**Tier 2 Tech Support** **Hybrid Schedule (Onsite in Portsmouth, NH and remote)** **Some Travel to Peabody, MA (1 day a week)** **Full-time Permanent Position** Reporting to the Manager, IT Operations, the IT Operations Specialist will work very closely with IT Leadership and third party vendors to identify areas of continuous improvement in IT Service Management model to ensure quality, efficiency, productivity and agility goals of the department and the organization are achieved. The IT Operations Specialist role is responsible for providing effective and efficient operational support of all third-party and internally managed IT infrastructure and applications used to support business processes across the enterprise. As an experienced and knowledgeable technician and IT support generalist, the IT Operations Specialist will receive incident and request escalations from Tier 1 Support Desk Analysts for ultimate issue resolution, documentation, and knowledge transfer to Tier 1 (where required). Essential Duties and responsibilities · Provide exceptional technical support to internal and external customers · Install and configure user PCs including setup of hardware and software · Support Microsoft Office 365 products such as Teams, Exchange Online, SharePoint · Active Directory support including user account and GPO management · Network troubleshooting for both wired and wireless · Support all aspects of end-user devices such as workstations, printing, mobile phones, and other needs for both back office and frontline Production/Manufacturing users · Participate in project related work and ensure a proper transition for operational support · Create and update infrastructure and application documentation/diagrams · Operate in a tiered support model as Tier 2 Technical Support; receive handoffs from Tier 1, escalate to Tier 3 where required · Support and Maintain IT applications; investigate and resolve IT application-related incidents; escalate and handoff to business partner where applicable · Liaise with and manage relationships of third party vendors and managed service providers to ensure IT Applications and Infrastructure related incidents and problems are resolved in a timely fashion · Manage and provide input to vendor scorecards to ensure expectations are being met · Evaluate and recommend products/applications/solutions that solve for commonly recurring issues or to gain efficiencies · Use data analytics to identify and reduce repeat issues/requests through self-service, user education or system simplification · Travel to other office/plant locations as required · Participate in rotational after hours on-call · After hours work required as part of regular recurring maintenance windows or break/fix routines · Participate in a business-oriented culture and mindset driven by understanding the business and our internal customer’s needs and continual service improvement techniques · Participate in IT change management practice and work within IT and the business to ensure good coordination of IT changes without impacting business processes or technology availability Qualifications · Undergraduate degree or college diploma in IT related fields · 5+ years IT support experience required, preferably in a CPG organization · Understanding of Microsoft server and desktop operating systems · Experience with Microsoft Office 365, Teams, SharePoint and Active Directory · Basic network understanding and troubleshooting abilities · Experience with Oracle JDE would be an asset · Exceptional technical acumen and troubleshooting skills, across a wide application, vendor, and technical landscape · Superior analytical skills with strong problem-solving skills · Demonstrated initiative, with strong attention to detail · Good oral and written communication skills · Self-starter who works well with people at all levels of the organization · Ability to learn on the fly in a fast paced, dynamic environment Working conditions Office Environment: The noise level in the office work environment is moderately quiet. Physical requirements/Allergens: While performing the duties of this job, the employee is frequently required to walk, sit, talk, listen, and reach with hands and arms. The employee is required to use hands to handle, operate, and feel objects, tools or controls. The employee is occasionally required to operate a motor vehicle to travel to off-site meetings. The employee must have visual acuity sufficient to operate a motor vehicle and digital camera, as well as other office and position equipment. Specific vision abilities required by the job include close vision and the ability to adjust focus. Employee must be able to hear and speak clearly in order to communicate with clients, coworkers, employees and vendors. ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.