IT Services Support

**O**verview**
Tricon Energy is a rapidly growing commodity trading and distribution firm with over 20 offices internationally and is active in over 100 countries. We add value through our unique advantages in financing, logistics, market intelligence, and risk management for petrochemical, polymer, raw material, and liquid fuel producers and consumers. Annually, Tricon handles over 10 million metric tons of products with cumulative revenues of nearly 10 billion dollars.
**Responsibilities**
- Strategy & Planning_
- Assist in developing long-term strategies and capacity planning for meeting future hardware and infrastructure needs.
- Acquisition & Deployment_
- Conduct research on PC products in support of procurement and development efforts. Evaluate and recommend products for purchase.
- Write technical specifications for purchase of PCs, desktop/laptop hardware and related products.
- Communicate and document proposed infrastructure changes in advance of any implementation based on needs of the business in collaboration with the Corporate Office review directly involving the Tricon IT Director.
- Operational Management_
- Perform onsite/remote analysis, diagnosis, and resolution of complex PC/Application problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
- Document, track and monitor problems to ensure timely resolution thru Service Desk system (Autotask and IT Glue)
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required service levels.
- Assess the need for and implement performance upgrades to user hardware, including the installation of software and evaluation of hardware performance, age and reliability for business production and travel requirements.
- Consistently demonstrate ability to manage time, ticket management, workload, priority and assignments to ensure a timely resolution for Customer issues. (Incident/Event/Problem Management*)
- Collaborate with Corporate IT Services Team and Partner/Vendors to ensure efficient operation of the company's local and remote computing environments.
- Where required, administer and resolve issues with associated end-user workstation networking software products.
- Answer to and perform moves, additions, and change requests as they are submitted by line managers.
- Ensure that physical and logical health of hardware/software are in proper working order by auditing software installation/patching, anti-virus/malware reporting, asset management reports, incident/ticket volume and assignment.
- Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring hardware/software operations using available ticketing system and reporting software associated with various products.
- Develop and maintain an inventory of all monitors, keyboards, laptops, desktops, printers, switches, firewalls and other components and network equipment in asset management systems.
- Accurately document instances of end-user equipment or component failure, repair, installation, removal and warranty replacement.
- When necessary, liaise with third-party support and vendors.
**Position Requirements**
- Knowledge & Experience_
- College diploma or university degree in the field of computer science and/or (5) years equivalent work experience
- Progress or Certifications in CompTia Network +, ITIL Foundations Certification
- Excellent communication, documentation, and customer service skills
- English intermediate / advanced is **required**:
- Spanish intermediate is preferred
- Excellent technical knowledge of PC support including remote support and troubleshooting
- SAP Tier 1 Support
- SQL Reporting
- SAP B1 Preferred
- Hands-on and remote troubleshooting experience using the OSI model for logical variable elimination and basic familiarity with ITIL Problem Management
- Extensive troubleshooting support experience with local and remote network LAN/WLAN connectivity
- Working technical knowledge of current protocols, operating systems, and standards, including TCP/IP, ICMP, System Restore, Imaging, Virus/Malware Remediation, Basic Firewall and Switch Management
- Ability to operate tools, components, and peripheral accessories
- Dedicated interest in goal-oriented career path and certification
- Personal Attributes_
- Ability to conduct research into PC issues and products as required
- Effective interpersonal skills and team-oriented relationship-building skills working with remote members not centrally located
- Strong written and oral communication skills
- Ability to present ideas in user-friendly language
- Understanding of the organization's goals and objectives
- Analytical and problem-solving abilities, with keen attention to detail and professional time management abilities
- Self-motivated and directed, with the ability to effectively prioritize and execute tas

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