Job Description

Oldcastle APG, a CRH Company, is the leading provider of outdoor living solutions in North America with an award-winning portfolio that enables customers to Live Well Outside. Inspiring endless possibilities with enduring performance, its collection of premier building products create inviting outdoor spaces where people connect, reflect and recharge. The manufacturer’s signature brands include Belgard® and Echelon® hardscape and masonry materials; Barrette Outdoor Living® and MoistureShield® fencing, decking and railing; Sakrete® and Amerimix® packaged concrete and mortar; Techniseal® sands, jointing technologies and surface protectors; PebbleTec® pool finishes; plus popular brands of landscape and gardening materials.

Job Summary

The Network Operations Center (NOC) team is the initial contact point for receiving all system alerts. The NOC team is expected to respond to alerts using the Autotask ticketing system and the Vonage phone system for all calls, emails, and voicemails. The NOC team is the Support Center resource for inbound off-hours incidents and requests.

Job Responsibilities

• First Point of Contact: Serve as the initial point of contact for all IT-related inquiries, incidents, and service requests from employees
• Technical Support: Provide timely and effective technical support to resolve hardware, software, and network issues for end-users
• Troubleshooting: Diagnose and troubleshoot technical problems, including desktops, laptops, printers, and mobile devices
• Ticket Management: Service Now, manage and prioritize service desk tickets using our ticketing system, ensuring all issues are tracked and resolved within established service level agreements (SLAs)
• Documentation: Maintain accurate records of all service requests, resolutions, and troubleshooting steps taken for future reference
• User Training: Offer basic training and guidance to end-users on IT systems, applications, and best practices
• Software Installation: Assist with software installations, updates, and configurations on user mobile devices
• Security Compliance: Ensure compliance with IT security policies and protocols, including user access management and password resets
• Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services: hardware rollouts, refreshes, and other hardware deployment related activities on PCs, laptops, printers, POS devices, etc. 
• Install, maintain, and support the operation of network printers, Windows based workstations and laptops, and a nation-wide VOIP telecommunications system Provide 1st/2nd level Help Desk support
• Assist with the on boarding of new employees by ensuring that new user accounts and access is configured, and computers are setup. Ensure management of assets as part of the Onboarding and Off-boarding processes
• Responsible for managing events and IT security alerts such as Antivirus notifications, Software patches and Health status of IT infrastructure components

Job Requirements

• Provide support to end users in Spanish and English is preferred
• Must have a Diploma/Degree from a recognized IT program
• A+ certification & at least one certification from either Cisco or Microsoft
• 3+ years of deskside support experience
• 3+ years of IMAC experience doing hardware rollouts, refreshes, and other deployment related activities
• 3+ years of break-fix experience
• Have strong internetworking and troubleshooting skills
• Other vendor certifications from OEMs (Dell, Lenovo, HP) considered an asset
• Must be a self-starter and have the ability to manage multiple tasks
• Exceptional customer service skills
• Ability to work independently or as part of a team
• Ability to complete tasks effectively with minimal supervision
• Proficient in Windows 10 and Mac devices

What CRH Offers You

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• A diverse and inclusive culture that values opportunity for growth, development, and internal promotion

About CRH

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.

If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest!

Oldcastle APG, a CRH Company, is an Affirmative Action and Equal Opportunity Employer.

EOE/Vet/Disability--If you want to know more, please click on this  link . 

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