ICT Senior Technical Support Specialist

Date: 19-Jan-2023

Location: Dublin, Ireland

Company: Ornua Co-operative Limited

Job Description

 

Job Title:                    ICT Senior Technical Support Specialist

Department:              ICT

Reports To:               ICT Service Team Leader

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Ornua is a dairy co-operative which sells dairy products on behalf of its Member Co-ops; Ireland’s dairy processors and, in turn, Irish dairy farmers. It is Ireland’s largest exporter of Irish dairy products, exporting to 110 countries worldwide. Headquartered in Dublin, it has annualised sales of over €2.3 billion and a global team of 2,400 employees. Ornua operates from 10 business units worldwide, including 12 production facilities, and has sales and marketing teams working in-market across all four corners of the globe.

 

The Group is structured across two divisions: Ornua Foods and Ornua Ingredients.

Ornua Foods is responsible for the marketing and sales of Ornua’s consumer brands including Kerrygold, Dubliner, Pilgrims Choice, Forto and BEO. Markets are served by production facilities and in-market sales and marketing teams in Africa, Asia, Germany, Ireland, the UK, the rest of Europe, the Middle East and the US.

Ornua Ingredients is responsible for the procurement of Irish and non-Irish dairy products and for the sale of dairy ingredients to food manufacturing and foodservice customers across the world. Ornua Ingredients is also responsible for managing volatility through de-risking and trading strategies. The business is supported by production facilities in Saudi Arabia, Spain, the UK, the US and by in-market teams in Africa and the Middle East.

Kerrygold Park is Ornua’s new state of the art manufacturing facility and centre of excellence for the Kerrygold Brand. 

 

Growth for Good

Ornua is the home of Irish dairy. Our cooperative ethos is at the heart of who we are and how we do business.  Our global success would not be possible without the close collaboration, care, and commitment of our 2,400 strong team.  Ornua cares about building sustainable livelihoods for all our people, who in turn care about driving sustainable profits for our co-op members and the Irish dairy farming families we proudly represent. 

Ornua 2025 is our strategic plan that will help realise our vision for growth in the next five years. It outlines what we will do well, what we will do with the profits we generate, and what additional services we will provide to our members. We will be guided by 3 guiding principles; focus, simplicity and adding value to our volume and we will clearly define what market we will play in.

Together, we will grow for good – creating value for our Irish farming families and for our 2,400 strong, committed, and proud global team.

 

Ornua’s Values

At Ornua, our Values guide us as we work together and care for each other to achieve great things. Our five values, and their underlying behaviours, encourage us to Seek and Embrace New Ideas, Make It Happen, Be Our True Selves, Show You Care and Achieve Great Things Together.

 

Dynamic Working

Ornua have a Dynamic Working policy in place which facilitates flexible hours and hybrid working

 

 

Job Purpose:

 

We require an experienced IT Senior Technical Support Specialist to take a key role in the ongoing support of the ICT environment at our corporate headquarters in Dublin. Working alongside ICT support teams on site and remotely, you partner with senior stakeholder and will be self-motivated with excellent interpersonal, customer focus and technical skills to react to user needs and ensure business continuity.

 

Key Areas of Responsibility:

 

  • Provides technical level 2 support in the use of personal computer hardware, software, mobile and specialised technology
  • Implement a shift left approach to level 1 support – document knowledge articles for level 1 and train the level 1 team
  • Manage incidents, changes, problems, and requests raised by users, logging all activity in the Ornua ITIL aligned service management system.
  • Set up and configure desktop computers, mobile devices, peripherals when required
  • Creation and modification of user accounts in Active Directory and Office 365, assigning security levels
  • Install software and repair hardware and peripherals; Tests programs & troubleshooting as necessary.
  • Troubleshoots, diagnoses problems, implements corrective action procedures and/or escalates to other technical resources as appropriate
  • Serves as an IT resource to the business unit and Globally
  • Advocates prescribed security policy and processes
  • Administers user accounts as necessary.
  • Acts as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns
  • Participates, Assists or Leads with technical projects
  • Contributes to unit goals by accomplishing related duties as required.
  • Training users on new systems, face-to-face and online.
  • Support the roll-out of new applications and other ICT projects.
  • Liaise with the IT Senior End User Computing Specialist and coordinate the rollout of the Client patching lifecycle, which will include software updates, OS upgrades, Application packaging and manage distribution points.
  • Liaise with the IT Senior End User Computing Specialist on the management and maintenance of  base OS images etc. (Ornua maintains an N-1 model for endpoints.)
  • Work with the IT Senior End User Computing Specialist and the Tech Help teams to manage mobile devices via Intune/endpoint manager.

 

Key Skills & Requirements:

 

  • A high level of competence with Apple iPhones & iPads
  • An in-depth understanding Windows 10, Microsoft 365
  • Developing and executing PowerShell script is an advantage
  • A good understanding of an enterprise technical environment (LAN/WAN/Wi-Fi/Data Networks/Networking) Client-Server Environment.
  • Understand the role of enterprise servers in a PC environment (such as Domain Controllers, DHCP Service, Active Directory)
  • Understanding of cloud technology (Azure)
  • Working knowledge Mobile management tools (Microsoft Intune preferred, Air Watch, Mobile Iron, LANDesk) (Nice to have)

 

Key competencies

  • INTEGRITY: Supports and encourages constructive outcomes for others by demonstrating integrity.
  • RIGOUR: To ensure excellence in own work applies effective professional skill, analysis and decision making, and planning and reviewing.
  • Forward-looking: Responds positively to change and looks ahead to anticipate task.
  • OWNERSHIP: Takes responsibility for and pride in delivering quality and results; is tenacious.

 

 

 

 

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