IT System Support Specialist

IT System Support Specialist

Ornua is a dairy co-operative which sells dairy products on behalf of its members, Ireland's dairy processors and, in turn, Irish dairy farmers. Founded in 1961, the Ornua Co-operative has become Ireland's largest exporter of Irish dairy products, exporting to 110 countries worldwide. Headquartered in Dublin, it has annualized sales of over $4.3 billion and a global team of 2,900 employees. Ornua operates from 10 global business units, including 13 production facilities located worldwide.

The Ornua family is structured across two divisions: Ornua Foods and Ornua Ingredients. Ornua Foods is responsible for the marketing and sales of Ornua's consumer brands including Kerrygold, Dubliner, Pilgrims Choice, Forto and BEO. Ornua Ingredients is responsible for the procurement of Irish and non-Irish dairy products and for the sale of ingredients to food manufacturing and foodservice customers around the world.

Ornua Ingredients North America is the largest of the four global Ornua Ingredients organizations worldwide, with USA-based processing and innovation that services customers across the western hemisphere.

At Ornua, our Values lie at the core of everything that we do and how we behave both individually and as a business. Our five values, and their underlying behaviors, encourage us to Seek and Embrace New Ideas, Make It Happen, Be Our True Selves, Show You Care and Achieve Great Things Together. At Ornua, our co-operative ethos lies at the heart of how we do business. We care passionately about driving sustainable, profitable growth, underpinned by our ambitious 'Path to Prosper' strategy. We have delivered significant growth in our core business, and we have ambitious plans for continued growth over the next five years.

Job Summary

The IT Technical Support Specialist operates in a business location providing first-line support (Level 1 and 2) to OINA. The individual will be responsible for producing System Documentation, both Technical and End-user.

Essential Duties And Responsibilities:

• Receives and routes all incidents or user requests (request for change; new project ideas; improvement suggestions) to appropriate IT resolver or owners and ensure that are responded to in a timely fashion.
• Manages the issue ticketing process from reception to ticket closure and track response resolution times
• Provides first level IT support to IT customers in a business environment.
• Performs initial level of incident identification and attempts resolution
• Assumes ownership for the coordination, investigation and documentation of customer issues.
• Proactively progresses issues on behalf of the customer
• Set up new-user accounts and profiles and dealing with password issues.
• Escalates customer complaints when appropriate
• Ensures that correct resolutions are found and involves appropriate resolver groups and vendors in resolving incidents when needed
• Develops and maintains product knowledge, business and professional skills by participating in on-the-job and other training courses
• Actively participates in Problem Management, by documenting common incidents and scripts for customer support
• Develops and maintains knowledge of Service Desk Software and of the Service Desk's procedures and business environment.
• Design, document and test specific solutions as required by the Business.

Required Skills And Abilities:

• Excellent customer service and interpersonal skills
• Ability and desire to build additional technical skills.
• Aptitude to manage many tasks simultaneously and under pressure.
• Accuracy and attention to detail are both essential.
• Training: ITIL, Microsoft 365
• Work as a member of a team
• Excellent people skills with ability to work with individuals from different disciplines
• Time management skills
• Uphold confidentiality of sensitive information

Education And Experience:

• Associate Degree in Computer Science or related field or equivalent work experience is required
• Experience in supporting automation and shop floor data capture systems.
• Minimum of 2 years' experience of working in an IT support / customer facing role.

Ornua Ingredients North America is an equal opportunity employer. All qualified applicants will be provided with equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or genetic information.