Field Services Engineer (SLT Support) Job at Lamb Weston (Eagle)

Job Description

Lamb Weston is seeking an Executive Support Engineer to join our team at our HQ in Eagle, Idaho. As a member of the FSO Engineering team, the Executive Support Engineer role will be responsible for delivering a completely successful and secure end-to-end solution for any technology requests or issues coming from the Lamb Weston Senior Leadership team and Executive Staff. This person will require a passion to work directly with people every day and deliver a high level of customer service. As a member of the Executive Support team, you will interface daily with executives, their admins, employees, IT infrastructure, endpoint technology, as well as other IT functions, to deliver excellent IT services. This role requires someone who is outgoing, has excellent communications skills, enjoys working as part of a team, can successfully multi-task, is technically fluent, and thrives on providing a world class level of service.

Job Responsibility

Responsible for acting as the SPOC for members of the ELT and their executive admins
Quickly and accurately resolving issues while instilling confidence and demonstrating a high degree of professionalism and customer service
Provide recommendations to Executives on the best use of Lamb Weston IT Services to meet their needs
Take ownership of all hardware and software issues identified by the Executive and provide well-articulated and business-oriented status updates on a regular basis
Provides excellent customer service and can diffuse heightened end-user sensitivity
Travel with Executives to off-site meetings and/or conferences, providing personal support throughout the event
Supports highly visible meetings such as Board of Directors and quarterly Earnings calls
Troubleshoot, diagnose, and apply logical solutions to resolve problems pertaining to Lamb Weston devices, network connectivity, printing, web conference and application usage for the Executive team
Lead and assist with root cause analysis (RCA) as it relates to systems and peripheral devices
Responsible for professionally dispatching work to internal IT teams for resolution where appropriate and following up to ensure completeness of tasks
Responsible for ensuring incidents are logged in ServiceNow to ensure activities can be analyzed and reported by the IT organization
Maintain confidentiality and privacy in all dealings with executives
Execute support while keeping security a priority
Provide off-hours support as necessary
Available to be on-call (24x7) for escalated requests occurring during non-business hours
Must remain flexible and organized and possess the ability to remain calm in an active, fast paced and changing environment
Maintain Standard Operating Procedures, policies, Service Level Agreements (SLAs), end-user training, and updates to the end user knowledge base

Requirements

Four-year college degree is preferred
Focus on computer science, information systems or a related field desired
3+ Years of experience supporting end users and executives
Along with managing and deploying Desktop and Mobile devices, tools, and software with a focus on exceptional customer service and support required
Experience in a lead customer service role
Exceptional oral and written communication and customer service skills required
Display a high sense of urgency, adaptability, and flexibility in a fast-changing environment
Possess excellent problem-solving abilities including analytical, prioritization, and escalation
Ability to work within multiple departments internal to IT
Planning skills
Knowledgeable of Microsoft Operating Systems, Apple iOS, Android, Office, Networking, Mobile Devices, and computer hardware
A+ and Network + certification is preferred
Basic technical understanding of networking technology (Wi-Fi, switches, LAN, etc.)
Ability to manage a 4-year technology refresh cycle
Understanding of desktops, laptops, printers, and other peripherals
Ability to perform computer imaging
DHCP, DNS, IP Addressing, Windows Server 2016/2026 administration experience desired
Ability to travel as needed
Firm understanding of AV equipment and collaboration tools (Microsoft Teams and Zoom)
Ability to lift 50 lbs.

What we offer

Health Insurance Benefits - Medical, Dental, Vision
Flexible Spending Accounts for Health and Dependent Care, and Health Reimbursement Accounts
Well-being programs including companywide events and a wellness incentive program
Paid Time Off
Financial Wellness – Industry leading 401(k) plan with generous company contributions, Financial Planning Services, Employee Stock purchase program, and Health Savings Accounts, Life and Accident insurance
Family-Friendly Employee events
Employee Assistance Program services – mental health and other concierge type services

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Field Services Engineer (SLT Support)

Job Description

Job Responsibility

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