Fluidra North America · 3 hours ago
Sr. IT Operations Technician
Portland, TN
Full-time
Onsite
Senior Level
5+ years expFluidra North America is seeking a Senior IT Operations Technician to join their team in Portland, TN. In this role, you will provide frontline technical support, manage help desk tickets, and ensure a high-quality end-user experience while supporting IT processes and mentoring junior staff.
Consumer GoodsManufacturingWater
Responsibilities
Provide Tier 1 and Tier 2 technical support to end users in North America via phone, email, ServiceNow, and in-person support for Portland, TN manufacturing facility for including but not limited to hardware, software, and connectivity issues, workstations, printers, labelers, scanners, network drops, wireless issues, production equipment interfaces, and shop-floor technology
Act as an escalation point for complex or persistent technical issues, ensuring timely resolution and clear communication with stakeholders
Accurately log, track, prioritize, and manage help desk tickets to meet or exceed established SLAs within ServiceNow
Proactively monitor and follow up on open and aging tickets to ensure timely resolution and root cause analysis where appropriate
Support the full employee lifecycle by executing onboarding and offboarding processes, including system access, hardware provisioning, and asset recovery
Assist with user account management, permissions, and group policies within Active Directory and other enterprise systems
Provide mentorship and guidance to junior help desk staff, sharing best practices and technical knowledge
Partner with IT infrastructure, security, and application teams on projects, upgrades, and system improvements
Contribute to the development and maintenance of help desk documentation, knowledge base articles, and standard operating procedures
Identify recurring issues and recommend process improvements or preventive solutions
Occasionally lift and move computer, printer, and related equipment as needed
Perform other duties and special projects as assigned
Qualification
Required
5+ years of progressively responsible experience in an IT operation or help desk role, with Tier 2 troubleshooting capabilities demonstrated
Strong working knowledge and experience supporting Windows 11
Strong working knowledge and experience supporting Microsoft 365 (Office, Exchange, SharePoint, OneDrive)
Strong working knowledge and experience supporting Microsoft Active Directory and Servers
Strong working knowledge and experience supporting enterprise managed mobile devices with Intune or similar MDM platform (Apple or Android)
Strong customer service mindset with excellent verbal and written communication skills
Ability to manage multiple priorities in a fast-paced environment
Ability to work independently and collaborate effectively with global and regional teams
Familiarity with ITIL processes and best practices
High school diploma or equivalent required
Preferred
Experience supporting manufacturing environments is strongly preferred
Apple macOS
Okta or similar IAM platforms
Netskope or similar Zero Trust / SASE platforms
VMware, Nutanix or similar virtualization platforms
Fortinet or similar firewalls and/or switching hardware
College degree, technical degree, or relevant IT certifications preferred
Benefits
3 weeks Paid vacation
Full range of health benefits including medical, dental & vision, short & long-term disability
401(K) matching (100% of first 3% contributed, 50% of the next 2%)
Health and wellness programs / gym reimbursement
Educational assistance up to $7,000 per year
Company sponsored FUN events!
Generous product discounts
Company
Fluidra North America
Fluidra is a publicly listed company focused on developing innovative products, services and IoT solutions for the residential and commercial pool markets, globally.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Christina Kim, CSP
HSE US Business Partner
Julie Welch
Human Resources Business Partner
Recent News
EIN Presswire
2025-01-28
Company data provided by crunchbase