About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">JOB SUMMARY</H2> </div><div><p>The global IT Field Services (ITFS) team is responsible for ensuring Neovia’s technical infrastructure is continuously available and reliable for the business across 100+ global facilities. Collaborates with end users, business and IT leadership to ensure proper system performance and availability. Diagnosing and general troubleshooting of end-user technology issues, escalating problems as required, are essential responsibilities.</p> <p><span>This global team consisting of approximately 20 engineers is distributed in the Americas, UK/EAME and the Asia Pacific. As a Field Services team member, the selected candidate will have primary responsibility for the continuous support of the facilities in their geographic area: Based full-time on-site in Greenfield, IN, but also providing support to other facilities in the Indianapolis area, with occasional travel to other states where applicable.</span></p> <p>.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">ADDITIONAL INFO</H2> </div><div><p>This global team consisting of approximately 20 engineers is distributed in the Americas, UK/EAME and the Asia Pacific. As a Field Services team member, the selected candidate will have primary responsibility for the continuous support of the facilities in their geographic area: Based full-time on-site in Greenfield, IN, but also providing support to other facilities in the Indianapolis area, with occasional travel to other states where applicable.</p> <p><strong>Supported Technologies: </strong></p> <ul> <li>Microsoft Windows 11</li> <li>Microsoft Office 365</li> <li>Microsoft SharePoint & OneDrive</li> <li>Microsoft Active Directory/GPO</li> <li>VOIP Handsets & Video Conferencing</li> <li>Azure Virtual Desktop</li> <li>Cisco and Unifi WAN/LAN/WLAN technologies</li> <li>Dell/Microsoft PC/Laptop endpoints and Thin Client (iGEL) hardware</li> <li>HP Laser Printers & Zebra Industrial Printers</li> <li>RF handheld scanning devices</li> <li>Apple IOS and Google Android</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">JOB RESPONSIBILITIES</H2> </div><div><ul> <li>Ensure availability, reliability, and supportability of IT infrastructure across Neovia facilities.</li> <li>Provide hands‑on 1st and 2nd line IT support locally and across the region as required.</li> <li>Manage and resolve incidents and service requests in line with the established Incident and Change Management processes.</li> <li>Troubleshoot and support wired and wireless LAN environments, including new installations and upgrades.</li> <li>Support and maintain site infrastructure technologies, including end‑user devices, networking, printers, RF/warehouse systems, telephony, and local servers.</li> <li>Execute IMAC activities (installations, moves, adds, changes) and support technology refresh initiatives.</li> <li>Work closely with service delivery teams, suppliers, and site stakeholders on support and project delivery.</li> <li>Participate in major incident response, escalation management, and root cause prevention activities.</li> <li>Build strong relationships with local leadership, acting as a local IT liaison and feeding business requirements back to central IT.</li> <li>Perform regular preventative maintenance activities (hardware checks, firmware updates, cabling inspections, asset health checks) to reduce incidents and improve service reliability.</li> <li>Support asset lifecycle activities, including deployment, decommissioning, and disposal of IT equipment.</li> <li>Participate in the national on‑call rota to provide out‑of‑hours support when required.</li> <li>Work is primarily sedentary. Sits comfortably to do the work; however, there may be some walking, standing, bending, or lifting item weighing up to 40 pounds</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">QUALIFICATIONS</H2> </div><div><p><strong>Required Skills and Experience:</strong></p> <ul> <li>Degree (BS/BA) in Information Systems or a related discipline, or equivalent practical experience.</li> <li>Minimum of 2 years’ hands‑on experience supporting IT infrastructure in a field or site‑based environment.</li> <li>Strong customer‑facing and communication skills, both written and verbal.</li> <li>Proven ability to work independently, manage priorities, and operate effectively in a decentralised environment.</li> <li>Experience working with support queues within a Help Desk or ITSM tool. (Service Desk Plus experience preferred).</li> <li>Strong troubleshooting skills across end‑user computing, including Windows 11 and Microsoft 365.</li> <li>Working knowledge of networking fundamentals, including switch and Wi‑Fi installation and support.</li> <li>Experience supporting RF technologies (handheld barcode scanners / mobile computers).</li> <li>Strong analytical and fact‑based problem‑solving skills.</li> </ul> <p><strong>Desirable Skills</strong></p> <ul type="disc"> <li>Experience supporting large‑scale or transformational IT initiatives.</li> <li>Exposure to Virtual Desktop and Thin Client technologies.</li> <li>Experience supporting unified communications and telephony solutions.</li> <li>Basic server support experience (e.g. hardware replacement, physical reboots).</li> <li>Experience working in a logistics or warehouse operational environment.</li> </ul> <p><strong>Additional Requirements</strong></p> <ul type="disc"> <li>Valid, clean driving licence and access to own vehicle for daily business use.</li> <li><span>Occasional domestic travel is required (typically up to 6- 10 trips per year)</span></li> <li>Core working hours are 8:00am–4:00pm, with flexibility required to support out‑of‑hours changes, installations, or on‑call rotation.</li> <li>Fluent English language skills.</li> </ul></div></div></div>