Refresco
Description
Make a Difference in YOUR Career!
Our vision is both simple and ambitious: to put our drinks on every table.
We are the world’s largest bottler for retailers and A-brands. Our products are distributed worldwide from our production sites in Europe and North America. Although our own branding may not appear on the labels of the beverages we produce, there is a good chance you are reading this while sipping one of our drinks.
Our ambition is to continually improve and it’s what keeps us at the top of our game. We are solutions-based. We are innovative. We seek out new challenges and conquer them. This is our company ethos, but it’s our people’s too: Refresco is at the cutting edge of a fast-moving industry because we have passionate people pushing the boundaries of what’s best.
Stop and think: how would YOU put our drinks on every table?
Summary Description:
The Senior IT Service Desk Specialist is a key player in the IT support team, responsible for providing advanced technical assistance and mentoring junior members of the service desk. This role involves handling complex technical issues, managing escalations, and ensuring the highest level of customer service is delivered to end-users. The Senior IT Service Desk Specialist will also take part in process improvements, ticket prioritization, and contribute to projects aimed at optimizing IT service delivery. The ideal candidate has extensive experience in troubleshooting hardware, software, and network issues, along with strong leadership and communication skills.
Essential Job Functions:
Advanced Technical Support:
Serve as the primary point of contact for escalated technical issues from the IT service desk team, ensuring timely and effective resolution.
Troubleshoot and resolve complex hardware, software, network, and connectivity issues, including Windows, macOS, Microsoft 365, printers, and mobile devices.
Handle advanced network troubleshooting, including VPN, DNS, DHCP, TCP/IP, and firewall configurations.
Provide remote and on-site support for users, including after-hours support when necessary for critical incidents.
Ticket Management and Escalation:
Oversee the service desk’s ticket queue, ensuring that tickets are appropriately categorized, prioritized, and assigned to the correct support personnel.
Work closely with Tier 2 and Tier 3 teams to escalate and resolve highly complex issues.
Track and report on key performance metrics, including response and resolution times, to ensure service level agreements (SLAs) are met.
Ensure thorough documentation of all incidents, solutions, and actions taken within the ticketing system (e.g., ServiceNow, Jira, EasyVista).
Mentorship and Training:
Provide coaching, training, and mentoring to junior IT service desk team members, helping them improve their technical skills and customer service.
Serve as a technical resource for the team, answering questions and guiding the team through challenging situations.
Assist in onboarding new IT service desk staff, ensuring they are well-versed in troubleshooting procedures and organizational processes.
Process Improvement and Documentation:
Proactively identify areas of improvement within the service desk, including procedures, workflows, and tools, to increase efficiency and service quality.
Create and maintain knowledge base articles, user guides, and troubleshooting documentation for both end-users and IT staff.
Collaborate with the IT management team to suggest enhancements to systems, tools, and processes to improve overall IT service delivery.
Project Involvement:
Participate in IT projects, such as system upgrades, deployments, and migrations, providing technical support and insights.
Act as a key contributor to IT initiatives aimed at enhancing infrastructure, security, or end-user technology.
Assist in the testing and implementation of new software, hardware, or services introduced to the organization.
User Account and Access Management:
Manage and troubleshoot user accounts in Active Directory, Office 365, and other cloud-based systems, including user provisioning, deactivation, and role changes.
Support password resets, multi-factor authentication (MFA), and troubleshoot user access issues for both local and remote employees.
Incident and Problem Management:
Take a leadership role in managing major incidents, coordinating across different teams to resolve critical issues that impact business operations.
Conduct root cause analysis of recurring problems and collaborate with cross-functional IT teams to implement long-term solutions.
Assist with identifying trends in incidents and service requests, making recommendations for preventive measures or permanent fixes.
Required Skills:
Familiarity with enterprise environments and the ability to support a wide range of IT systems (Active Directory, Microsoft 365, Windows, macOS).
Advanced technical troubleshooting skills across multiple platforms and systems.
Strong understanding of ITIL processes, including incident, problem, and change management.
Exceptional verbal and written communication skills, with the ability to explain technical issues to non-technical users.
Strong organizational skills with the ability to manage multiple priorities and tasks simultaneously.
Leadership qualities with the ability to mentor and guide junior team members.
Competencies:
Technical Expertise: Advanced knowledge of IT infrastructure, including hardware, software, networking, and security systems.
Problem-Solving: Demonstrated ability to handle complex technical issues efficiently and effectively under pressure.
Customer Focus: Commitment to delivering a high level of customer service, ensuring users are kept informed and supported throughout the resolution process.
Leadership: Capable of mentoring and leading junior staff, fostering a collaborative and learning-focused environment.
Continuous Improvement: A proactive approach to identifying opportunities for process improvement and efficiency.
Education and Experience:
Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
CompTIA A+, Network+, Security+
Microsoft Certified: Fundamentals (MS-900, AZ-900) or Microsoft Certified: Associate (e.g., Modern Desktop Administrator)
ITIL Foundation Certification
Cisco Certified Network Associate (CCNA) or similar networking certifications
5+ years of experience in IT service desk or technical support roles, with a proven track record of resolving complex issues.
Extensive experience with ticketing systems (ServiceNow, Jira, EasyVista) and remote support tools (TeamViewer, AnyDesk, Remote Control, etc.).
Experience with network troubleshooting and configurations, including VPN, DNS, DHCP, and TCP/IP.
A Career with Refresco
Refresco offers a competitive salary and comprehensive benefits, which include:
Medical/dental/vision insurance
Life insurance
401(k) savings plan with company match
Paid holidays and vacation
Well-being benefits
Discount programs
Join Refresco TODAY and enjoy a rewarding CAREER!
Any employment agency, person, or entity that submits a résumé to this career site or a hiring manager does so with the understanding that the applicant's résumé will become the property of Refresco Beverages, Inc. Refresco Beverages, Inc. will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person, or entity.
Employment agencies that have agreements with Refresco Beverages, Inc., and have been engaged in a search shall submit résumé to the designated Refresco recruiter or, upon authorization, submit résumé to this career site to be eligible for placement fees.
Make a Difference in YOUR Career!
Our vision is both simple and ambitious: to put our drinks on every table.
We are the world’s largest bottler for retailers and A-brands. Our products are distributed worldwide from our production sites in Europe and North America. Although our own branding may not appear on the labels of the beverages we produce, there is a good chance you are reading this while sipping one of our drinks.
Our ambition is to continually improve and it’s what keeps us at the top of our game. We are solutions-based. We are innovative. We seek out new challenges and conquer them. This is our company ethos, but it’s our people’s too: Refresco is at the cutting edge of a fast-moving industry because we have passionate people pushing the boundaries of what’s best.
Stop and think: how would YOU put our drinks on every table?
Summary Description:
The Senior IT Service Desk Specialist is a key player in the IT support team, responsible for providing advanced technical assistance and mentoring junior members of the service desk. This role involves handling complex technical issues, managing escalations, and ensuring the highest level of customer service is delivered to end-users. The Senior IT Service Desk Specialist will also take part in process improvements, ticket prioritization, and contribute to projects aimed at optimizing IT service delivery. The ideal candidate has extensive experience in troubleshooting hardware, software, and network issues, along with strong leadership and communication skills.
Essential Job Functions:
Advanced Technical Support:
Serve as the primary point of contact for escalated technical issues from the IT service desk team, ensuring timely and effective resolution.
Troubleshoot and resolve complex hardware, software, network, and connectivity issues, including Windows, macOS, Microsoft 365, printers, and mobile devices.
Handle advanced network troubleshooting, including VPN, DNS, DHCP, TCP/IP, and firewall configurations.
Provide remote and on-site support for users, including after-hours support when necessary for critical incidents.
Ticket Management and Escalation:
Oversee the service desk’s ticket queue, ensuring that tickets are appropriately categorized, prioritized, and assigned to the correct support personnel.
Work closely with Tier 2 and Tier 3 teams to escalate and resolve highly complex issues.
Track and report on key performance metrics, including response and resolution times, to ensure service level agreements (SLAs) are met.
Ensure thorough documentation of all incidents, solutions, and actions taken within the ticketing system (e.g., ServiceNow, Jira, EasyVista).
Mentorship and Training:
Provide coaching, training, and mentoring to junior IT service desk team members, helping them improve their technical skills and customer service.
Serve as a technical resource for the team, answering questions and guiding the team through challenging situations.
Assist in onboarding new IT service desk staff, ensuring they are well-versed in troubleshooting procedures and organizational processes.
Process Improvement and Documentation:
Proactively identify areas of improvement within the service desk, including procedures, workflows, and tools, to increase efficiency and service quality.
Create and maintain knowledge base articles, user guides, and troubleshooting documentation for both end-users and IT staff.
Collaborate with the IT management team to suggest enhancements to systems, tools, and processes to improve overall IT service delivery.
Project Involvement:
Participate in IT projects, such as system upgrades, deployments, and migrations, providing technical support and insights.
Act as a key contributor to IT initiatives aimed at enhancing infrastructure, security, or end-user technology.
Assist in the testing and implementation of new software, hardware, or services introduced to the organization.
User Account and Access Management:
Manage and troubleshoot user accounts in Active Directory, Office 365, and other cloud-based systems, including user provisioning, deactivation, and role changes.
Support password resets, multi-factor authentication (MFA), and troubleshoot user access issues for both local and remote employees.
Incident and Problem Management:
Take a leadership role in managing major incidents, coordinating across different teams to resolve critical issues that impact business operations.
Conduct root cause analysis of recurring problems and collaborate with cross-functional IT teams to implement long-term solutions.
Assist with identifying trends in incidents and service requests, making recommendations for preventive measures or permanent fixes.
Required Skills:
Familiarity with enterprise environments and the ability to support a wide range of IT systems (Active Directory, Microsoft 365, Windows, macOS).
Advanced technical troubleshooting skills across multiple platforms and systems.
Strong understanding of ITIL processes, including incident, problem, and change management.
Exceptional verbal and written communication skills, with the ability to explain technical issues to non-technical users.
Strong organizational skills with the ability to manage multiple priorities and tasks simultaneously.
Leadership qualities with the ability to mentor and guide junior team members.
Competencies:
Technical Expertise: Advanced knowledge of IT infrastructure, including hardware, software, networking, and security systems.
Problem-Solving: Demonstrated ability to handle complex technical issues efficiently and effectively under pressure.
Customer Focus: Commitment to delivering a high level of customer service, ensuring users are kept informed and supported throughout the resolution process.
Leadership: Capable of mentoring and leading junior staff, fostering a collaborative and learning-focused environment.
Continuous Improvement: A proactive approach to identifying opportunities for process improvement and efficiency.
Education and Experience:
Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
CompTIA A+, Network+, Security+
Microsoft Certified: Fundamentals (MS-900, AZ-900) or Microsoft Certified: Associate (e.g., Modern Desktop Administrator)
ITIL Foundation Certification
Cisco Certified Network Associate (CCNA) or similar networking certifications
5+ years of experience in IT service desk or technical support roles, with a proven track record of resolving complex issues.
Extensive experience with ticketing systems (ServiceNow, Jira, EasyVista) and remote support tools (TeamViewer, AnyDesk, Remote Control, etc.).
Experience with network troubleshooting and configurations, including VPN, DNS, DHCP, and TCP/IP.
A Career with Refresco
Refresco offers a competitive salary and comprehensive benefits, which include:
Medical/dental/vision insurance
Life insurance
401(k) savings plan with company match
Paid holidays and vacation
Well-being benefits
Discount programs
Join Refresco TODAY and enjoy a rewarding CAREER!
Any employment agency, person, or entity that submits a résumé to this career site or a hiring manager does so with the understanding that the applicant's résumé will become the property of Refresco Beverages, Inc. Refresco Beverages, Inc. will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person, or entity.
Employment agencies that have agreements with Refresco Beverages, Inc., and have been engaged in a search shall submit résumé to the designated Refresco recruiter or, upon authorization, submit résumé to this career site to be eligible for placement fees.