DO & CO Hiring for Senior IT Support Analyst Job at Romulus, MI Full Time

Job title: Senior Support Analyst

Work Location: Detroit

Department: IT

Reports to: IT Manager, USA

Type of employment: Permanent – Full time – 40h/pw

Who are we?

DO & CO, The Gourmet Entertainment company was founded in Vienna, Austria, with its headquarters still sitting there. DO & CO is still partly family owned and since its beginning ran with the values of a family business, specializing in three primary business segments of Airline Catering, International Event Catering, and Restaurants/Hotels/Retail, offering “Gourmet Entertainment” all over the world. We operate out of 32 locations in 11 countries on 3 continents, maintaining the highest standard of quality in both our products and services. We refine the classics, challenge ourselves constantly and strongly push innovation – sometimes beyond our own expectations.

DO & CO promises a unique hospitality offering to a wide range of customers, a special combination of people and authentic flavours from around the world. As a premium brand it is associated with good emotions, culture, and enjoyment, providing high-class gourmet entertainment, flawless service, and an unrivalled all-round service package.

The secret ingredient of all our recipes is our diverse Team – The DO & CO Family. Our people play a vital role and are the key to our success. They are brand ambassadors of the company and show passion for hospitality. It is thanks to our people that we can provide our customers with an impeccable standard of hospitality. Special commitment and passionate attention to our guests create an environment that feels like home, wherever they are in the world and defines our uniqueness and leaders across our industry.

Job Summary

The Senior Support Analyst role is responsible for providing support in person and remotely to our users. You will fix what you can and be the escalation point for more complex issues and liaise with relevant resolve teams within Global IT following our internal escalation processes and procedures. Manage user issues in a timely manner and update tickets accordingly. Communicate with the users to keep them up to date with status of their issue.

As a Senior member of the IT support team, you will also need to monitor and manage the ticket queues and make sure that all tickets get handled in a professional and timely manner in accordance with business SLA and Service Delivery processes.

Identify and investigates high priority tickets and make sure they get handled with speed and escalated to resolve team when necessary.

Mentoring and supporting junior members of the team to help with their growth and increasing the knowledge and skills of the team.

Working in a fast-paced environment where no day is the same, the ideal candidate will have experience working as a 1st/2nd Line Support analyst with the ability to build key internal and external relationships.

Working closely with the IT Manager and assist, when necessary, with other tasks like procurement and working with external companies.

What will you be doing?

• Providing remote and face-to-face support to our users
• Actively participating in local projects related to Audio/Video, CCTV, Access Control, Software solutions deployment
• Taking ownership of users’ issues and identifying appropriate solutions to resolve incidents and service requests in a timely manner.
• Providing users with regular communication on the progress of investigations and planned solutions.
• After identifying the issue, you will take required steps to resolution or escalate to resolve teams as and when necessary.
• Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
• Create standard documentation on problem resolution, fixes and updating the technical knowledge base.
• Always maintain a strong customer focus.
• Monitor and manage the ticket queue and make sure that all tickets will be handled within agreed SLAs.
• Work as escalation point for our local staff and direct them to resolution.

Personal skills you must have

• Confidence in communicating with employees at all levels and have a strong commercial mindset
• Personal credibility that all employees feel comfortable approaching you with IT issues
• Emotional intelligence to help employees through the process of change, and the ability to view a situation from an alternative perspective
• 3 years previous in a service desk role and understanding the full cycle of IT issues and solutions
• Excellent administrative and interpersonal skills as well as strong organizational skills and initiative
• Able to prioritize workload and deal with every situation with great attention to detail
• Self-motivated, customer service focused, and able to work independently
• You are a clear and engaging communicator, strong written and verbal English, and will use a variety of methods to keep the team well informed
• The ideal candidate will exhibit: an ability to maintain confidential information in a professional manner; demonstrated ability to produce results, prioritize and perform a variety of tasks on short notice within demanding deadlines; and proven ability to work under pressure
• Understanding the basics of ITIL principles
• Excellent time management

Technology Skills you must have

• Strong working knowledge of a wide variety of ICT hardware e.g desktops, laptops, tablets, printers and other peripheral devices.
• Able to provide support for smartphones, iPads, iPhones
• Strong knowledge of Microsoft Eco-system (Experience in Apple OS and applications is beneficial)
• Working experience of Microsoft Office 365 with Exchange, Teams, SharePoint and Intune.
• Troubleshooting experience of CRM/ERP/WMS systems.
• Experience of VOIP PBX and 3CX.
• Understanding of structured cabling or Wi-Fi connectivity e.g. firewalls, routers, switches, Wireless Access Points.
• Full understanding of network and server architecture and roles.
• Good understanding of DNS and DHCP.
• Highly experience in Microsoft Active Directory, User account and security group management.

What is in it for you?

DO & CO offers numerous opportunities for our employees to be successful in an international company with a wide range of exciting business areas. A very dynamic market environment with new challenges every day is the best school for employees to quickly develop personally and professionally. In addition, DO & CO encourages to take responsibility and to advance projects in areas of personal interest.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by Managers as deemed appropriate. Job descriptions are not intended as and do not create employment contracts.

In our increasingly competitive business environment, we understand that the performance and engagement of our employees is central to business success. We are committed to creating an environment in which each employee is able to fulfil their potential and maximise their contribution. Equality, Diversity, and Inclusion (ED&I) has the highest priority in DO & CO.