Site Support Technician

Job Description

Job Description

Position Overview

The Site Support Technician will be responsible for initial customer interaction related to troubleshooting issues, responding to IT requests and managing tickets related to the Wanzl IT computer systems.

Company and Opportunity Overview

WNA’s vision is to be a leading entrepreneurial player in terms of market share, agility, and game-changing solutions. WNA is a solution provider, creating value along the supply chain of our customers, from the online purchase to the delivery to their customers. In addition to being the largest manufacturer of shopping carts in North America, WNA has solutions for asset protection, point-of-sale and materials handling. WNA focuses on the retail, distribution, healthcare and airport market segments.

Duties and Responsibilities:

The Site Support Technician troubleshoots technical issues, provides timely customer feedback and supports the roll-out of new applications. Additionally, he/she will manage, maintain, and repair IT systems. Additional responsibilities include diagnosing and repairing faults, resolving network issues, as well as installing and configuring hardware and software.

Over all duties include:

• Identifying hardware and software solutions.
• Troubleshooting technical issues.
• Diagnosing and repairing faults.
• Resolving network issues.
• Installing and configuring hardware and software.
• Perform root analysis of user issues.
• Providing timely and accurate customer feedback.
• Talking users through a series of actions to resolve a problem.
• Following up with clients to ensure the problem is resolved.
• Replacing or repairing necessary components.
• Supporting the roll-out of new applications.
• Providing support in the form of procedural documentation.
• Managing multiple cases at one time.
• Testing and evaluating new technologies.
• Conducting electrical safety checks on equipment as needed.
• Exposure to and basic understanding of Active Directory (user account management, group policies, and basic administration)

Skills and Experience:

• Minimum 2-year Associates Degree, Bachelor’s Degree preferred, Computer Information Technology, Information Systems or related course of study
• 2-5 years of IT/systems support experience in manufacturing/business environment preferred
• Experience with local and wide area networks (LAN/WAN), Internet, E-Mail system, data communications, troubleshooting, implementation, user support
• Experience installing and supporting Microsoft server technologies for stand-alone hardware and virtual machines using VMWare
• Ability to learn, perform and manage routine tasks, with problem solving and ability to make recommendations
• Proficiency in Microsoft Office products required, including MS Access, MS Excel, Crystal Reports
• Ability to self-manage in a fast-paced environment with changing priorities, with a strong attention to details
• Effective problem solving, interpersonal and communication skills
• Flexible and proactive with ability to handle changing priorities in pressure situations.
• Effective planning/organizational skills with ability to multi-task and set priorities.
• Ability to lift 30 lbs.; comfortable with hardware installation in office/manufacturing environment
• Minimal travel