IT Business Support Engineer

9115 Tate & Lyle Americas LLC - Lafayette, IN

Full-time - Mid Level

Lafayette, IN

About the position

The IT Business Support Engineer role is part of the Digital Workplace team at Tate and Lyle, responsible for delivering exceptional IT support services to the end user community. This position involves overseeing IT workplace matters, providing technical support, and ensuring the efficient delivery of IT services while maintaining high client satisfaction.

Responsibilities

• Responsible for all IT workplace related matters, identifying escalation paths through initial investigation and following up with appropriate IT support towers.
• Install and configure laptops, desktops, and other hardware and computer applications.
• Provide VIP and 2nd line IT support, acting as the point of contact for technical escalation and extension of other support teams.
• Lead technical support for offsite Executive Committee meetings.
• Oversee and support the delivery of new IT services, upgrades, and other IT-related activities, coordinating efforts of different teams to ensure timely and efficient service delivery.
• Make decisions on a technical level and recommend solutions within your area of responsibility in coordination with your direct superior.
• Support the business on all client-facing aspects of infrastructure including acquisition, configuration, installation, and/or relocations of desktops, laptops, printers, security, LAN connectivity, communication devices, swipe cards, security cameras, and video conferencing facilities.
• Monitor day-to-day ticket queue, KPI, and SLA ensuring appropriate action is taken to maintain high levels of client satisfaction.
• Participate in major incident bridge, providing support as required.
• Maintain adequate supply of IT-related stock and ensure accurate records are maintained in the CMDB.
• Establish good working relationships with peers, end users, and other business stakeholders.
• Deliver a positive, consistent, and high-quality end user experience with customer service in mind at all times.
• Provide service improvement suggestions to enhance the quality of support services and efficiency of delivery.
• Support the Digital Workplace team in developing SOPs, technical knowledge-based articles, and other technical documentation applicable to your region and expertise.

Requirements

• Bachelor's degree in Computer Science or other IT-related degree or equivalent IT work experience.
• ITIL v3 or v4 certification, or experience in an ITIL-based organization.
• At least 5+ years of IT Support Experience.
• Knowledge of Microsoft applications and tools: Office 365, Active Directory, SCCM, Service Now, TeamViewer, and other support tools.

Nice-to-haves

• Good communication skills with both technical and non-technical staff.
• Ability to prioritize and handle difficult conversations.
• Excellent interpersonal skills and ability to work under pressure.
• Adaptable and flexible.

Benefits

• Equal opportunity employer committed to an inclusive workforce.
• Opportunities for professional development and growth.