IT Support Officer (East Tennessee Mines; Middle Tennessee Mines; Strawberry Plains, TN)

Nyrstar is a global multi-metals business, with a market leading position in zinc and lead and growing positions in other base and precious metals. Nyrstar has mining, smelting and other operations located in Europe, the Americas and Australia and employs over 4,000 people. The company’s global operations are located close to key customers and major transport hubs to facilitate delivery of raw materials and distribution of finished products. In August 2019, Nyrstar’s operating business became majority owned by Trafigura, a market leader in the global commodities industry, providing a stable long-term platform for its marketing leading operations worldwide.

The Role

Provides first/second levels problem resolution and technical support services to Information Systems customers for the operation and use of personal computer and peripheral equipment, local and wide area networks, Internet and Intranet services, the site’s server platform and telephony services. Performs other related duties as assigned.

Key Accountabilities

Safety, Health, Environment and Community

• Always demonstrate safe behavior
• Comply with the site’s standards and procedures in SHEC.
• Promote awareness of SHEC practices.
• Demonstrate effective performance in achieving agreed SHEC goals in support of the department, site and company standards.
• Reporting of all SHEC incidents.
• Demonstrate awareness in SHEC through personal behaviors and conversations
• Take responsibility for the safety of self and others
  
  
  

Operations

• Management and maintenance of the site’s work queue for incidents and requests ensuring no backlog build-up. An understanding of service management tools such as ServiceNow and the underpinning ITIL processes is desirable.
• Receives, documents and coordinates customer demands (inquiries and requests) for technical assistance, new or changed systems, data capture, processing and reporting, etc. Records and follows up these demands using available Service Management tool (i.e ServiceNow).
• Support of critical IT infrastructure such as Windows Servers, Networks, Workstations and the applications these underpin. Requires solid understanding of Microsoft Windows Server and PC technologies.
• Manage and support the site’s IT Infrastructure including Cisco IP Telephony, internet, intranet, conferencing facilities, WAN, LAN, desktops, laptops, tablets, printers, IP cameras, etc.
• Execution and operation of data back-ups, disaster recovery procedures and understanding of cybersecurity systems (antivirus, antispam, anti-phishing, MFA, etc)
• Support in the execution of local and global IT projects as needed by the project.
• Imaging of desktops/laptops, deployment of packaged applications and system software tools and utilities (including Microsoft SCCM, Microsoft Software Center, MS Intune, etc)
• Manage Active Directory (AD) – user account creation, maintain the data content of the site’s OU to ensure up to date information is always present and relevant. Understand the different security groups needed for application access.
• Local support for authorized smart phones and other mobile devices
• Provide basic user support for SAP GUI client and Citrix-enabled applications.
• Manage and maintain IT asset register and Configuration Management Database. Good understanding of ITIL Process Framework.
• Collaborates in the preparation and the management of local IT Budgets including the preparation of Requisitions and Service Entries, the analysis of cost center reports, being ready to provide explanations for any deviations
• Troubleshoots, diagnoses and resolves first and second level hardware, software and network connectivity problems, bringing more complex issues to the greater team, Regional Business Systems Coordinator, and/or vendors for resolution.
• Install and configure standard business, engineering and operations support software, as well as installation and configuration of specialized software as authorized.
• Install, configure, or relocate PCs, laptops, printers, hardware, devices and other peripheral equipment, establishing network connectivity, and tag for inventory purposes.
• Entry and ongoing maintenance of data for hardware, devices and software in the Configuration Management Database (CMDB) for the site under responsibility.
• Diagnose hardware malfunctions, replace components, and perform other maintenance and repair, installing and configuring replacement equipment, coordinating major repair of hardware with greater team, customers and outside vendors.
• Participates in annual Performance Management Planning by working and achieving assigned goals.
  
  
  

People and Organization

• Actively participate and collaborate with other members of the Business Systems team, locally, regionally and globally to enable cross site knowledge sharing, maximize effectiveness and ensure standardization.
  
  
  

Qualifications/Experience

• ITIL v3 or v4 Foundation or other advanced ITIL Certification preferred. Understanding of ITIL Processes for Problem, Incident, Request, Change and Configuration Management.
• Computing / IT or associated degree qualification (bachelor or associates)
• 5-7 years of increasingly responsible experience in IT hardware and software support, or an equivalent combination of training and experience.
• Knowledge and experience using and supporting MS Office 365 applications and cloud services.
• MS-900: Microsoft 365 Fundamentals certification is desirable.
• MS-100: Microsoft 365 Identity and Services certification is desirable.
• Experience in a global, multi-cultural and multi time-zone organization working with top level executives.
• Knowledge of employee provisioning and onboarding and termination activities.
• Solid understanding of computer and mobile operating systems, including Windows 11, Windows Server 2016 and later, IOS and Android.
• Solid knowledge of MS Windows Server 2016/2019/2022 roles (Print, File, Applications, Database, etc), as well as server setup, configuration and operations as well as MS Hyper-V clustering technologies.
• Good understanding of Cisco LAN/WAN networking and the associated protocols and topologies, including, Ethernet, TCP/IP, MPLS, Internet, SDWAN, WIFI. Knowledge of ethernet cabling systems including connector assembly.
• Understanding of core networking concepts such as, switch configuration, VLANs, Internet, Intranet, VPN.
• Exposure to management platforms such as MS SCCM, MS Intune, Cisco DNA Center, PRTG, NextThink etc.
• Understanding of remote communications using both remote node and remote control technologies.
• Exposure to Client-Server application support and implementation, including Microsoft’s SQL Server.
• Knowledge and experience with MS Sharepoint online.
• Understanding of backup and restore operations.
• Understand and operate within budget constraints.
  
  
  

COMPETENCIES

• Professional and positive attitude, including excellent listening and communication skills. Capable of documenting and conveying knowledge.
• Work well under pressure supporting senior executives, occasionally including out of hours support.
• Customer oriented. Capable of relating to a user’s needs and to address them based on the real impact and urgency.
• Ability to troubleshoot and excellent problem solving skills.
• Organized and disciplined. Able to plan, organize, delegate and influence.
• High sense of responsibility and ownership.
• Work autonomously but capable of reaching out for help when in need.
• Willing to grow and learn in the role.
• Travel to other operational sites in the Tennessee region as required.
  
  
  

Department: Internal & External

This is a non-management position

This is a full time position