IT Support Analyst – Hardware & Software in Baia Mare

Job Description BackgroundAtkinsRéalis is a Canadian company based in Montreal that provides engineering, procurement, and construction (EPC) services to various industries, including mining and metallurgy, environment and water, infrastructure, and clean power. The firm has over 37,000 employees worldwide, with offices in over 50 countries and operations in over 160 countries.The delivery of AtkinsRéalis IT is via a function called IT Services which is organised as a global operation with a significant presence in India. IT Services has developed an operating model for 2024 to revolutionise the way IT services are provided to the company, moving from a ‘Business as Usual’ focus to an organisation driven by Business Value. Key concepts include: transitioning to digital products, adopting agile delivery approaches across the organisation, leveraging cloud services, and applying focus to supporting company project bids and delivery.Job DetailsIT Support Analyst - Hardware & Software is the central point of contact for all IT related incidents and service requests from Romania. Their role is to both provide second line support for the AtkinsRéalis Business and supervise the local IT resources in Romania. They are responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.As IT Support Analyst - Hardware & Software , you will report to the Regional IT Director / Desk Side & Technology Manager.Key Deliverable & ResponsibilitiesSupervision of local IT resourcesManage and prioritise all 1st and 2nd line incidents and requests according to defined SLAs (within specific regions) - ensure 100% adherence to Request for Solution (RFS) & Incident (INC) best practice guidelines.General troubleshooting of the desktop computing environment based on incidents and service requests logged via the Global Service Desk.Deploy IT hardware (Laptops, Mobiles, Tablets etc), record and track assets during deployment according to IT Services standards and workflow proceduresMaintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requestsEnsure colleagues take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible; escalating incidents to other support teams where necessary.Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolutionOwn, monitor and maintain equipment rooms to comply with IT Services and Quality, Safety, Security and Environment (QSSE) standardsManagement of Service Now ‘Stock Rooms’ and ownership of goods receipting processResponsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal PolicyAct as an escalation point for 2nd Line support issuesEnsure maintenance of all local equipment rooms and conference room IT facilities, mitigate risks arising from audits, fire, safety or other risk assessmentsAct as an escalation point for local service issuesEscalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and softwareDaily analysis of reports indicating tickets outside of SLA with local teamProvide ad hoc reports and updates on current issues to Desk Side and Technology Support Manager/ Regional DirectorManage and review processes defined in the IT Business Management SystemWorks as directed by Reginal Director / Desk Side and Technology Support Manager to maintain and enhance desk side servicesProvide cover for the local Desk Side and Technology Support Manager as and when requiredConduct training programs designed to educate customers about basic and specialized applicationsProvide Support for less experienced members of the teamExperience RequiredEssential Technical RequirementsAt least 8 years’ experience of IT Service Management principles and processesHigh level of proficiency and knowledge of working in a Corporate IT environmentSolid understanding of hardware and software asset management processesExperience of working to (and exceeding) Service Level AgreementsBroad technical understanding of IT services being supportedAbility to learn, understand, and apply new technologiesStrong business focus and customer service skillsWorking knowledge of database/excel structures/tables/configurationsProven experience of data analysis and good numeracy, analytical and reporting skillsSecurity – Depending on region you will be asked to apply for security clearanceThey will be service oriented, with good communication skills and have a good understanding of end-to-end processes and working within service level agreementsMust demonstrate a good understanding of the importance of teamwork and planning in delivering excellenceDirect customer liaison and be able to communicate at all levels within the companyCoordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolutionProficiency in English & RomanianCandidate based in Romania​You must also be able to demonstrate experience with:IT Service Management expertiseCommunication skillsStakeholder ManagementPerformance ImprovementConfidence and professionalismDesirable Technical CertificationsQualifications: Certification from Microsoft (MCP, MCSA, MCSE)ITIL V3/4 QualificationWorking knowledge of Service NowCertified in project management methodology e.g. Prince2 Practitioner, MSP, APMBehavioral CompetenciesProven experience in delivering process efficiencies and improvementsAbility to build and maintain efficient working relationships with remote teamsDemonstrate ability to take ownership of and accountability for relevant products and servicesAbility to plan, prioritise and complete your own work, whilst remaining a team playerWillingness to engage with and work in other technologiesOur offer toward work-life balanceWork from office (3-4 days/week)Direct & permanent contractFlexible benefits, at your choice (meal tickets, holiday / cultural vouchers, courses, wellness, etc.)Easter & Christmas bonusesPrivate clinic medical subscriptionAdditional paid personal days per yearFree French language classesEmployee Assistance Program (EAP) > free psychological, financial, or legal counselingInternal career opportunities, Learning & Development programsTeam activities/events, virtual FunWorkOpen & dynamic work environmentFlexible working schedule – 9:00-17:30Worker TypeEmployeeJob TypeRegularAt AtkinsRéalis, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.