IT Analyst

The IT Field Services (ITFS) global team is responsible for ensuring Neovia’s technical infrastructure is continuously available and reliable for the business across 130+ global facilities. The team collaborates with end users, business, and IT teams to maintain proper system performance and availability, diagnosing and troubleshooting end‑user technology issues, and escalating problems as required. They are the primary support for the facilities in their assigned geographic area and seek clarification on non‑routine and complex matters.

The ITFS global team operates across the Americas, UK/EAME, and the Asia Pacific/APAC regions.

Ensuring Neovia’s technical infrastructure is continuously available and reliable for the business across 130+ global facilities. Collaborating with end users, business, and IT teams to maintain system performance and availability, diagnosing and troubleshooting end‑user technology issues, and escalating problems as required. Primary responsibility for continuous support of facilities in the assigned geographic area and seeking clarification on non‑routine and complex matters.

• Deliver a range of enterprise hands‑on and remote endpoint support services and escalations to Neovia clients at assigned facilities.
• Perform ticket management responsibilities: record, track, and document incidents and requests within the ticketing tool.
• Respond to service, product, technical, and customer relations questions in a timely manner, and appropriately elevate issues.
• Maintain asset inventory of all endpoints, software, and software licenses.
• Cooperate in projects such as training, documentation, and exhibition installations.
• Provide regular reports to enable effective IT service management.
• Decommission and/or dispose of IT equipment according to guidelines when applicable.
• Provide 24/7/365 on‑call support (when assigned).
• Ensure the delivery of exceptional customer service and tangible outputs, leveraging industry standards, best practices, and performance data to refine operations methodologies.
• Perform additional responsibilities as assigned, including overnight duties and potential international travel.

• Bachelor’s degree or an equivalent combination of education, certification, and relevant work experience.
• 0‑1 year of IT experience.
• Practical field experience supporting IT infrastructure.
• Active ITIL v3 certification preferred.
• Technical aptitude in at least three of the following areas:
• Windows 7, MS Office 2013
• MS Office productivity software
• Thin Clients:
  Citrix solutions – Xen App / Xen Desktop
• Switch, Wi‑Fi, and VPN support
• Telephony skills (IPT, PABX): troubleshooting line problems, desk‑set support, system additions & changes
• IPT (unified) solutions support (e.g., MS Lync).
• RF technologies support (e.g., handheld barcode readers, mobile computers).
• Smart hands support when requested (physical reboots, hardware replacement, etc.).
• Experience with creating IT‑specific work instructions (KB articles), transformational IT (medium to large system migrations), and core networking concepts.
• Familiarity with wiring closets (e.g., MDF and IDF), and knowledge of parts logistics methodologies such as inbound/outbound logistics, just‑in‑time, and just‑in‑sequence preferred.
• Experience supporting structured cabling initiatives from planning to execution.

Work is primarily sedentary, requiring periodic walking, standing, bending, or lifting items weighing up to 15 pounds.

• Must be well‑spoken, professional, and customer‑service savvy, as this role interfaces with all executives (if designated as ITFS Executive Support).
• Establish and maintain effective relationships at all levels of the organization, as well as with external vendors and regulatory agencies.
• Effective written, verbal, and presentation skills, with the ability to adapt approaches based on audience.
• Ability to communicate complex issues and solutions in an easily understood, actionable manner.
• Strong critical‑thinking skills using fact‑based troubleshooting.
• Ability to perform well in a fast‑paced, deadline‑driven environment managing multiple projects without compromising quality and service levels.
• Ability to maintain confidentiality of extremely sensitive data at all times.
• Team‑player with exceptional interpersonal and organizational skills, paying specific attention to detail.

Entry level

Full‑time

Information Technology

Transportation, Logistics, Supply Chain, and Storage