IT Support Analyst

AESSEAL Inc.; Rockford (TN); On-site; USD 60,000 - 85,000; Full time

Job summary

AESSEAL Inc. is seeking an IT Support Analyst to provide 1st/2nd line support for North American users from our Rockford, Tennessee facility. You will troubleshoot hardware, software, and network issues, log incidents, and ensure timely resolutions while collaborating with cross-functional teams.

The role requires installing updates, maintaining systems, and documenting incidents for future reference. Strong communication and a customer-focused mindset are essential for success in this position.

Qualifications

• Educational background in IT or related field preferred.
• Experience installing and configuring hardware and software.
• Familiarity with ITIL/ISO processes is a plus.

Responsibilities

• Provide 1st/2nd line IT support to North American users.
• Log incidents promptly and accurately in the helpdesk system.
• Back up daily operations and monitor network health.
• Install updates and new hardware/software.
• Document tickets and resolutions for knowledge base.
• Escalate complex issues to senior IT teams as needed.
• Train users on new software or hardware.

Skills

Communication

Collaboration

Innovation

Problem-Solving

Adaptability

Data Literacy

Technology Knowledge

Internet Knowledge

Mobile/Smartphone Technologies

Antivirus/Backup Software

Network Fundamentals

Cybersecurity Awareness

Technical Analysis

Education

Relevant IT qualification/certification

Tools

Active Directory

Microsoft 365

Helpdesk Software

Windows OS

Adobe Suite

MDM software

Job description

Why AESSEAL?

AESSEAL is a specialist in the design and manufacture of mechanical seals and support systems. Our Mechanical Seals are used in a wide range of pumps and rotating equipment worldwide to prevent liquids and gases escaping into the environment. We manufacture mechanical seal types to suit all industries and our investment in modular design means that we provide the best on-time delivery performance in the industry.

Job Description

AESSEAL is a specialist in the design and manufacture of mechanical seals and support systems. Our Mechanical Seals are used in a wide range of pumps and rotating equipment worldwide to prevent liquids and gases escaping into the environment. We manufacture mechanical seal types to suit all industries and our investment in modular design means that we provide the best on-time delivery performance in the industry.

The AESSEAL® range of seals, seal support systems and bearing protectors are all designed to improve pump reliability and reduce maintenance costs. Our business is built around giving our customers such exceptional service that they need never consider alternative sources of supply.

AESSEAL® holds the world's most comprehensive standard inventory portfolio of mechanical seals, bearing protectors, seal support systems and packing.

AESSEAL® operates from 235 locations in 104 countries, including 9 manufacturing and 44 repair locations, and has more than 300 customer service representatives who visit industrial plants every day. Our sealing solutions are proven to reduce energy and water consumption, reducing industrial CO2 emissions and helping to protect the environment. These solutions are designed to improve pump reliability and reduce maintenance costs, ensuring the investment is quickly recovered. We pride ourselves on our high ethical standards and our commitment to being a good corporate citizen.

AESSEAL® has been awarded with many internationally recognised awards including Investors in People, 14 Queen’s awards as well as the Business of Trust award. AESSEAL® has also been awarded with a wide range internationally recognised standards including ISO9001, ISO20000 and ISO27001.

In addition to its excellent business reputation, AESSEAL® also prides itself on exceeding its social responsibilities. It has a track record of developing apprentices giving them the opportunity to grow and move onto management / director level responsibility within the company. In 2019, over 40 apprentices were taken on with the majority still working at AESSEAL and some of whom are working in Team Leader / Management positions.

With year-on-year sales and profit growth and multi-million-pound investments in facilities and machinery AESSEAL® is a unique and sustainable place to work.

Benefits

• Based in the North American Headquarters, located in Rockford, Tennessee. This 50,000 square foot facility is set on 12 acres in the Stock Creek Development Center, just south of Knoxville.
• Job security for individuals who embrace the AESSEAL® culture and values.
• On site secure parking and bike storage facilities
• Exposure to high level management and business directors.
• Opportunity to travel throughout the AES Engineering Group
• Work in a dynamic, clean, and friendly work environment with onsite state-of-the-art machinery and test facilities
• Be part of a team who revel in challenging the way we operate as a business.

What will the roles entail?

• Technical Support & Troubleshooting:
• Diagnose and resolve hardware, software, and network issues for end-users, providing step-by-step guidance and technical assistance.
• User Assistance:
• Respond to technical inquiries via phone, email, and in-person, ensuring user satisfaction and providing clear, concise communication of solutions.
• System Maintenance:
• Install updates, patches, and new hardware/software, and perform regular system checks to ensure optimal functionality and security.
• Problem Documentation:
• Document all support tickets, user interactions, and resolutions for future reference and to identify trends.
• Escalation:
• Identify and elevate complex technical issues to specialized IT teams or higher-level support agents when necessary.
• Collaboration:
• Work with other IT departments to resolve issues and to ensure effective solutions are implemented.
• User Training:
• Provide training to users on new software or hardware to enhance their skills and improve overall IT literacy.

It’s important to note that these are general non exhaustive list of responsibilities and may vary depending on the project scope.

Principal Accountabilities

• Provide 1st/2nd Line IT Support and replenishment of relevant hardware to our North American customer base.
• Ensure all incidents are logged in our Helpdesk Software promptly and accurately.
• Provide cover for the daily backup & network checks to enable the department to keep standards and customer service consistent throughout annual leave or sickness.
• Configuration & installation of hardware & software.
• Participate in project work when required, communicating technical details between colleagues and users.
• Incident, Change and Release Management – as per ISO 20000 process and procedures, and application specific processes.

These principal accountabilities reflect the customer focused nature of the IT Support Analyst role. N.B this list is not exhaustive, the job holder is required to carry out reasonable tasks within his/her level of skill and ability.

This role is likely to be based at AESSEAL Inc in Rockford but has a Global remit regarding implementation of Best Practice and Procedures within the AES Group.

Skills, Knowledge, Experience And Qualifications

Skills & Knowledge

• Communication - Excellent communication skills both written and oral.
• Collaboration - Ability to foster collaboration and work effectively with cross-functional teams.
• Innovation - A mindset for innovation and an ability to explore and experiment with emerging technologies.
• Problem-Solving - Strong problem-solving skills to address challenges and roadblocks in the use and development of IT systems.
• Adaptability - Flexibility and adaptability to navigate a rapidly changing business and technology landscape.
• Data Literacy - Understanding of data analytics and the ability to leverage data for decision-making.
• Technology Knowledge - Knowledge of relevant technologies and trends, including cloud computing, AI, IoT, etc. and how they may benefit the business.
• Knowledge of Internet, Intranet, Wi‑Fi access, E‑mail
• Knowledge of various, mobile and Smartphone technologies
• Knowledge of Antivirus/Backup Software
• A basic understanding of network technologies and associated hardware and software.
• Cybersecurity Awareness - Understanding of cybersecurity principles and the ability to manage associated risks.
• Ability to conduct technological analyses and research to all the business to be perform and return exceptional customer service.

Experience

• Experience of installing and configuring hardware and software.
• Hardware - Ability to diagnose/troubleshoot hardware faults including but not limited to:
• Desktops
• Laptops
• Printers/Scanners
• Telephone
• Software - Ability to diagnose/troubleshoot software faults including but not limited to:
• Windows based operating systems
• Microsoft Office
• Microsoft 365
• Helpdesk Software
• Experience in using:
• Active Directory
• Microsoft (desktop and server) OS
• Adobe Suite
• Antivirus
• MDM software

Qualifications

• Educational Background/Certifications
• A relevant IT Qualification/Certification or a minimum three (3) years of related work experience.
• Relevant certifications in change management, ISO 20000 and VoIP telephony systems are preferrable but not required.

AESSEAL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.