ICT Specialist

The Irca Group is an International Leader in high quality finished and semi-finished ingredients for the bakery, pastry, and ice cream markets. With a solid history of over 100 years in the industry, the Group has its headquarters in Italy (Gallarate) and a strong global footprint with 23 production sites and over 2000 employees in Europe, the United States and Vietnam.

Our core product categories include chocolate, compounds, chocolate decorations, sprinkles, creams, pastry mixes, gelato ingredients, nuts and candied fruit. The most recent acquisition of Kerry Sweet complements our existing categories with the addition of sweet particulates, chocolate confections, inclusions, variegates and frozen fruit purees.“Extraordinary made simple”

As ICT Specialist, you will be the first line of support for the organizations IT operations. You will provide on-site support for local plant users and remote support users operating in the Americas region and occasionally to users in our EMEA and APAC regions. You will be responsible for handling initial incident and service requests for the IT department, and escalating requests when needed. You will facilitate the handling of outsourced tickets with our IT partners. You will support the organization’s users by performing troubleshooting techniques; maintaining services, applications and computer systems; and by procuring, configuring, and maintaining hardware and software assets. You will maintain clear and organized documentation on IT processes and procedures, incident resolutions, and applications and services. You must be proficient, organized, and passionate about learning new technologies and services. You must be an excellent communicator and be able to handle stressful situations.

Responsibilities

• Provide first line of support to users via ticketing system, email, phone, Microsoft Teams and through other channels as necessary
• Provide on-site support to local plant users and remote support for other users
• Perform remote troubleshooting using best practices
• Troubleshoot, diagnose, and resolve technical hardware and software issues
• Provide quick resolution and excellent customer service
• Route requests and incidents to the next level of support as needed
• Follow-up with users to ensure issues are resolved
• Ensure security and privacy of networks and computer systems
• Maintain current and accurate inventory of all IT assets
• Ensure timely hardware delivery to all new hires
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting within our knowledgebase
• Suggest improvements on processes and procedures
• Additional responsibilities as assigned by management

Qualifications

• Associate Degree or higher
• Comptia A+, Network+, Security+ certified or equivalent certifications
• 2-4 years prior IT Help Desk experience or similar IT role
• Proficient with Windows 10/11 devices
• Proven hands on experience with diagnosing and resolving basic technical issues
• Excellent communication skills; English
• Excellent problem solving skills
• Outstanding organizational and time management skills
• Oustanding customer service skills
• Ability to travel

Preferred Skills

• Proficient with Windows Server
• Proficient with Mac OS, iOS, and Android devices
• Experience with Infor M3 and SAP ECC 6.0
• Experience with Microsoft 365, Entra, Intune, Azure, and Microsoft IIS
• Experience with HP Aruba network switches and wireless access points
• Experience with Service Desk Plus
• Additional IT certifications a plus
• Fluency in Spanish a plus