IT Service Delivery Specialist
Location: Westford, MA
Estimated Annual Salary Range: $70,000- $80,000
Peak Scientific
PEAK Scientific is a leading nitrogen generator manufacturer and global expert in high-performance nitrogen gas generator and hydrogen gas generator systems for LC-MS, GC, GC-MS and other applications used in laboratories around the world. Putting our customers first is at the heart of everything we do which is why we help lower operational costs, reduce environmental impact and remove the uncertainty and inconvenience of traditional recurring gas supply with an in-house gas generation solution from PEAK Scientific.
Job Overview
Reporting to the IT Infrastructure Manager, the primary focus of the role is on closing 1st and 2nd line IT service tickets from colleagues primarily in North and South America but will from other time zones as time and needs dictate.
This role is part of our company-wide IT team, so will contribute to supporting and delivering global IT initiatives and projects. Close collaboration with IT colleagues in UK and the NAMER regions will be essential. The role will work within the IT team to develop company-wide standards and processes that meet or exceed internal customer expectations. The role principally focuses on IT Infrastructure-related tickets but will be expected to action basic application issues.
Duties and Responsibilities
* Fulfilment of service requests and incidents in a timely manner, particularly those relating to the team based in USA and wider Americas regions
* Work closely with end-users, Business Analysts, and the wider Applications/Infrastructure teams to troubleshoot and resolve issues related to IT infrastructure
* Provide 1st and 2nd line infrastructure support for core services aligned to agreed service levels and working practices
* Managing the full lifecycle of user accounts, from creation to deactivation, including licensing assignments, group membership modifications, and access control, using Active Directory and Microsoft Entra ID
* Managing device deployment, security, and lifecycle using Microsoft Intune and Windows Autopilot, including zero-touch enrolment
* Adhering to pre-defined service management processes while addressing incidents
* Setup of laptops, mobile phones, printers and other devices for new starters and colleagues.
* Liaise with Infrastructure vendors and other IT personnel for problem resolution.
* Troubleshoot system issues providing resolution to business application issues providing updates as and when required.
* Work as part of the IT global operations team, taking open issues from the UK-based team at start of USA-working day, passing over issues to India at end local working day
* Be flexible to address other incidents and requests from the global IT queue
* Maintain company data standards and identify and implement procedures in areas where improvement in control is required.
* Recommend localized equipment and infrastructure changes or upgrades as required
* Potential for limited travel to other territories such as Mexico, Brazil and United Kingdom.
Essential Skills and Experience
* Experience with IP networking, managed switches, wireless access points, and firewall technologies would be highly advantageous for this position.
* Windows 10/11 configuration and support.
* A solid understanding of the Microsoft Suite, including Microsoft 365, covering essential applications like Outlook, Teams, Word, Excel, PowerPoint, OneDrive, and SharePoint
* Ability to resolve complex functional and configuration issues within SLAs.
* Ability to clearly communicate technical information to non-technical staff.
* Ability to collaborate well working with different teams to manage and resolve issues.
* Ability to create and maintain clear and accurate system records and documentation.
* ITSM/ITIL Service desk experience
Desirable Skills and Experience
* Zendesk
* Some exposure to basic activities on SAP ERP and/or CRM systems
* Vendor management, asset control, inventory tracking and lifecycle management of IT assets
* Experience working in a matrixed organization/environment
* Excellent organizational skills, including the ability to manage multiple workstreams and initiatives
Benefits
* Competitive Compensation
* 20 days of PTO
* Medical, dental, and vision insurance
* 401(k) with an employer match
* Short-term disability insurance, basic life insurance
* A focus on growth and development opportunities
* Employee Assistance Program
Living by the Peak Values
Put Customer First, keep customer needs at the heart of every decision and action.
Be Innovative, always curious and open to new ideas and better ways of doing things
Stay Agile, be responsive and make timely, considered and well-informed decisions taking accountability for the outcomes
Always Respectful, kind and supportive, always look for the best in each other and strive to help one another do a better job
Show Pride & Passion, be proud about what we do and enjoy our work
Peak Scientific is an equal opportunity employer and does not discriminate on the basis of race, color, religion or creed, national or ethnic origin, gender, sexual orientation, genetic background, age, disability, military service, or any category protected under applicable law in its hiring, employment or other programs and activities.
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