22/06/22
The Woodlands

Westway Feed Products is North America’s largest manufacturer of liquid supplements for livestock, and a division of the global commodities trading company, ED&F Man. Westway Feed Products has office locations in New Orleans, LA and The Woodlands, TX, as well as 25 production facilities across the US, Canada, and Mexico.

Established in 1783, ED&F Man is an employee-owned agricultural commodities merchant with 6,000 people in 60 countries and annual revenue in excess of $8bn. We trade sugar, coffee, molasses, animal feed and pulses.

We have an exciting opportunity for someone to join us as a Desktop Support Engineer in either our New Orleans, LA or The Woodlands, TX office. The Desktop Support Engineer will provide expert level IT support and desktop services to the end user community. They will ensure that PC’s, telephones, and peripherals are deployed and operating smoothly to enable the business to function as necessary. The individual will provide support for the local office as well as remote support for the rest of the organization globally.

Responsibilities:

Below is a list of essential duties of this position. Other duties may be assigned as needed.

  • Manage the installation and maintenance of hardware and software including personal workstations, printers, mobile devices, multimedia displays, projectors, video conference system support
  • Deliver excellent level of technical resolutions related to Windows PC/Server, Microsoft Application, etc.
  • Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
  • Test, plan and supervise the deployment of new operating system releases, vendor patches, commercial software releases, and public domain software
  • Email account administration, i.e., account creation and management and distribution lists on Office 365
  • User account administration, i.e., account creation and management and password resets on Active Directory
  • Manage the diagnoses and repair of hardware. Contact appropriate service vendors when necessary. ​​​​​​
  • Recommend solutions, supervise and check that problems have been corrected and maintain records of work performed.
  • Document standardized user processes and procedures for the support knowledge base.
  • Asset Management of hardware and software inventory
  • Provide support for custom ED&F applications.
  • Educate and develop the IT skills to meet the requirement of desktop support team.
  • Advanced troubleshooting of PC and user facing issues.
  • Provide assistance and guidance to other members of the team
  • Willing to learn and support new IT solutions, whenever implement
  • Other duties as assigned by Supervisor or in Line Manager

Required Skills and Experience:

To perform the duties of this position successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below outline the knowledge, skills, abilities, and competencies that are required in this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

  • Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
  • Strong knowledge in Windows desktop operating systems, Microsoft Office, Patch Management, Anti-Malware, desktop/laptop imaging, anti-virus and inventory management tools. SCCM experience a plus
  • Strong understanding of PC hardware, software and peripherals. MAC experience a plus.
  • Understanding of TCP/IP networking principles.
  • Excellent problem-solving and multitasking skills
  • Experience working with remote support tools.
  • Working knowledge of managing tickets, follow up actions and close issues.
  • Ability to manage time and complete assignments alongside daily support issues.
  • Basic knowledge supporting IP based phone systems.
  • Outstanding communication skills to team and clients. Ability to motivate the team to adhere IT best practice and deliver outstanding customer.
  • Advanced working knowledge of configuring and trouble-shooting iOS and Android based mobile devices.
  • Strong customer service orientation, good written and oral communication skills in English, keen attention to details with strategic and holistic mindset, self – motivated and directed.
  • Experience and ability to facilitate one-to-one and group training sessions.
  • Ability to work in a fast-paced and changing environment, manage user expectations and potential risks
  • Customer-oriented attitude
  • Flexible and willing to work outside core business hours as required

Education Requirements

  • IT technical certifications or equivalent experience in relevant disciplines
  • Minimum of 3 years of working on a Help Desk or a Desktop Support as a Senior Technician.
  • Level 1 and 2 support
  • Ability to speak Spanish and other languages would be a bonus

Essential Behaviours

Here at ED&F Man we are guided by our five company values: Respect, Integrity, Meritocracy, Client Focus and Entrepreneurship. Our values are underpinned by a set of essential behaviours, which form part of our performance management approach. Delivering on our objectives is very much about ‘what’ we do, but these essential behaviours also provide a guide and measure for ‘how’ we do things. Our performance essentials are Take Initiative, Self‐Management, Deliver Results and Collaboration.

Equal Opportunities Statement

ED&F Man is committed to promoting equal opportunities in employment. All qualified applicants will receive equal treatment without regard to race, colour, sex, gender, age, religion or belief, ethnic or national origin, marital or civil partner status, physical or mental disability, military or veteran status, sexual orientation, gender reassignment (identity, gender expression), genetic information or any characteristic protected by local law.

Application Form