Sr Site Support Specialist

ASR Group is the world’s largest refiner and marketer of cane sugar, with an annual production capacity of more than 6 million tons of sugar. The company produces a full line of grocery, industrial, food service and specialty sweetener products. Across North America, ASR Group owns and operates six sugar refineries, located in Louisiana, New York, California, Maryland, Canada and Mexico. In the European Union, the company owns and operates sugar refineries in England, Portugal.  ASR Group also owns and operates mills in Mexico and Belize.  The company’s brand portfolio includes the leading brands Domino®, C&H®, Redpath®, Tate & Lyle®, Lyle’s® and Sidul®.

 

 

 

OVERVIEW

The Sr Site Support Specialist will be based in  Yonkers, NY with further responsibility for some remote users. This position will provide level 2 and 3 technical support for clients in person and remotely. Close Help Desk tickets within the required time frame. Prioritize support tickets while maintaining a high level of customer service. Maintain hardware inventory for all sites in the assigned region. Work with internal teams and vendors on projects such as equipment refresh and new technology deployment.

 

 

 

DETAILED ROLES & RESPONSIBILITIES

• Provide Best in Class level 2 and 3 technical support for clients at local facility and remote locations.
• Support Windows laptops and desktops including End Of Life scheduled replacement, configuration and deployment.
• Troubleshoot all client issues, connectivity, package deployment and virus removal.
• Support Enterprise mobile devices including iPhone, iPad, cell, tablets and broadband devices
• Maintain strict asset inventory of hardware within assigned territory.
• Work with outside contractors, project teams and internal staff to maintain and repair all IT assets.
• Work with the infrastructure team on network device maintenance, server patching and troubleshooting LAN/WAN/VPN connectivity issues.
• Support annual equipment refresh including switch and server replacement.

 

WORK EXPERIENCE

• 7-10 years of experience supporting a diverse user base.
• In depth knowledge of Windows 10/11 and Microsoft Office.
• Familiarity with Mac OS and iOS.
• In depth knowledge of the Windows Active Directory domain architecture and its interaction with the desktop environment.
• Experience using ServiceNow or other Enterprise Help Desk incident and project management reporting tools.
• Experience with unattended build processes and imaging utilities.
• Experience remediating operating system security vulnerabilities and patch implementation methods.
• Experience using remote client management tools.
• Knowledge of device encryption and anti-virus software.
• Knowledge of network physical connectivity.
• Knowledge of Wi-Fi security and access.
• Knowledge of Microsoft Teams preferred.

 

EDUCATION REQUIREMENTS

• No degree required. Bachelor degree in Computer Science or related field preferred.
• MCSA or 10 years of experience in a Windows environment.
• Network+ or 5 years supporting enterprise network infrastructure.

 

ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

• Excellent customer service skills.
• Meticulous attention to detail.
• Abilit