IT & Technical Support Specialist

Job Title: IT & Technical Support Specialist

Location: Alvic USA

Job Summary:

The IT & Technical Support Specialist at Alvic USA is responsible for providing technical assistance and support related to computer systems, hardware, and software. This role involves installing, configuring, maintaining, and troubleshooting IT systems and equipment to ensure smooth operations across the organization. The Specialist will respond to user inquiries, diagnose problems, and resolve issues promptly to minimize downtime and maintain productivity.

We are seeking a highly skilled and autonomous individual to provide comprehensive technical support for our manufacturing machinery software systems. The ideal candidate will work closely with our factory team to ensure optimal performance and continuous improvement of our processes, primarily focusing on cutting, edging, and packaging operations. This role requires a proactive problem solver who can operate independently while liaising with both our local and international teams.

Key Responsibilities:

IT Technical Support:

• Provide technical assistance and support to end-users regarding computer systems, hardware, and software.
• Install, configure, and troubleshoot desktops, laptops, printers, and other IT equipment.
• Resolve technical issues related to network connectivity, email, software applications, and operating systems.
• Respond promptly to IT support tickets and service requests, prioritizing tasks based on urgency and impact.
• Document and track incidents and service requests using ticketing systems.
• Escalate unresolved issues to appropriate IT staff or vendors for further investigation and resolution.
• Assist in the administration of servers, including user account management, permissions, and access rights.
• Perform routine maintenance tasks, such as system backups, updates, and patches.
• Monitor system performance and troubleshoot issues to ensure reliability and security.
• Provide training and guidance to users on IT systems, software applications, and best practices.
• Create and maintain technical documentation, user guides, and knowledge base articles.
• Ensure compliance with regulatory requirements and industry standards related to IT operations.
• Assist in the planning, implementation, and management of IT projects and initiatives.
• Collaborate with IT team members and other departments to support technology-driven business objectives.
• Evaluate and recommend IT solutions and upgrades to improve efficiency and productivity.
• 7. Technical Support for Machinery Software Systems:
• Provide expert technical support for manufacturing machinery software, including troubleshooting software-related issues and ensuring minimal downtime.
• Perform regular maintenance and updates on machinery software to ensure systems are running at peak efficiency.
• Assist with the installation and configuration of new machinery software and updates.
• Possess a strong understanding of our processes to collaborate with factory teams and identify opportunities for process improvements, particularly in the cut, edge, and packaging departments. Collaborate with the development of new products.
• Develop and implement new reports and data extraction processes from machinery to support business objectives.
• Address and resolve on-site issues independently, minimizing reliance on external teams in Miami or Spain.
• Act as a liaison between IT and factory operations, ensuring smooth communication and cooperation between departments

Qualifications:

Education:

Bachelor’s degree in Information Technology, Computer Science, or relevant experience.

Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) are a plus.

Experience:

Proven experience as an IT Support Technician or in a similar technical support role.

Experience with desktop operating systems (Windows, macOS) and server administration.

Familiarity with networking concepts and protocols (TCP/IP, DNS, DHCP).

Skills:

Strong troubleshooting and problem-solving skills.

Excellent communication and interpersonal skills.

Ability to prioritize and manage multiple tasks in a fast-paced environment.

Familiarity with IT service management tools (e.g., Help Desk software, monitoring systems).

Knowledge of cloud computing platforms and services (e.g., Microsoft Azure, AWS) is beneficial.

Personal Attributes:

Customer-focused with a service-oriented mindset.

Team player with the ability to work independently when required.

Adaptability and willingness to learn new technologies and skills.

Strong attention to detail and commitment to quality.

Reporting: The IT & Technical Support Specialist reports to the IT Manager/Industrial Director.