About Martin Brower

Martin Brower is dedicated to being the leading Supply Chain Solutions provider for restaurant chains around the world, creating an outstanding work environment for our employees and delivering unmatched value for our customers while protecting their brands. Martin Brower is part of the Reyes Holdings family of businesses which is one of the largest privately held companies in the U.S.

Martin Brower has been in business for over 60 years and has grown to a multi-billion dollar company. We are a world class team of 9,000 employees located in 19 countries.

Our values drive our culture of People First, which is focused on the safety and wellness of our people and we work diligently every day to support this core value.

We set the highest standards of honesty and integrity and pride ourselves in being a true partner with our customers, suppliers and our communities protecting their brands every step of the way.

Our company could not exist without strong communities. We do our part in making them stronger and believe it is important to provide opportunities for those looking to challenge themselves and serve as ambassadors in their communities.

Imagine a workplace where strong leaders empower a culture where employees strive to deliver unmatched performance, innovation, and engagement.

Position Summary:

The IT Support Analyst will provide support for business-critical applications and devices while making independent business critical decisions based on their experience and expertise.  This position is accountable for resolving highly complex computing, networking, and application issues at a local and Global IT level. The IT Support Analyst will identify and solve common, recurring issues and escalate as appropriate.  This position will also be responsible for the supporting, implementing and enforcement of Martin Brower IT Policies, and will interact with Corporate and Global IT support and resolution teams daily.  The ideal candidate is an experienced IT professional with a solid background and education in IT, an independent decision maker and risk taker, with a goal to advance in their career.

Position Responsibilities may include, but not limited to:

Independent issue resolution for support incidents, demonstrating consistent ability to own issue resolution from start to finish, including making business critical decisions that may affect the immediate abilities of groups of users or a distribution center’s capabilities to continue business.

Able to attend priority 1 or 2 business impacting or business outage support conference calls and make sound business critical decisions that may affect operations, transportation, order processing, finance or other business functions.

Learn and keep up to date with rapidly changing business applications and hardware, as well as participating in decision making for purchasing and implementing hardware and software.

Assist in solving issues for distribution center/call center customers with business applications including ERP and WMS including other Martin Brower and Reyes Holdings application portfolio through personal knowledge and by working with other application teams.

Monitoring and troubleshooting standard, aligned infrastructure, including:

Personal computing devices (laptops, desktops, etc.)

Network equipment (switches, routers and access points)

Material handling equipment (MHE) technology

Handheld device support (Vocollect Headsets, XRS tablets, PDA devices (FUTURE), etc.)

Printers (laser, thermal, line, copiers, etc.)

UPS units

Lead and support laptop deployment and related technology packs, as needed, in alignment of agreed IT procurement processes.

Ability to recognize, define and document resolutions and repeatable fixes for frequent issues that will be published to the team and Level 1 support.

Document and escalate issues to appropriate IT technology, infrastructure and application groups via standard processes and business leadership.

Participate in an off-hour on call rotation.

Leverage recurring incident and ticket metrics to identify recurring and actionable issues.

Creation of training documents, if necessary, and training of peers and end-users.

Perform site audits and asset management, annually or as needed

Maintain awareness of IT trends, technology, and regulations that could impact company and identify risks and issues.

Attend Reyes Holdings IT change control and other infrastructure related meetings and identify, approve, or deny change requests control that could have possible impacts to the business.

Responsible for asset management, to include maintaining current inventory of devices, tracking devices, reclaiming devices no longer in use, and aligned procurement and spend company expense and capital funds.

Interact and manage incidents with 3rd party vendors for support.

Independently run small projects, leading application, infrastructure and business resources utilizing the SDLC model including resource and budget management.

Demonstrate self-confidence while showing respect and support to others.

Independently develop and nurture strong and appropriate relationships with business and technical partners as well as customers in order to advance system efficiency and overall IT perception and support.