Senior IT Technician

at  Balfour Company

ABOUT US:

Balfour & Co has a long and successful history, providing products that mark special moments and achievements in people’s lives. From our start in 1913 to today, the company has grown and evolved in many ways but the quality of our products and our commitment to our people have been at the highest standards throughout this long history.
Balfour & Co is the world’s largest Collegiate and High School commencement services company, leading the industry in digital product innovation by helping students and their families celebrate the most meaningful moments in their lives. Operating under the Balfour®, GradImages®, University Photo®, Gaspard®, ArtCarved®, KeepSake® and Taylor Publishing Company®, the Company provides personalized products such as class jewelry and apparel, yearbooks and commercial printing, graduation cap and gowns, announcement products and photography through digital marketing technology, personal in-school deliveries, and customized school assortments. To learn more visit Balfour.com, the destination for Graduation products, and GradImages.com, the industry’s largest commencement photography platform.
POSITION Summary: The Sr IT Technician is the main point of contact for desktop support and end user services as well as the second level of support for the IT Infrastructure.

Essential position Functions:

• Manages, supports, troubleshoots, and supervises IT end user services, Desktop support and acts as the second level of support for the IT End User Services area.
• Hands-on IT infrastructure and Desktop support incidents resolution and troubleshooting.
• Hands-on management end user IT services to ensure the availability and continuity of business operation, as well as monitoring the IT infrastructure platforms to meet the KPIs.
• Hands-on management of IT services international vendors to ensure SLAs and IT services delivery across all the organization.
• Provides hands-on technical support to the end users on several technical IT services, hardware, and software.
• Follows up root cause analysis on the different IT incidents & problems related to the IT infrastructure and End User Services.
• Solves complex IT technical issues.
• Promotes and follows the creation, execution and operation of improvement projects for end user IT services that improve and support the business operation.
• Provides reports, dashboards and analysis about IT infrastructure and end user services performance.
• Documents, publishes, and maintains IT End Services procedures.

EDUCATION/EXPERIENCE:

• Bachelor’s degree in technology, Computer Science, Telecommunications or similar.
• 3 to 5 years of experience as hands-on senior or 2nd level IT Technician/
• Extensive knowledge of Microsoft Windows infrastructure environments & technical support (desktops, servers, active directory, O365 and end IT services).
• Certification is a plus.
• Extensive knowledge troubleshooting and support of Smart Handhelds. Datalogic is a plus.
• Good knowledge of Networking Firewalls, Switches Routers, Cabling, VoIP.
• Fortinet firewalls is a plus.
• Hands-on experience in IT end user services, Desktop Support, Network, IT monitoring & security tools.
• Knowledge of the IBM Power9 iSeries server is a plus.
• Experience in the following tools is a plus: Sophos, Endpoint Central, Jira, Azure, AWS, VMware.
• Experience managing International IT vendors.
• Knowledge of Cybersecurity (PCI compliance, ISO 27000, Antivirus, Patch management).
• Full command of English is a must. Spanish is a plus.
• Excellent communication skills in English language.
• Experience in IT support for VIP users.

Please refer the Job description for details