IT Operations Analyst

RB Global Inc.; Netherlands; Remote; EUR 40,000 - 52,000; Full time

Job summary

The IT Support Center Analyst will be based in the European Head office in Breda, The Netherlands and will provide 1st and 2nd level end-user support by phone, email and in person, and will be responsible for onsite maintenance services, support during sales, day to day operational tasks and service delivery.

This role involves rotational shifts, occasional overtime, lifting and transporting of computer gear, and travel to auction sites as required; you will apply communication, analytical and

Qualifications

• 3–5 years IT Support/Operations experience.
• Windows and Mac computer support knowledge.
• ITIL certification or industry knowledge preferred.
• Excellent customer service and English communication skills.
• Ability to multi-task in a fast-paced environment.
• Willingness to rotate on-call shifts.

Responsibilities

• Respond to technical assistance requests in-person, via phone, and/or electronically and advise users on the appropriate action to be taken.
• Diligently log, track and monitor detailed information about all IT Operations interactions using our ITSM tool.
• Work with the 2nd and 3rd level IT staff to solve issues related to application systems, infrastructure and software products.
• Communicate effectively and professionally with all levels of the company and ensure expectations are managed.
• Prioritize work queues and monitor urgent incidents to ensure timely resolution.
• Diagnose and resolve technical hardware and software issues or redirect to appropriate resources.
• Document issue resolutions and contribute to knowledge articles.
• Proactively research questions using available information resources.
• Adhere to standard IT Operations procedures and incident management SOPs.
• Configure and test outgoing workstations and system configurations.
• Investigate and use a knowledgebase to find solutions.
• Perform regular preventative maintenance on site IT equipment.

Skills

IT support

Windows support

Mac support

Customer service

English communication

Teamwork

On-call rotations

Rotational on-call

Education

IT-related education or certification

ITIL certification

Tools

ITSM tool

Job description

Description

The Global IT Operations group work as a dynamic team in a fast-paced environment to provide essential support services for the Ritchie Bros. organization. The Global IT Operations group is responsible for ensuring work place productivity and enterprise collaboration for the company worldwide. Support is provided over the phone, through email, through our self-service portal or directly in person. IT Operations staff also travel to Ritchie Bros. sites around the world to provide regular preventative maintenance visits, IT support for new site builds or renovation activities involving IT infrastructure.

The IT Support Center Analyst will be based in the European Head office in Breda, The Netherlands and will provide 1st and 2nd level end-user support by phone, email and in person, and will be responsible for onsite maintenance services, support during sales, day to day operational tasks and service delivery. This individual will apply proven communication, analytical and problem-solving skills to help identify, communicate and resolve malfunctions and make the appropriate recommendations in order to ensure the effective and efficient running of IT systems at the auction sites.

Note: This role involves rotational shifts and occasional overtime work. Additionally, this role involves lifting and transporting of moderately heavy objects, such as computers and peripherals and sitting for extended periods of time. Travel to auction sites may be required.

Qualifications

• IT-related education or industry certification
• ITIL certification or industry knowledge preferred
• A minimum of three (5) years’ experience, preferably in a similar IT Support/Operations position
• Functional knowledge of Windows and Mac computer support
• A proven commitment to provide excellent customer service
• Excellent phone etiquette
• Strong problem-solving skills and the ability to think practically
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to effectively communicate IT-related issues to non-IT customers in English
• Excellent English writing, speaking, listening, and interpersonal communication skills
• A highly organized, detail-oriented and diligent individual who is able to multi-task effectively in a fast-paced environment
• Experience working effectively in a team-oriented, collaborative environment
• Highly self-motivated and self-directed individual
• Rotational on-call work.

Responsibilities

• Effectively respond to requests for technical assistance in-person, via phone, and/or electronically and advise users on the appropriate action to be taken
• Diligently log, track and monitor detailed information, about all IT Operations interactions and requests using our ITSM tool
• Work with the 2nd and 3rd level IT staff to solve issues related to Ritchie Bros. application systems, infrastructure and associated software products
• Communicate effectively and professionally with all levels of the company and ensure that their expectations have been managed
• Prioritize work queues and monitor urgent incidents to ensure timely resolution
• Diagnose and resolve technical hardware and software issues or redirectissues to appropriate resources if required
• Document issue resolutions
• Pro-activelyresearch questions using available information resources
• Advise users on appropriate actions to take
• Adhere to and follow standard IT Operations procedures
• Identify and escalation situations that require urgent attention according to the Operations standard operating procedures for incident management
• Configure and test outgoing workstations, new system configurations, applications, etc.
• Investigate and use a knowledgebase to find the correct solution
• Contribute to knowledge articles about the resolution of incidents
• Performs regular preventative maintenance on all site IT equipment

EEO Information

Ritchie Bros. is an equal opportunity employer and ensures nondiscrimination in all activities in accordance with all applicable laws. This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Candidate selection is made by Talent Acquisition. Only electronic applications can be accepted.