IT Support Engineer

Company Description

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry’s most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact.

Job Description

Position Summary

Provides support and works across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems, and requests related to our endpoint fleet of equipment.  Communicates effectively about a broad range of technologies and explains solutions in technical and nontechnical terms.   We expect first class customer service ensuring that all customers are treated efficiently and in an appropriate manner.  

Responsibilities

• Handles routine problems without assistance.
• Provides remote support to other facilities across Management Territory as part of their daily role definition.
• Act as mentor to peers through the sharing of knowledge and guidance with assignments.
• Build, install and maintain endpoints (PCs & MAC) in accordance with IT standards.
• Maintain and problem-solve issues related to installed endpoints Windows & MAC, with routine maintenance as assigned.
• Prioritizes problems based on severity, urgency and impact to the business; tracks all outstanding incidents until successful resolution.  May hand off extremely complex technical problems to higher-level support or other enterprise support teams if required.
• Partners and collaborates with enterprise support teams and outside vendors to resolve problems or issues.
• Ability to work with Microsoft Active Directory. SCCM a plus.
• Manages local LAN architecture and components in compliance with enterprise standards.
• Coordinates through change management process to move, install, upgrade, remove and configure site IT assets and supporting infrastructure.
• Assists with support of wireless networks, servers, network and peripheral devices related to desktop infrastructure, in accordance with department standards.
• Maintains a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Takes ownership of issues by carrying out problem analysis to implement appropriate solution, with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• Identify potential changes and system improvements to present to management consideration and implementation.
• Ensure that work is carried out within agreed service levels and in accordance with department guidelines and corporate policies.
• Ensue all interactions (incidents, change tickets, etc) are logged/maintained within RRD ITSM toolset.
• Maintains and takes ownership of asset record inventory throughout the life-cycle of end-points.
• Supports and conducts routine audits of site IT assets and processes to ensure compliance with established company policies and procedures, as well as compliance with Governmental regulations and policies.
• Performs other related duties and participates in special projects as assigned.

Qualifications

• Bachelor degree in discipline related to functional work or role with 3-5 years of relevant work experience OR demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience.
• Demonstrates ability to solve somewhat more complex problems by analyzing variables and applying appropriate solutions learned through experience and proficiency in understanding the job
• Following facilities EHS (Environmental Health & Safety procedures) PPE (Personal Protective Equipment) and procedures a must.
• Lifting - Potential lifting up to 25 pounds occasionally to move objects.  
• Knowledge of endpoint software OS such as MS Windows current and recent versions, MAC, Microsoft Office, Google suite & Google Drive a plus.
• Must be able to recognize anomalies and critical situations and respond appropriately.
• Maintains excellent communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization internally & externally..  
• May require knowledge of or ability to quickly learn specialized software to complete work assignments.  Able to demonstrate continued expertise in the primary tools or applications used in completing daily work assignments.
• Maintains a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Able to write with the clarity and precision necessary for the work being performed.

Additional Information

RRD's current salary range for this role is $55,700 to $83,600 / year. The salary range may be adjusted based on the applicable geographic location of the hired employee, and the range may change in the future. At RRD, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift and location. Depending on the role, in addition to base salary, the total compensation package may also include participation in a bonus, commission or incentive program. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer, including disability/veterans