What are the responsibilities and job description for the Systems Operations Specialist L2 position at Bonduelle Americas?
- Department: Information Technology
- Reports to: Technical Support Manager
- Location: Jackson, GA
Bonduelle Americas is a certified B Corp inviting people to embrace a flexitarian lifestyle with an expanding portfolio of plant-rich products available in and beyond the produce aisle. We operate four facilities and employ nearly 3,000 Associates in the US.
Bonduelle Americas is a wholly-owned subsidiary of Groupe Bonduelle (BON.PA), an established global brand with more than 170 years of family heritage bringing the joy of plants to tables around the world. Globally, our ready-to-eat plant-rich food products are grown on 173,000 acres by our grower partners and marketed in nearly 100 countries. Our mission is to inspire the transition toward a plant-rich diet to contribute to people's well-being and planet health.
Join us at Bonduelle Americas for an opportunity to advance your career in a culture that places people first. As a valued member of our company, you will work in a mission-driven environment aimed at preserving the planet’s resources while providing healthy plant-based products to millions of consumers around the world.
Position Summary:
The Technical Support Analyst is responsible for providing day-to-day technical support to Bonduelle Americas employees across a range of hardware, software, and system platforms. This role serves as the first line of support—responding to, diagnosing, and resolving technical issues through direct discussion with users. The analyst troubleshoots problems, performs fault rectification, and escalates more complex issues when necessary. In addition, the position assists in hardware and software evaluations, recommends upgrades, and contributes to the continuous improvement of Bonduelle’s IT infrastructure.
This role requires a proactive, customer-focused professional who thrives in a fast-paced environment and ensures timely, effective resolutions that keep our teams productive.
Key Responsibilities:
- Provide day-to-day technical support for hardware, software, network connectivity, mobile devices, and enterprise applications.
- Diagnose issues through user discussion, remote access, and diagnostic tools; implement solutions or escalate as needed.
- Maintain and track support tickets, ensuring prompt resolution and clear communication with employees.
- Assist in hardware and software setup, deployment, and configuration across the organization.
- Support system upgrades, patches, and routine maintenance activities.
- Recommend improvements or upgrades to IT systems based on user feedback and technical assessments.
- Collaborate with IT colleagues to document processes, improve knowledge bases, and enhance support efficiency.
- Ensure excellent customer service, maintaining a professional, solution-oriented approach to user queries and concerns.
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 2–4 years of experience in IT support, help desk, or a related technical role.
- Working knowledge of Windows and/or Mac OS, Microsoft Office 365, Active Directory, and basic networking concepts.
- Strong troubleshooting and problem-solving skills with attention to detail.
- Excellent written and verbal communication skills.
- Experience with enterprise systems (e.g., ERP, cloud platforms, ticketing systems such as ServiceNow or Jira).
- Strong customer service orientation with the ability to communicate technical information clearly to non-technical users.
- Ability to work independently and collaboratively in a team environment.
- Results-oriented mindset with a proven track record of delivering solutions quickly and effectively.
- A passion for continuous learning and adapting to new technologies.
- Demonstrated ability to build positive working relationships across all organizational levels.