IT Support Technician II

The Company

Imerys is the world’s leading supplier of mineral-based specialty solutions for the industry with €3.8 billion in revenue and 13,700 employees in 54 countries in 2023. The Group offers high value-added and functional solutions to a wide range of industries and fast-growing markets such as solutions for the energy transition and sustainable construction, as well as natural solutions for consumer goods. Imerys draws on its understanding of applications, technological knowledge, and expertise in material science to deliver solutions which contribute essential properties to customers’ products and their performance. As part of its commitment to responsible development, Imerys promotes environmentally friendly products and processes in addition to supporting its customers in their decarbonization efforts.

The Position

IT Support Technician II

Job Summary

Position Overview:

We are seeking an experienced IT Level 2 Technical Support Specialist to join our global mineral mining company. This role is pivotal in ensuring smooth IT operations, providing advanced technical support, and contributing to the management of IT infrastructure and systems. The ideal candidate will possess strong expertise in endpoint management, Google Workspace, ServiceNow, and ITIL 4 practices and will work closely with cross-functional teams to maintain high service standards across the organization.

Key Responsibilities:

Technical Support and Troubleshooting

• Provide Level 2 technical support for hardware, software, and network issues to employees across global locations.

• Resolve escalated tickets efficiently and accurately using ServiceNow.

• Act as a point of escalation for Level 1 support and liaise with Level 3 teams when necessary.

Endpoint Management

• Manage and maintain endpoint devices (desktops, laptops, mobile devices) using tools like BMC.

• Perform software installations, updates, and troubleshooting for endpoint devices.

• Ensure compliance with security standards and enforce endpoint management policies.

Google Workspace Administration

• Support and maintain the organization’s Google Workspace environment, including Gmail, Drive, Calendar, and other collaborative tools.

• Manage user accounts, permissions, and access controls in line with company policies.

• Provide training and troubleshooting support to users on Google Workspace tools.

ServiceNow and ITIL 4 Practices

• Use ServiceNow to track and manage incidents, service requests, and problem tickets.

• Follow ITIL 4 frameworks to ensure consistent and efficient IT service management.

• Contribute to the improvement of IT processes, including incident management, change management, and problem management.

Infrastructure and Systems Support

• Assist with managing network devices, servers, and cloud environments as required.

• Support remote connectivity and VPN solutions for a global workforce.

• Collaborate with IT teams to execute system upgrades and deployments.

Documentation and Reporting

• Document processes, troubleshooting steps, and solutions in the knowledge base.

• Generate and analyze reports on IT service metrics to identify trends and areas for improvement.

Qualifications and Experience:

Required

• Proven experience in a Level 2 IT Support role in a global or enterprise environment.

• Hands-on experience with endpoint management tools (e.g., Intune, SCCM).

• Proficiency in managing and troubleshooting Google Workspace (formerly G Suite).

• Expertise in using ServiceNow for IT service management.

• Strong understanding of ITIL 4 principles and their application.

• Experience with network troubleshooting, remote access tools, and system administration.

Preferred

• Certifications such as Google Workspace Administrator, ITIL Foundation, or Microsoft Endpoint Manager.

• Exposure to cloud environments like AWS or Azure.

• Knowledge of security practices related to endpoint and system management.

Skills and Attributes

• Excellent problem-solving and analytical skills.

• Strong communication and interpersonal skills to collaborate with global teams.

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

Position Type

Full time

and

Permanent

Only technical issues will be monitored through the below inbox:

recruiting.support@ imerys.com

PLEASE DO NOT SUBMIT RESUMES OR APPLICATIONS TO THIS EMAIL, AS THEY WILL NOT BE REVIEWED. 

To ensure fairness and legal compliance in our recruitment processes, only applications received through the online application process will be considered. 

IMERYS is an Affirmative Action and Equal Opportunity Employer and it is our policy to not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state or local laws.