Field Services Engineer (SLT Support)

Lamb Weston • Eagle, ID

1d • Onsite

About The Position

Lamb Weston, a leading manufacturer and Fortune 500 company, inspires people with foods they love and trust, serving international food service providers, restaurants, and households in over 100 countries. With a team of 10,000+ people, the company fosters innovation, provides hands-on training, and empowers individuals to make a difference. Lamb Weston is seeking an Executive Support Engineer to join the FSO Engineering team at its HQ in Eagle, Idaho. This role is responsible for delivering successful and secure end-to-end technology solutions for the Lamb Weston Senior Leadership team and Executive Staff. The position requires a passion for direct interaction, a high level of customer service, and daily interfacing with executives, their admins, employees, IT infrastructure, endpoint technology, and other IT functions. The ideal candidate is outgoing, possesses excellent communication skills, enjoys teamwork, can multi-task effectively, is technically fluent, and is dedicated to providing world-class service.

Requirements

• 3+ Years of experience supporting end users and executives.
• Experience managing and deploying Desktop and Mobile devices, tools, and software with a focus on exceptional customer service and support.
• Experience in a lead customer service role.
• Exceptional oral and written communication and customer service skills.
• Display a high sense of urgency, adaptability, and flexibility in a fast-changing environment.
• Possess excellent problem-solving abilities including analytical, prioritization, and escalation.
• Ability to work within multiple departments internal to IT.
• Planning skills.
• Knowledgeable of Microsoft Operating Systems, Apple iOS, Android, Office, Networking, Mobile Devices, and computer hardware.
• Basic technical understanding of networking technology (Wi-Fi, switches, LAN, etc.).
• Ability to manage a 4-year technology refresh cycle.
• Understanding of desktops, laptops, printers, and other peripherals.
• Ability to perform computer imaging.
• Ability to travel as needed.
• Firm understanding of AV equipment and collaboration tools (Microsoft Teams and Zoom).
• Ability to lift 50 lbs.

Nice To Haves

• Four-year college degree.
• Focus on computer science, information systems or a related field.
• A+ and Network + certification.
• DHCP, DNS, IP Addressing, Windows Server 2016/2026 administration experience.

Responsibilities

• Act as the SPOC for members of the ELT and their executive admins.
• Quickly and accurately resolve issues while instilling confidence and demonstrating professionalism and customer service.
• Provide recommendations to Executives on the best use of Lamb Weston IT Services.
• Take ownership of all hardware and software issues identified by the Executive and provide business-oriented status updates.
• Provide excellent customer service and diffuse heightened end-user sensitivity.
• Travel with Executives to off-site meetings and/or conferences, providing personal support.
• Support highly visible meetings such as Board of Directors and quarterly Earnings calls.
• Troubleshoot, diagnose, and apply logical solutions to resolve problems pertaining to Lamb Weston devices, network connectivity, printing, web conference and application usage for the Executive team.
• Lead and assist with root cause analysis (RCA) as it relates to systems and peripheral devices.
• Professionally dispatch work to internal IT teams for resolution and follow up to ensure completeness.
• Ensure incidents are logged in ServiceNow for analysis and reporting.
• Maintain confidentiality and privacy in all dealings with executives.
• Execute support while keeping security a priority.
• Provide off-hours support as necessary.
• Be available to be on-call (24x7) for escalated requests during non-business hours.
• Remain flexible and organized and possess the ability to remain calm in an active, fast paced and changing environment.
• Maintain Standard Operating Procedures, policies, Service Level Agreements (SLAs), end-user training, and updates to the end user knowledge base.
• Demonstrate persuasive speaking, empathy, adaptability, positive language use, clear communication, self-control, ownership, patience, attentiveness, ability to handle surprises, ability to read customers, and ability to stay cool under pressure.
• Provide technical support on operational or maintenance aspects of system equipment.
• Diagnose mechanical, hardware, software and systems failures, using established procedures.
• Perform remote or on-site servicing and/or repair of company products/services.
• Collaborate to implement best practice system solutions and process changes.
• Document functional requirements and ROI opportunities.
• Identify and address root causes of business process problems.
• Design functional solutions that enable process change, continuous improvement and competitive advantage.
• Actively contribute to requirements gathering process focusing on infrastructure components.
• Support identification of incident trends and build proactive plans to eliminate in production support scenarios.
• Collaborate with application designers and vendor solution providers to proactively model optimized infrastructure solutions.
• Comprehensively test all infrastructure components of IT solutions to ensure business requirements are met.
• Adhere and comply with System Development Lifecycle (SDLC) and Release Management processes and procedures.
• Manage stages of projects through uniquely assigned project manager roles and responsibilities.
• Execute project management disciplines to ensure project activities and tasks are delivered on time, within budget and according to approved scope and quality requirements.
• Conduct effective investigation, diagnosis, and root cause analysis of Incidents / problems.
• Develop, Implement, and document solutions in a timely manner and validate with system users that service has been restored.
• Conduct proper urgency, impact, and risk assessment of change requests.
• Plan, schedule, implement and document changes in accordance with core SDLC and Change Advisory Board processes.
• Execute timely and accurate time tracking of all work hours.
• Contribute to accurate estimation of work activities and tasks.
• Perform other duties as assigned.

Benefits

• Health Insurance Benefits - Medical, Dental, Vision
• Flexible Spending Accounts for Health and Dependent Care, and Health Reimbursement Accounts
• Well-being programs including companywide events and a wellness incentive program
• Paid Time Off
• Financial Wellness – Industry leading 401(k) plan with generous company contributions, Financial Planning Services, Employee Stock purchase program, and Health Savings Accounts, Life and Accident insurance
• Family-Friendly Employee events
• Employee Assistance Program services – mental health and other concierge type services

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees