Field Services Engineer (SLT Support)

About the role

Lamb Weston is seeking an Executive Support Engineer to join our team at our HQ in Eagle, Idaho. As a member of the FSO Engineering team, the Executive Support Engineer role will be responsible for delivering a completely successful and secure end-to-end solution for any technology requests or issues coming from the Lamb Weston Senior Leadership team and Executive Staff.

Responsibilities

• Act as the SPOC for members of the ELT and their executive admins.
• Quickly and accurately resolve issues while instilling confidence and demonstrating a high degree of professionalism and customer service.
• Provide recommendations to Executives on the best use of Lamb Weston IT Services to meet their needs.
• Take ownership of all hardware and software issues identified by the Executive and provide well-articulated and business-oriented status updates on a regular basis.
• Provide excellent customer service and can diffuse heightened end-user sensitivity.
• Travel with Executives to off-site meetings and/or conferences, providing personal support throughout the event.
• Supports highly visible meetings such as Board of Directors and quarterly Earnings calls.
• Troubleshoot, diagnose, and apply logical solutions to resolve problems pertaining to Lamb Weston devices, network connectivity, printing, web conference and application usage for the Executive team.
• Lead and assist with root cause analysis (RCA) as it relates to systems and peripheral devices.
• Responsible for professionally dispatching work to internal IT teams for resolution where appropriate and following up to ensure completeness of tasks.
• Responsible for ensuring incidents are logged in ServiceNow to ensure activities can be analyzed and reported by the IT organization.
• Maintain confidentiality and privacy in all dealings with executives.
• Execute support while keeping security a priority.
• Provide off-hours support as necessary. Available to be on-call (24x7) for escalated requests occurring during non-business hours.

Qualifications

• Four-year college degree is preferred. Focus on computer science, information systems or a related field desired.
• 3+ Years of experience supporting end users and executives.
• Along with managing and deploying Desktop and Mobile devices, tools, and software with a focus on exceptional customer service and support required.
• Experience in a lead customer service role.
• Exceptional oral and written communication and customer service skills required.
• A high sense of urgency, adaptability, and flexibility in a fast-changing environment.
• Excellent problem-solving abilities including analytical, prioritization, and escalation.
• Knowledgeable of Microsoft Operating Systems, Apple iOS, Android, Office, Networking, Mobile Devices, and computer hardware.
• A+ and Network + certification is preferred.
• A basic understanding of networking technology (Wi-Fi, switches, LAN, etc.).
• Understanding of desktops, laptops, printers, and other peripherals.
• Ability to manage a 4-year technology refresh cycle.
• Ability to perform computer imaging.
• DHCP, DNS, IP Addressing, Windows Server 2016/2026 administration experience desired.