IT Service Desk Engineer

SWISS KRONO Group • Klamath Falls, OR

2d • Onsite

About The Position

The IT Service Desk Engineer position is crucial for maintaining the stable and efficient operation of servers and the network environment across SWISS KRONO Group's Klamath Falls offices and other business locations. This role supports the company's vision to be a global leader in circular materials by enabling innovation and business continuity through modern IT solutions. The primary purpose is to set up and maintain local data centers with global IT team support, ensuring a reliable, secure, and efficient data communications network. This involves deploying, configuring, maintaining, and monitoring all active servers and network components to ensure smooth operations and a stable infrastructure for all users. The position also entails providing technical support to end users, managing IT infrastructure, and collaborating with global IT teams to meet infrastructure and security standards. The engineer will contribute to IT projects and serve as a key liaison between local operations and global IT initiatives.

Requirements

• Strong communication and interpersonal skills; able to interact effectively with users and external technical support
• Excellent analytical and troubleshooting skills with a creative approach to problem-solving
• Understanding of DHCP, DNS, TCP/IP, and Active Directory
• Ability to prioritize tasks using a ticket management system
• Proficient in Microsoft 365 and Windows 10/11
• Ability to work independently and manage complex task packages from design to implementation
• Ability to mentor junior-level employees and lead smaller projects
• Bachelor’s degree in computer technologies or equivalent experience/certifications
• 3–10 years of professional IT experience, preferably in a multi-location environment
• Experience supporting and troubleshooting Microsoft Windows operating systems (MS-10982)
• Familiarity with diagnostic and monitoring tools (e.g., PowerShell, Event Viewer)
• Experience with ITIL-based ticketing systems
• Experience supporting office and factory IT equipment (PCs, notebooks, printers, terminals, mobile phones, barcode scanners)
• Understanding information security requirements
• Willingness to wear the required Personal Protective Equipment (PPE) at all times

Nice To Haves

• Experience in setting up Virtual Machines and maintaining DELL VX Rail systems preferred
• Familiarity with Windows Server OS preferred
• Basic knowledge of VOIP systems (Mitel preferred)
• Cisco Certified Network Associate (CCNA) certification preferred

Responsibilities

• Provide technical support for end users using established communication channels resolving issues related to server and network infrastructure
• Ensure that various components (hardware, software, networks) work together seamlessly
• Manage and monitor IT infrastructure including servers, network equipment, laptops, terminals, and production support systems
• Integrate security measures into the IT infrastructure, including firewalls, antivirus software, and encryption, to protect against cyber threats in close alignment with the Information Security Officer
• Install and integrate new server hardware, applications, and periodic software / OS updates
• Monitor network performance (availability, utilization, throughput, and latency) and test for weaknesses
• Maintain and minimize outages caused by Network and Server failures
• Proactively create, report, and set triggers for outages to alert IT immediately and minimize downtime
• Work with Global IT to resolve DarkTrace security reports and patch all vulnerabilities
• Implement, configure, and maintain software related to IT device management
• Administer user accounts, including registration, deletion, permission changes, and vendor access
• Maintain technical documentation and report efforts and results using the JIRA ticket system
• Set up user accounts, permissions, and passwords
• Dispatch tickets to appropriate support levels and ensure timely resolution
• Collaborate with the global IT Service Desk and participate in Group IT projects
• Assist in enterprise software patching and upgrades
• On-site attendance is essential to effectively perform the listed duties

Benefits

• Diversified tasks in an internationally active company
• Perspectives for further development – be it from a professional or personal point of view
• Partnership and collegiality

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees