What are the responsibilities and job description for the IT Support Analyst position at RLG?
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Job Summary
We are seeking an IT Support Analyst in our Windsor, CT office. As an IT Support Analyst, you will be a key member of a worldwide Service Delivery team with ultimate responsibility for delivering end-user requests, resolving incidents, maintaining systems and delivering projects. across our Windsor Connecticut office and its satellite locations. Working within an ITIL aligned ITSM you will support internal customers and colleagues through tickets, phone calls, remote sessions, and in person. Periodically you may be required to attend secondary sites to deliver onsite support. Additionally, you will be responsible for IT project delivery in these locations, including supporting acquisition onboarding activity, both to business systems and across the Reconomy Our Resource tenancy.
Responsibilities:
- Resolve assigned incidents within SLA; engaging with third-parties and colleagues as required.
- Add commentary and record working time on tickets (incidents and requests) with a view to keep both customers (end-users) and colleagues informed.
- Participate in resolver groups, developing your own knowledge and experience.
- Support IT Helpdesk Analyst’s with their triaging of incidents and requests, collectively referred to as tickets, ensuring adequate information is present.
- Lead and support various IT projects within our Connecticut, Windsor office including the consolidation of IT hardware, infrastructure, business systems and software post M&A
- Support the business with acquisition onboarding from a data, business systems and infrastructure perspective working with third party providers as appropriate
- Onboarding new users onto our single tenancy, migrating from legacy tenants from time to time including new user provisioning at scale as acquisitions come onto the platform
- Upgrading and migrating services to the cloud and then managing the run time, performance and resilience of such services
- Delivery various other IT projects both locally and across the Americas and other loops, as required from time to time.
- Grow your knowledge of technology stacks and become a subject matter expert.
- Undertake advanced system administration tasks including complex troubleshooting of interdependent systems.
- Manage installations, upgrades and configurations of hardware and software through Intune or by exception legacy applications.
- Support your colleagues and share knowledge with the team.
- Support the operation and re-platforming of legacy applications.
- Setup and relocate end-user equipment on site.
- Configure and troubleshoot meeting room and office equipment.
- Support end-user business owned mobile devices, peripherals and printers (small and MFP).
- Support the local network on a day to day basis, working closely with Reconomy’s network services department.
- Support on-prem infrastructure as this rolls in from acquisitions and, plan / execute migration of this to cloud services working closely with other colleagues across the group
Requirements:
- Experience of PaperCut.
- Knowledge of access control systems.
- Experience of AP automation technologies and methodologies
- Experience in supporting finance and CRM systems
- Experience in working with data integration platforms
- Experience in liaising and working with both third party vendors and colleagues on a global basis
- Experience with Sage and other similar business systems (finance and CRM)
- Salesforce and embedded VoIP platforms administration experience
- Experience in network management including DHCP/DNS, VLANs, VPNs, enterprise grade firewalls
- Experience of virtualisation technologies e.g., Hyper-V and VMware
What to expect:
- Comprehensive health and dental benefits
- Employer matching of employee retirement contribution
- Supportive work life balance: hybrid remote/in office work schedule
- Supportive of professional development
- Dynamic & international working environment
- Will work in close coordination with Reconomy teams in the US & periodically with other regions
- Sound like an opportunity for you?
Accessibility and Inclusion:
RLG Systems is committed to creating a diverse, accessible, and inclusive workplace. Should you require accommodation through any stage of the recruitment process, please let us know when contacted and we will work with you to meet your needs. Disability-related accommodations during the application process are available upon request. You may also request accommodation by emailing accessibility@rev-log.com.