Technical Services Analyst

Make a Difference in YOUR Career!

Our vision is both simple and ambitious: to put our drinks on every table.  

We are the leading global independent beverage solutions provider. We serve a broad range of national and international retailers as well as Global, National and Emerging (GNE) brands. Our products are distributed worldwide from our production sites in Europe, North America, and Australia. Although our own branding may not appear on the labels of the beverages we produce, there is a good chance you are reading this while sipping one of our drinks.

Our ambition is to continually improve and it’s what keeps us at the top of our game. We are solutions-based. We are innovative.  We seek out new challenges and conquer them.  This is our company ethos, but it’s our people’s too: Refresco is at the cutting edge of a fast-moving industry because we have passionate people pushing the boundaries of what’s best.

Stop and think: how would YOU put our drinks on every table?  

Position Description

The IT Technical Services Analyst is responsible for providing technical support, managing IT services, and ensuring the smooth operation of technology systems within the organization. This role focuses on monitoring, troubleshooting, and resolving technical issues across various platforms, including hardware, software, network infrastructure, and enterprise applications. The IT Technical Services Analyst plays a crucial role in ensuring high availability, performance, and security of IT services while maintaining exceptional levels of customer satisfaction.

Essential Job Functions:

Technical Support & Troubleshooting:

• Serve as the first point of contact for technical support inquiries, providing support to internal employees and external clients.
• Diagnose and resolve hardware, software, and networking issues in a timely and efficient manner.
• Provide technical troubleshooting for desktops, laptops, mobile devices, servers, printers, and other peripherals.
• Utilize remote desktop tools and ticketing systems to manage and resolve incidents, escalating issues to higher-level support when necessary.
• Ensure that all reported incidents and service requests are accurately logged, tracked, and closed in accordance with service level agreements (SLAs).

System Administration & Maintenance:

• Perform routine maintenance tasks, including software updates, patch management, and system backups.
• Manage user accounts, permissions, and access rights in Active Directory and other identity management systems.
• Maintain the organization's IT infrastructure, including servers, network devices, storage systems, and cloud-based platforms.
• Support the deployment and configuration of enterprise software and business applications.
• Monitor system performance, uptime, and capacity, addressing potential issues proactively.

Security & Compliance:

• Ensure that all systems and devices adhere to company security policies, procedures, and industry standards.
• Assist with the implementation of security measures, such as firewalls, antivirus software, and encryption tools.
• Collaborate with cybersecurity teams to address vulnerabilities, data breaches, and security incidents.

Collaboration & Training:

• Work closely with other IT teams, including network engineers, application support, and security teams, to resolve complex technical issues.
• Provide technical guidance and training to end-users to improve their understanding and use of IT systems.
• Collaborate with vendors and third-party service providers to support the delivery of IT services.

Project Support & Implementation:

• Assist with IT projects, including system upgrades, migrations, and the implementation of new technologies.
• Provide input on project planning and execution, ensuring that technical requirements are met.
• Collaborate with cross-functional teams to support business initiatives that require technical services.
• Work flexible hours upon request for on-call rotation service periods 

Required Skills:

• Knowledge of networking concepts such as TCP/IP, DNS, DHCP, and VPN.
• Excellent problem-solving skills and attention to detail.
• Strong verbal and written communication skills.
• Ability to manage multiple tasks, prioritize work, and meet deadlines.
• Familiarity with security tools such as firewalls, endpoint protection, and data encryption solutions.
• Basic scripting skills (e.g., PowerShell, Bash) to automate common tasks and configurations.
• Customer-focused mindset with a strong desire to resolve issues promptly and effectively.
• Ability to work both independently and as part of a collaborative team.
• Strong organizational skills with a focus on accuracy and attention to detail.
• Proactive in identifying and solving problems before they escalate.
• Willingness to continuously learn and stay updated on emerging IT technologies.

Education and Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 2 years of experience in IT support, technical services, or system administration.
• Strong knowledge of operating systems (Windows, macOS, Linux) and enterprise software applications.
• Experience with IT service management tools (e.g., ServiceNow, Jira Service Desk, EasyVista).
• Proficiency in troubleshooting hardware, software, and network issues.
• Hands-on experience with Active Directory, Group Policy, and user management.
• IT certifications such as CompTIA A , ITIL Foundation, Microsoft Certified: Azure Fundamentals, or equivalent.
• Experience with cloud services (e.g., Azure, AWS, Office 365) and virtualization technologies (e.g., VMware, Hyper-V).
• Experience working in an ITIL or ISO 20000-certified environment.

Working Conditions:

• Physical Demands– Continuously sitting for prolonged periods, as the job is administrative in nature.
• Visual/Sensory – This position requires attention to detail, requiring attention with one or two senses at a time.
• Work environment – Work and environment fasted paced, requiring ability to remain focused under pressure.
• Mental Stress – There is pronounced pressure from deadlines, project management, accuracy or similar demands.

Travel Requirements:

• N/A

Physical Requirements:

• Visual/Sensory – This position requires attention to detail, requiring attention with one or two senses at a time.

Other Duties:

• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

A Career with Refresco 

Refresco Beverages US Inc. offers the following competitive pay and comprehensive benefits:    

• Medical/Dental/Vision Insurance    
• Health Savings Accounts and Flexible Spending Accounts  
• Life and AD&D Insurance, critical illness, hospital indemnity, and accident insurance 
• Short-term disability and long-term disability   
• Pet Insurance  
• Legal Benefits  
• 401(k) Savings Plan with Company Match  
• 12 Paid Holidays  
• Vacation Days and Paid Sick Time Off Days
• Well-being Benefit 
• Discount and Total Reward Programs   

Join Refresco TODAY and enjoy a rewarding CAREER!   

Any employment agency, person, or entity that submits a résumé to this career site or a hiring manager does so with the understanding that the applicant's résumé will become the property of Refresco Beverages US, Inc.  Refresco Beverages, US Inc., will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person, or entity.  

Employment agencies that have agreements with Refresco Beverages US, Inc., and have been engaged in a search shall submit a résumé to the designated Refresco recruiter or, upon authorization, submit a résumé to this career site to be eligible for placement fees.  

Refresco Beverages US Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, gender expression, Veteran status, or any other classification protected by federal, state, or local law.