IT Support Center Analyst

The Global IT Operations group work as a dynamic team in a fast-paced environment to provide essential support services for the Ritchie Bros. organization. The Global IT Operations group is responsible for ensuring work place productivity and enterprise collaboration for the company worldwide. Support is provided over the phone, through email, through our self-service portal or directly in person. IT Operations staff also travel to Ritchie Bros. sites around the world to provide regular preventative maintenance visits, IT support for new site builds or renovation activities involving IT infrastructure.

The IT Support Center Analyst will be based in the European Head office in Breda, The Netherlands and will provide 1st and 2nd level end-user support by phone, email and in person, and will be responsible for onsite maintenance services, support during sales, day to day operational tasks and service delivery. This individual will apply proven communication, analytical and problem-solving skills to help identify, communicate and resolve malfunctions and make the appropriate recommendations in order to ensure the effective and efficient running of IT systems at the auction sites.

Note: This role involves rotational shifts and occasional overtime work. Additionally, this role involves lifting and transporting of moderately heavy objects, such as computers and peripherals and sitting for extended periods of time. Travel to auction sites may be required.

• Effectively respond to requests for technical assistance in-person, via phone, and/or electronically and advise users on the appropriate action to be taken
• Diligently log, track and monitor detailed information, about all IT Operations interactions and requests using our ITSM tool
• Work with the 2nd and 3rd level IT staff to solve issues related to Ritchie Bros. application systems, infrastructure and associated software products
• Communicate effectively and professionally with all levels of the company and ensure that their expectations have been managed
• Prioritize work queues and monitor urgent incidents to ensure timely resolution
• Diagnose and resolve technical hardware and software issues or redirect issues to appropriate resources if required
• Document issue resolutions
• Pro-actively research questions using available information resources
• Advise users on appropriate actions to take
• Adhere to and follow standard IT Operations procedures
• Identify and escalate situations that require urgent attention according to the Operations standard operating procedures for incident management
• Configure and test outgoing workstations, new system configurations, applications, etc.
• Investigate and use a knowledgebase to find the correct solution
• Contribute to knowledge articles about the resolution of incidents
• Performs regular preventative maintenance on all site IT equipment

• IT-related education or industry certification
• ITIL certification or industry knowledge preferred
• A minimum of three (5) years’ experience, preferably in a similar IT Support/Operations position
• Functional knowledge of Windows and Mac computer support
• A proven commitment to provide excellent customer service
• Excellent phone etiquette
• Strong problem-solving skills and the ability to think practically
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to effectively communicate IT-related issues to non-IT customers in English
• Excellent English writing, speaking, listening, and interpersonal communication skills
• A highly organized, detail-oriented and diligent individual who is able to multi-task effectively in a fast-paced environment
• Experience working effectively in a team-oriented, collaborative environment
• Highly self-motivated and self-directed individual
• Rotational on-call work.