Principal Enterprise Site Support Analyst (ESS IT)
Matson Navigation Inc.
Job Description
Overview:
The role is a member of the Enterprise Site Support (ESS) team within IT Operations. The incumbent will interact with all levels of users in the company, including senior executives. They are a Subject Matter Expert (SME), provides guidance, performs troubleshooting duties on hardware, software, and data network problems for individual users; installs, repairs, and provides preventive maintenance of personal computer and related systems; completes required logs and reports of maintenance activities; provides training and technical assistance to users on hardware and software applications; performs hardware and software moves, adds, and changes; learns LAN design and configuration concepts and participates in the analysis and resolution of network problems and malfunctions; participates in the design, testing, implementation, and maintenance of PC/LAN systems. They must have the ability to work well under pressure in a rapidly changing environment with some supervision and guidance from the supervisor. They are responsible for adhering to Matson’s IT site standards and would participate in incorporating industry best practices into site support operations.
Primary Duties and Responsibilities:
• Support site equipment such as, but not limited to, Local Area Networks, voice and data communications, site hardware and software and site infrastructure.
• Maintain high levels of internal customer satisfaction with utmost respect and dedication.
• Meet or exceed mutually established key objectives.
• Maintain high level of standards in interpersonal skills such as verbal and written communications.
• Maintain high level of technical skills and strive to expand on technical knowledge through self- education or company provided education.
• Follows and enforces IT corporate standards and policies.
• Experience in setup, configuration, troubleshooting of desktop H/W and S/W (Windows required).
• Experience with Windows desktops and laptops in a networked environment.
• Experience with iOS devices in a networked environment is a plus.
• Knowledge of Microsoft Office 365, cloud-based applications; ex., OneDrive, SharePoint, etc.
• Knowledge of TCP/IP networking, and related network services (i.e., DNS, SMTP, DHCP, etc.).
• Knowledge of Active Directory concepts and support.
• Experience working in a structured, process-driven environment.
• Experience supporting a variety of Wi-Fi-enabled devices.
• Experience supporting remote users, work effectively in a high-stress, fast-paced environment.
• Excellent problem solving and communications skills, especially over the telephone.
• Good interpersonal skills, highly energetic and attention to customer service.
Technical Requirements/Competencies:
• Must have at least five years of experience support local area networks, preferably Windows OS and high-performance servers.
• Must have at least five years of experience with various desktop operating systems, Microsoft Office 365 under Windows 10 & W11 O/S is required.
• Must have at least five years of experience supporting mobile devices in a global environment with the operating environments iOS
• Strong understanding and experience of mobility software applications and support of those applications: AirWatch is a plus.
• Experience must include network support and backup/recovery disciplines.
• Previous experience supporting and maintaining data communications equipment in the following environments LANs/WANs/Wireless, network switches and mobility products such as VNC, & VPN.
• Understanding of wireless technologies.
• Five or more years of technologies experience, messaging and hosted value-added services for, web and/or cloud services including exposure to Exchange, SharePoint, OneDrive, and Office365.
• Previous experience working in a technical support role especially with heavy user interaction.
• Previous experience with Avaya Systems is preferred, or any other telephony equipment is a plus.
• Experience of Audio/Video conferencing tool support with Microsoft Teams is required
QUALIFICATIONS, education AND experience
• Bachelor’s degree (B.A. or B.S) from four-year College or university or equivalent experience is desirable.
• As needed, must be able to work flexible hours when required to accomplish tasks during non-business hours to reduce impact to the 24/7 terminal operations.
• On notice, be able to travel to other Matson locations providing IT related services and support as requested by management.
• Experience supporting IT hardware and software,
• Experience supporting a campus environment with geographically dispersed locations is a plus.
• Possess a driver’s license.
• Acquire and maintain TWIC card.