IT Support Engineer

Purpose:

The IT Support Engineer will provide onsite information technology support for the Baytown distribution, Baytown manufacturing, and Houston sales office locations. This role supports end users, warehouse and manufacturing technology, local infrastructure, access control, surveillance systems, and business applications. This role is responsible for resolving service requests, maintaining assets, coordinating with vendors, and partnering with IT, facilities, and site operations to ensure reliable technology services.

Areas of Responsibility / Tasks:

1. Area of Focus (In order of percentage of time spent on activity, importance and/or priority)
   1. Provide onsite and remote support for end users, desktops, laptops, mobile devices, printers, Microsoft 365, Windows, endpoint tools, and business applications.
   2. Provide backup support for other US/Canada facilities and the US/Canada service desk.
   3. Support warehouse and manufacturing technology, including barcode scanners, handheld and rugged devices, shared workstations, and label printing systems.
   4. Support physical security technology, including access control, badge readers, door controllers, visitor management, surveillance systems, and related equipment.
   5. Troubleshoot network issues including DNS, DHCP, WAN circuit, ISP outage, and site connectivity issues that may impact operations or production. Monitor and support IDF and MDF rooms and cabinets. Coordinate with facilities, cabling, HVAC, electrical, service providers, and technology vendors.
   6. Manage incidents and service requests through the IT ticketing system with clear documentation, ownership, user communication, and timely resolution.
   7. Install, configure, image, deploy, refresh, and move workstations and related IT equipment using standard enterprise processes.
   8. Maintain accurate asset inventory records for end-user, warehouse, infrastructure, access control, surveillance, and spare equipment.
   9. Support conference rooms, Microsoft Teams Rooms, and audiovisual equipment.
   10. Partner with networking, server, security, facilities, application, vendor, and operations teams to resolve complex issues and support site needs.
   11. Participate in local project implementation, technology deployments, site upgrades, and continuous improvement efforts.
   12. Follow IT standards, security policies, change management practices, and operational procedures while identifying recurring issues and recommending improvements.

Competencies; Knowledge, Skills, Abilities (KSA):

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent within our culture.

1. Working knowledge of Windows, Microsoft 365, Active Directory or Entra ID concepts, Intune endpoint troubleshooting, and enterprise applications.
2. Experience supporting end-user hardware, peripherals, printers, scanners, mobile devices, warehouse devices, and label printing systems.
3. Ability to troubleshoot network and site connectivity issues, including wired and wireless connectivity, VPN, DNS, DHCP, WAN circuits, ISP outages, and production-impacting interruptions.
4. Experience using an IT service management or ticketing platform such as ServiceNow.
5. Strong customer service, communication, prioritization, and time-management skills in a fast-paced environment.
6. Familiarity with access control, surveillance, visitor management, IDF/MDF rooms, facilities coordination, and vendor support.

Minimum Qualifications / Education / Experience / Certifications:

1. Education:
   1. Associate degree, bachelor’s degree, technical certification, or equivalent hands-on IT experience.
2. Experience:
   1. Two or more years of experience in IT support, desktop support, field services, or end-user computing.
3. Licenses / Certifications:
   1. Valid driver’s license – required

1. Language:
   1. Proficiency in English required

Preferred Qualifications:

1. Experience supporting warehouse, manufacturing, logistics, distribution, or industrial environments.
2. Experience with operational technology, access control, surveillance platforms, Microsoft Teams Rooms, audiovisual systems, mobile device management, endpoint security, or ITIL practices.
3. CompTIA A+, Network+, Microsoft certifications, ITIL Foundation, or equivalent technical certifications.

Work Environment / Conditions:

The work environment/conditions described herein are representative of those that an incumbent may experience, and therefore

1. Must be adaptable to work in a shared space, with constant noise, with/or without the use of a private office.
2. This is a onsite role based out of Baytown, TX.

Physical Requirements / Demands:

The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions & physical demands of this role.

1. While performing the duties of this job, the incumbent is regularly required to communicate verbally, read, and comprehend information, type on a consistent and daily basis.
2. While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane, or other means of transportation which require sitting, waiting, and standing for long and short periods of time.

NOTICE TO APPLICANTS:
Ravago Americas is an equal employment opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, age, sex, religion, national origin, disability, veteran status, citizenship status, or marital status. We assure you that your opportunity for employment with this employer depends solely upon your qualifications.