Dunbia Group
IT Technician
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IT Technician at Dunbia
Are you ready to join a pivotal team as an IT Technician at Dunbia, a leading red meat processor known for supplying top-quality beef and lamb to markets worldwide? We are seeking a dedicated individual to support our IT Team in managing IT operations at our Cross Hands site.
About the Role
The IT Technician is responsible for first and second-level support for all Dunbia Cross Hands standard IT software and hardware. This position provides effective diagnostic evaluation of end-user needs, responding to and resolving each issue or complaint to the end user’s satisfaction. Resolution includes but is not limited to the following:
- Identify, research, and resolve technical problems with a timely response to telephone calls, email, IT Service Desk, and face-to-face requests for technical support.
- Accurate documentation, tracking, and monitoring of the problem to ensure a timely resolution while ensuring business continuity.
Working Hours
- Sunday: 0700 - 1830
- Monday: 0700 - 1830
- Tuesday: 1530 - 2330
- Wednesday: 1530 - 2330
- Thursday: 1530 - 2330
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Responsibilities and Decision-Making Authority
- Involve other team members to establish best practices/decisions.
- Act independently when required.
- Maintain Dunbia IT values and policies.
- Provide quality service to Dunbia Cross Hands customers in all assigned tasks.
- Support all internal and external customers with product training, knowledge, and expertise.
- Provide solutions in a timely fashion for issues that may arise with all Dunbia Cross Hands systems.
- Log and track support calls raised on the IT Support Desk system, prioritizing and escalating jobs as required to ensure end user satisfaction.
- Identify trends in the support calls and develop documentation to address reoccurring problems and issues.
- Notify Team and Department Manager of increasing trends, unusual activity, or repeated activity.
- Recommend means for product or system improvements including procedural steps, increased training, and enhanced documentation.
- Access software updates, drivers, knowledge bases, and FAQ’s resources via intranet and Internet to assist with end users’ issues.
- Assist with the development and testing of newly designed products and systems for operational integrity and functionality.
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Knowledge, Skills, and Abilities
- Minimum of one year’s experience in a technical support environment.
- Diagnostic and analytical skills.
- Electro-mechanical knowledge would be beneficial.
- Strong computer literacy skills with an emphasis on software, hardware installation, Microsoft applications, VMware, Database applications, Networking, Web Applications, and internet protocols.
- Ability to multitask, a sense of urgency, and the ability to maintain a positive attitude.
- Excellent telephone presence with organized follow-up skills.
- Ability to be proactive and able to take direction and establish ownership of projects/tasks.
Education and Experience
- IT or engineering degree is beneficial but not essential.
- Prior Help Desk experience.
- Licensing/Certification – N/A, although would be beneficial.
Important Note
No company sponsorship is available to overseas applicants for this position.
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