Technical Services Analyst

Make a Difference in YOUR Career!

Our vision is both simple and ambitious: to put our drinks on every table.  

We are the leading global independent beverage solutions provider. We serve a broad range of national and international retailers as well as Global, National and Emerging (GNE) brands. Our products are distributed worldwide from our production sites in Europe, North America, and Australia. Although our own branding may not appear on the labels of the beverages we produce, there is a good chance you are reading this while sipping one of our drinks.

Our ambition is to continually improve and it’s what keeps us at the top of our game.  We are solutions-based.  We are innovative.  We seek out new challenges and conquer them.  This is our company ethos, but it’s our people’s too:  Refresco is at the cutting edge of a fast-moving industry because we have passionate people pushing the boundaries of what’s best.  

Stop and think: how would YOU put our drinks on every table?  

Summary Description:

The IT Technical Services Analyst is responsible for providing technical support, managing IT services, and ensuring the smooth operation of technology systems within the organization. This role focuses on monitoring, troubleshooting, and resolving technical issues across various platforms, including hardware, software, network infrastructure, and enterprise applications. The IT Technical Services Analyst plays a crucial role in ensuring high availability, performance, and security of IT services while maintaining exceptional levels of customer satisfaction.

 Essential Job Functions

 Technical Support & Troubleshooting:

• Serve as the first point of contact for technical support inquiries, providing support to internal employees and external clients.
• Diagnose and resolve hardware, software, and networking issues in a timely and efficient manner.
• Provide technical troubleshooting for desktops, laptops, mobile devices, servers, printers, and other peripherals.
• Utilize remote desktop tools and ticketing systems to manage and resolve incidents, escalating issues to higher-level support when necessary.
• Ensure that all reported incidents and service requests are accurately logged, tracked, and closed in accordance with service level agreements (SLAs).

 System Administration & Maintenance:

• Perform routine maintenance tasks, including software updates, patch management, and system backups.
• Manage user accounts, permissions, and access rights in Active Directory and other identity management systems.
• Maintain the organization's IT infrastructure, including servers, network devices, storage systems, and cloud-based platforms.
• Support the deployment and configuration of enterprise software and business applications.
• Monitor system performance, uptime, and capacity, addressing potential issues proactively.

 Security & Compliance:

• Ensure that all systems and devices adhere to company security policies, procedures, and industry standards.
• Assist with the implementation of security measures, such as firewalls, antivirus software, and encryption tools.
• Collaborate with cybersecurity teams to address vulnerabilities, data breaches, and security incidents.

 Collaboration & Training:

• Work closely with other IT teams, including network engineers, application support, and security teams, to resolve complex technical issues.
• Provide technical guidance and training to end-users to improve their understanding and use of IT systems.
• Collaborate with vendors and third-party service providers to support the delivery of IT services.

Project Support & Implementation:

• Assist with IT projects, including system upgrades, migrations, and the implementation of new technologies.
• Provide input on project planning and execution, ensuring that technical requirements are met.
• Collaborate with cross-functional teams to support business initiatives that require technical services.
• Work flexible hours upon request for on-call rotation service periods 

 Required Skills:

• Knowledge of networking concepts such as TCP/IP, DNS, DHCP, and VPN.
• Excellent problem-solving skills and attention to detail.
• Strong verbal and written communication skills.
• Ability to manage multiple tasks, prioritize work, and meet deadlines.
• Familiarity with security tools such as firewalls, endpoint protection, and data encryption solutions.