IT Regional Field Service Technician

Primo Brands is a leading branded beverage company in North America with a focus on healthy hydration. We are proud to offer an extensive and iconic portfolio of highly recognizable, sustainably sourced, and conveniently packaged branded beverages distributed across more than 150,000 retail outlets.

Job Description

Primo Brands is seeking an IT Regional Field Service Technician, reporting to the Senior End User Support Manager. This person will provide on-site technical support and services to end-users and clients within a designated geographic region. They will reduce security risk, enforce policies, coordinate testing, remediation, and collaborate with the Enterprise IT teams to uphold the existing security framework and integrate essential security elements and software. This role involves troubleshooting, repairing, and maintaining information systems and technology infrastructure to ensure optimal performance and minimal downtime.

Key responsibilities include but are not limited to the following:
•In an agile environment where operational efficiency and safety are the driving forces to provide exceptional products to our consumers, the IT Regional Field Service Technician performs a critical role in ensuring availability, that our systems are both secure and resilient. As a North American company, it is imperative that we maintain the highest level of confidence in our brand, systems, and infrastructure. This key role is essential to both short- and long-term company goals and objectives. 
•Remote and On-Site Support: Provide remote support utilizing remote desktop tools and communication software to end-users and clients, including hardware and software troubleshooting, installations, and configurations.  Onsite support is required if all remote mitigating steps cannot provide a resolution.
•Hardware Maintenance: Perform routine maintenance, upgrades, and repairs on computer systems, servers, networking equipment, and peripherals.
•Software Support: Assist with software installations, updates, and resolving software-related issues. May involve providing training to end-users.
•Application Packaging:  Process incoming application packaging requests using PSAppDeploy Toolkit.  Work with internal teams to establish requirements and packaging configurations as needed.  Work with vendors & vendor documentation to ensure applications are packaged to be deployed as Zero-Touch in an Intune environment.
•Network Support: Assist and collaborate with Network Team to troubleshoot and resolve network connectivity issues, ensuring that LAN/WAN systems are functioning correctly.
•Documentation: Maintain accurate records of service requests, repairs, and equipment inventory. Document solutions and procedures for future reference.
•Customer Interaction: Communicate effectively with clients to understand their technical needs and provide timely updates on service requests.  Leverage tools such as but not limited to Azure AD, Intune, and Service Now to efficiently resolve technical issues.
•Compliance: Ensure that all IT activities comply with company policies, security standards, and regulatory requirements.
•Travel: Travel within the designated region to various client locations for on-site support. Overnight travel may be required.
•Emergency Response: Be available for on-call and emergency support as needed to address critical technical issues outside regular business hours. 
•Results driven with a clear understanding of protecting infrastructure, systems, applications, data, and users against known and unknown threats.
•Customer oriented and able to effectively deliver effective cyber security compliance for the company.

 

Qualifications

Key qualifications include:
•Education: A degree or diploma in Information Technology, Computer Science, or a related field is preferred. Relevant certifications are a plus.
•Experience: 5+ years previous experience in IT support, field service, or a related role is often required. Familiarity with specific technologies and systems:
oApplication packaging, Intune, and Company Portal.
oKnowledge of Power Automate and Power Apps a plus.
oExperience with using tools such as Azure AD, Intune, and Service Now.
•Technical Skills: Proficiency in troubleshooting hardware and software issues, familiarity with various operating systems, and networking knowledge is a plus.
•Communication Skills: Strong interpersonal and communication skills to interact effectively with clients and colleagues.
•Problem-Solving: Ability to analyze and resolve complex technical problems in a timely manner.
•Customer Service: A customer-focused approach to providing technical support and ensuring client satisfaction.