Job ID: 506048

Exempt

Oldcastle Infrastructure™ , a CRH company, is the leading provider of utility infrastructure solutions for the water, energy, and communications markets throughout North America. We're more than just a manufacturer of precast concrete, polymer concrete, or plastic products. We're a trusted and strategic partner to engineers, contractors, distributors, specifiers, and more. With our network of more than 80 manufacturing facilities and more than 4,000 employees, we're leading the industry with innovation and a safety-first mindset.

Oldcastle Infrastructure - Built For Life from Oldcastle Infrastructure on Vimeo .

Job Summary

As the IT Executive Support Technician, you will be the first line of contact with our C-Level suite and responsible for all aspects of IT and A/V support at the Oldcastle Atlanta HQ. We need an individual who is passionate about assisting our employees and driven to resolve issues. Someone who understands the work styles of C-Level Executives and can apply the same care and urgency we use in making our products toward helping people get the most from them.

• Effectively handles individual problems and service requests from call-in through resolution, practicing total contact ownership.
• Identifies problems, troubleshoot, and provides 1st and 2nd level technical support for customers at the HQ focusing on C-Level Executives for the following: Windows 10 and 11, Office 2016-2019, Office 365, IE9 and above, Edge, Chrome, Hardware/Software conflicts, remote support via remote control tools, VPN connectivity and/or administration, Network connectivity.
• Troubleshooting mobile devices such as iPhone, iPad, and Android Handheld connectivity and synchronization
• Handles advanced software support for applications assigned, such as OKTA, Aptaxa (AX), Netsuite, Box, SharePoint, Microsoft Intune, and others as trained and assigned
• Act as the service desk subject matter expert for all things A/V, including meeting room technology, projectors, TVs, cameras, speakers, and microphones.
• Provide coaching and mentoring to peers, assisting with troubleshooting, processes, and procedures.
• Maintains ServiceNow queues by actively communicating with customers and peers. Comfortable creating and editing knowledge articles.
• Responsible for meeting Service Desk Service Level Agreement and metrics.
• Other duties as assigned.

• B.A/B.Sc in Information Technology or related field, and 2-3 years of experience working in a similar IT support role
• Bachelor's degree is preferred
• 3+ years of experience working in a customer service capacity providing in-person technical assistance
• 3+ years of experience supporting A/V systems and related equipment
• Experience with iOS and Android OS required
• Knowledge of Windows 7 and 10, Office 2010/2013/2016 Suite, Mobile devices, VPN, and Networking - Proxy Settings, Routers, Switches, Internet Modems, Ethernet

• Customer-focused and acts with a shared sense of urgency and priority for customer.
• Demonstrated commitment toward customer service.
• Demonstrates strong analytical and problem-solving skills.
• Knowledge of C-Level Executive work style and needs
• Ability to make sound decisions in a manner consistent with the essential job functions.
• Demonstrates strong desktop, network and application configuration, troubleshooting and installation knowledge.
• Knowledge of ITIL framework of services, e.g. Incident Management.
• Ability to present ideas in concise, business, technical, and user-friendly language.
• Ability to effectively work alongside and communicate with people with a wide range of skills, experience, cultures and capabilities.

• Sitting for extended periods of time.
• Ability to safely lift up to 50 pounds.
• Ability to travel (overnight) as required based on business needs up to 50%.
• Ability to drive up to 4 hours for onsite services and meetings.
• The position may require work outside normal business hours in response to critical incidents or business-impacting project deliverables.
• The position may also require weekend and holiday coverage.

• Normal office working conditions in addition to industrial plant sites and quarries, requiring the usage of personal protective equipment, e.g. hard hat, steel-toed boots, and safety glasses.

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• A diverse and inclusive culture that values opportunity for growth, development, and internal promotion