IT Infrastructure and Operations Technician EMEA

Your Responsibilities:

Responsibilities (Primary - 65% of time spent)

Perform first and second level diagnostics; investigating, troubleshooting, and providing resolution to technical issues in a 24x7x365 environment with varying levels of urgency, collaborating with engineers as necessary, ensuring SLAs are met and critical issues managed.

Lead, maintain, and partner with outside teams to enhance services relative to the following client technologies and services:

• Client deployment solutions
• Microsoft Active Directory accounts, (provisioning and de-provisioning)
• Client Endpoint Protection Services
• VPN access
• Collaboration and Communication accounts and services (Teams clients and Teams enabled conference rooms, email, CRM, Voice/VoIP)
• Client systems (workstations, laptops, mobile devices, product fulfillment devices,)
• Mobile device management
• Jira Service Management (ticketing systems)
• Contribute ideas and solutions to make technology and processes work better for our customers.
• Enter accurate and current case documentation for all assigned incidents and requests.
• Document corporate technology assets, standard operating procedures and access request forms.
• Onboard new employees with hardware, peripherals and access
• Sourcing new IT services & equipment vendors locally as needed.
• IT equipment and software (client and network) procurement locally
• IT equipment wiping & recycling.
• Represent the Service Desk in meetings or projects where information or requirement gathering is needed, to ensure the team and end users get what is needed for any new technology or systems.
• Manages the intake of new Service Desk work, through project teams.
• Identify and, where appropriate, develop internal documentation or knowledge for the team &/or our end users.
• Perform other systems administration and service management duties as necessary or assigned to meet the needs of the company.

EMEA additional responsibilities (35% of time spent)

• Responsible for ensuring effective local, IT related communications specific to IT Infrastructure & Service Desk
• New Microsoft Teams Rooms setups, or oversight of local vendors as appropriate
• Regional point of contact for all IT equipment onsite (client devices, AV equipment, printers, & network infrastructure)
• Regional point of contact for local Internet service providers. Work directly with CSI team to provide hand-on support and testing for new service turn-ups or service outage troubleshooting.
• Liasian for regional needs for Cloud Services Infrastructure and Workplace Solutions teams
• On Call availability for local outages or planned IT maintenance
• Additional travel required to regional offices as needed or planned.
• Work directly with CSI and WPS teams to setup, test &/or troubleshoot network infrastructure equipment (routers, switches, network ports, wi-fi access points, Teams rooms)

Qualifications:

Educational experience to include an Associate’s degree or technology focused program in Information Systems, Computer Science or relevant major.  Additional higher education and/or technical certifications a plus!
2+years of experience supporting IT client and infrastructure technologies in a corporate environment.
Professional experience and proven problem-solving skills with:
• Hardware (Apple, Android, Windows & Windows Mobile)
• Microsoft Software (Active Directory, Exchange, File & Print Services, Windows OS/Server, Office365 for PCs and Macs)
• EndPoint Anti-virus solutions
• Adobe Software (Reader, CS/Cloud Suite Applications)
• System Imaging Creation - SCCM, InTune/Autopilot, Company portal, Tanium
• Networking Services & hardware (wired and wireless network, print, telephony)
• VPN Access and WAN Services
• Virtual/Server technologies
• Enterprise class LAN services
• Highly developed troubleshooting skills; tenacity and hunger for finding the root cause of a problem.
• Experience working with a variety of personal computing form factors (PCs, Macs, tablets), multi-function print/scan/copy/fax devices, wired and wireless local area networks, remote access via VPN, and IP phone systems.
• Customer-service focused with the ability to provide an appropriate sense of urgency for troubleshooting and service delivery regardless of time of day or night. Support and solutions are delivered both onsite and remotely.
• Excellent interpersonal skills that inspire and build trust for effective working relationships across the company.
• Ability to read and comprehend technical documents.
• Ability to work independently and as part of a team.
• Have an organized approach to work with attention to detail.
• Be an effective team player; collaborative worker.
• Good, clear and concise written and verbal communication skills; ability to communicate ideas effectively with people who possess varying levels of understanding technology.
• Knowledge of IT Operations and ITIL best practices.
• Innovative self-starter – always looking at improving our processes while also displaying a willingness to dive into the details and help wherever necessary.
• Excellent verbal and written communication skills, demonstrating effective listening through concise, clear verbal and written communication.
• Keen attention to detail in planning, organization and execution of tasks, while still seeing the big picture and understanding how all of the pieces fit together and affect one another.
• Ability to anticipate how a decision made can affect our customers, our partners, our products or other departments’ operations and/or morale; “connecting the dots.”
• Demonstration of innovation and initiative – always looking to improve client services delivery and assist wherever necessary.
• Passionate participation in Brooks’ sports activities a plus, overridden by the ability to understand and empathize with the runner to develop loyal, engaging relationships with our customers and the Brooks community.
• Embraces and lives the Brooks values!
• Some travel within Europe will be required.