ICT Support Tech - Home office based

IRCA is a prominent international provider of finished goods and semi-finished ingredients for the confection, bakery, frozen dessert markets. They cater to retailers, CPG - food manufacturers and independent producers. The company's core product offerings consist of chocolate, chocolate and sweet decorations, inclusions and variegates for various end use markets.

Headquartered in Italy, IRCA was acquired by Advent International, a global private equity firm, in July 2022. The company has demonstrated a strong history of growth over the past decade. As part of its growth strategy, IRCA made two bolt-on acquisitions in 2022. They acquired Cesarin, a provider of candied fruits, and Anastasi, a supplier of pistachio ingredients. These acquisitions expanded IRCA's product portfolio and market reach.

More recently IRCA acquired the Kerry Sweet business, a leading manufacturer of sweet and cereal products in Europe and the US. The target company focuses on high-value specialty ingredients for the Food Manufacturers segment. Their product range includes sweet particulates, chocolate confections, baked inclusions, variegates, and fruit purées. This deal, successfully completed in March of 2023, is a transformative move for IRCA, establishing them as a global leader in the semi-finished ingredients industry.

With this acquisition, IRCA has a combined revenue of €1 billion in 2023 and a presence in 22 manufacturing facilities across Europe, the US, and Vietnam. This expanded manufacturing footprint and diversified product portfolio positions IRCA as a key player in the market, serving a wide range of customers in the bakery, pastry, and gelato sectors, as well as food manufacturers and retailers.

Purpose of Position:

We are looking for a talented and experienced ICT Support Tech who has hands on experience to support our growing organization in the Americas region. This is a full-time position home office based. Ideally, we are seeking someone open to traveling to our site in Union City, CA. and some nationwide travel as well.

As the ICT Support Tech, you will be the first and second line of support for the organizations IT operations. You will provide remote support for both plant users and remote users operating in the Americas region and occasionally to users in our EMEA and APAC regions. You will be responsible for handling initial incident and service requests for the IT department, and escalating requests when needed. You will facilitate the handling of outsourced tickets with our IT partners. You will support the organization’s users by performing troubleshooting techniques; maintaining services, applications and computer systems; and by procuring, configuring, and maintaining hardware and software assets. You will maintain clear and organized documentation on IT processes and procedures, incident resolutions, and applications and services. We are offering a great compensation package and long-term career growth potential.

Responsibilities

• Provide first and second line of support to users via ticketing system, email, phone, Microsoft Teams and through other channels as necessary
• Troubleshoot, diagnose, and resolve technical hardware and software issues
• Troubleshoot, diagnose and resolve or escalate network issues
• Route requests and incidents to the next level of support as needed
• Ensure security and privacy of networks and computer systems
• Maintain current and accurate inventory of all IT assets
• Run reports, analyze common issues and problems, and propose solutions to improve the services we provide to our users
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting within our knowledgebase
• Perform remote troubleshooting using best practices
• Follow-up with users to ensure issues are resolved
• Ensure security and privacy of networks and computer systems
• Ensure timely hardware delivery to all new hires
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting within our knowledgebase
• Suggest improvements on processes and procedures
• Additional responsibilities as assigned by management

Requirements

• High School Diploma, GED, or equivalent
• 2-4 years prior Tier 1 and Tier 2 IT Help Desk experience
• Comptia A+ and Comptia Network+ Certifications or equivalent work experience
• Proven hands on experience with diagnosing and resolving basic technical issues
• Excellent written & verbal communication skills
• Excellent problem solving skills
• Outstanding organizational and time management skills
• Ability to travel domestically

PREFERRED

• Proficient with Windows Server and Windows Desktop
• Proficient with Mac OS computers and iOS devices
• Experience with Infor M3, SAP ECC 6.0, and/or Sage 100 ERP
• Experience with Microsoft 365, Microsoft Azure, and Microsoft IIS
• Experience with Microsoft 365 Admin Center
• Experience with Active Directory and Azure AD
• Experience with network troubleshooting
• Experience installing and configuring server racks and hardware
• Experience with HP Aruba network switches and wireless access points
• CompTia Security+ or equivalent certifications a plus
• Fluency in Spanish a plus

Additional Qualifications for Success

• Equally keen on communication/interaction and analytical/technical problem solving
• Ability to work autonomously – organize, prioritize, and complete responsibilities with little to no oversight or guidance
• Strong work ethic with a desire to excel in all assignments and continually exceed expectations
• Strong ability to apply learned knowledge to new situations
• Superb ability to work collaboratively with users, team members, and suppliers
• Ability to adapt to change as needed to achieve objectives
• Strong passion for learning new technologies
• Proficient, organized, and passionate about learning new technologies and services.

Why Join us? Irca Group offers career growth opportunities as well as competitive compensation and benefits: Medical, Dental, & Vision, 401(k) matching, Paid Vacation, Sick Time, and Holidays, Employee Education Tuition Reimbursement Program

Salary Base Range of $50,000 – $70,000 for Employees Located in California* in addition to Annual bonus (based on the incentive program terms and conditions)

*The “base salary range” provided above is a good faith estimate of what we expect to pay for this position. The range provided is for California-based employees as Irca group is required by California State Law to post pay rates. Irca group reserves the right to pay outside of the given range based on a variety of factors including but not limited to candidate skills and experience, complexity of the job, budgetary factors, and location/geography. Irca group conducts regular reviews of compensation ranges and therefore reserves the right to alter this range at any given time.

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