.

Health & Safety

The ability to autonomously apply and adhere to health and safety protocols, contributing to the creation of a safe and secure work environment. Individuals with this competency are responsible for understanding, implementing, and promoting health and safety practices within their scope of work, ensuring compliance with regulations, and fostering a culture that prioritizes the well-being of all employees.

Equal Employment Opportunity Policy

Kingspan provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Experience

• 3 - 5 years: Years of IT experience

Education

• High School or better