The Greenbrier Companies, Inc. IT Enterprise Support Technician in St. Charles, Missouri
At Greenbrier, we do the hard work that matters. A publicly-traded company, The Greenbrier Companies is a leading supplier of marine and rail transportation equipment and services, powering the movement of products around the world. Greenbrier's innovation and engineering expertise pairs with our capacity to build and repair transportation equipment. This allows us to provide an unrivaled level of service to our customers across the Americas, Europe and the countries of the GCC. Greenbrier also provides asset management services and a unique railcar leasing syndication platform that brings us into contact with the world's leading fixed asset investors.
Greenbrier's heritage of hard work and industrial innovation is celebrated at every level of our organization. We structure our business to support teams of innovative people who strive daily to make a positive impact by providing solutions for our customers and value for our stakeholders.
The Greenbrier Companies is seeking an IT Enterprise Support Technician II . This role is responsible for providing superior services for our internal customers around the assigned scope of work: this includes managing desktops and responding to requests and issues with an appropriate sense of urgency and a focus on quality experience. This role will support IT services that meets or exceeds negotiated service levels. In addition to working with business units based in the US and with those in satellite offices, the role will also collaborate with other IT Teams: network, server, security, applications, and our teams in Mexico where leverage is beneficial. Attention to details, problem solving, ITIL service methodology, collaboration, team development, and strong execution skills are required to deliver on the goal of this position. This role provides support to our internal customers, and collaborates with team members to innovate new ways to work. The aim is to provide excellent customer service and support that consistently meets internal customer needs. The Enterprise Support Technician II contributes information on projects, assets and problem tickets for periodic reporting and improvement plans.
Provide exceptional IT support to internal customers, across geographical locations ensuring an overall high level of customer satisfaction on an ongoing basis.
Collaboration with other teams to ensure Service Levels (SLA's) are met, identifies opportunities for improvements and implements these as agreed upon.
Work with the Desktop Engineering Team to provide timely delivery on all hardware deployments and Knowledgebase documentation contributions.
Follow processes and procedures to appropriately triage requests and issues and monitor as required.
Customer engagement - Ensure internal customers are kept informed at all times regarding the status of any outstanding call they have placed with the IT service desk or with other Greenbrier IT Teams and respond as required with a sense of urgency and empathy.
Help and support testing new applications on existing hardware configurations, and recommend upgrades, patches and/or fixes and as needed adjust.
Participates in On-Call responsibility for after-hours and emergency support.
Occasional domestic and international overnight travel will be required.
Collaboration and Other Critical Qualifications
Proven track record of driving for results and taking initiative to affect change in business services
Strong organizational skills including prioritization.
Focus on customers: a) focus on business outcome to deliver work that improves business value, b) creates positive experiences through active listening, appreciative inquiries, seeking feedback for action, continuous improvements and follow through.
Strong listening and written communication skills along with strong oral and written presentation skills.
Strong history of continuing education and drive to increase skill set.
Ability to deal with a variety of problems and decide upon the best answer, path to address with appropriate input, informed judgement and facts.
Excellent analytical skills for root cause analysis and troubleshooting.
Qualifications and Experience:
Minimum of 2-3 years of relevant experience in IT support at 1st and 2nd level within a Corporate IT support environment.
Exceptional Customer Experiences skills and Customer Success obsessed.
Strong understanding of services desk and customer support environment.
Deadline oriented, with an appropriate sense of urgency, and ability to make quick, and informed decisions.
Tolerance for ambiguity in a constantly changing environment.
High energy level and creative problem-solving abilities.
Excellent verbal, written and interpersonal and proactive communication skills with an ability to present complex ideas in clear, concise fashion to technical and non-technical internal customers.
Strong analytical, evaluative, and problem-solving abilities.
Self-motivated team player.
Knowledge in MS Windows 7 & 10, iOS, MS Office 2013/365
Knowledge and understanding of Active Directory, Webex, Virtual desktop environments, AV and endpoint protection tools.
Working knowledge of mobile devices (Android, iPad, and iPhone).
Knowledge of mobile device management and safeguarding company owned data.
Experience with basic networking.
Knowledge of SANs, VMWare vSphere, Endpoint protection, AV, backups/restore, AD skills including Azure and O365, MS 2003 -- Current.
Other skills that are desirable are MS Exchange, Microsoft SCCM and, Microsoft SCOM, Microsoft Web Services; MS Dynamics, SharePoint, Group Policies, Orion Solar winds, Citrix and VDI.
Knowledge of remote access capabilities to large enterprise systems based on role based access and security model.
Learn more about Greenbrier at www.gbrx.com .
Company Greenbrier Central
Functional Group Information Technology