IT Technical Support Analyst

About Tirlán

Tirlán, formerly known as Glanbia Ireland, is a world-class food and nutrition co-operative, with a diverse portfolio of quality ingredients, leading consumer and agri brands.

A talented team of over 2,100 people manage Tirlán’s network of 11 production facilities and 52 agri retail outlets serving its communities with annual revenues of over €3 billion expected in 2022. Tirlán’s state-of-the-art headquarters in Kilkenny city and innovation centre in Ballyragget promote innovation, creativity and collaboration. Tirlán is committed to sustainability throughout the organisation through its comprehensive Living Proof programme, and the Science-Based Targets initiative (SBTi) contained within it. For more information visit

Role Profile

Working within the Tirlan Infrastructure South Team, the Tirlán IT Technical Support Analyst will be responsible for ensuring the Belview Plants IT services are managed and maintained in line with our internal... policies and procedures. The role will be required to monitor and action user service requests and resolve incidents on the ground as they occur, along with responsibilities for ensure the technologies on site are maintained in line with our security compliance procedures. The role will report to the Infrastructure South Manager.

Key Responsibilities

IT Service Management
Hardware build of desktop & laptops to Tirlán standard builds and working with the Tirlán Infrastructure team to install the required applications. Software deployment of Tirlán standard builds to clients. Participate in the build and Installation of technology infrastructure on the manufacturing environment. Implement Disaster recovery solutions and test the DR procedures Implementation of security patching across the estate Security compliance reporting Support both Applications and PMO via the service catalogue Manage Physical infrastructure across Tirlán to ensure secure and compliant services Review ITSCM risk log on a regular basis Ensure Backups are operational for P1 services and critical data Reporting on support performance in line with IT Service Level Agreements Performing and documenting system health checks. Creating and updating system architecture documentation and asset inventories. Adhering to site operational procedures Assist with the administration of Active Directory and group policy in the Process Domains and integration of Active directory accounts with OT applications Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support

Incident Management, Change & Release Management
Registering all user support calls in the Call Management System Provide first, second and third Line support as required for Tirlán Infrastructure environment Process Incidents / Service Requests as required Process Change Requests across all Tirlán Infrastructure Services utilising the five phases of change Collaborate with key stakeholders Work with Team on Major Incidents when required Execute release requests in line with the agreed release process Support release Go live requests where required Supporting changes and physical troubleshooting of the Tirlán LANs, including active Network components. Liaising with external third party Service Providers for Incident, Change and Release Mgt support. Ensure Service Desk tickets are kept up-to-date and accurate and also ensure that all notes and associated information relating to calls are added to the system in an appropriate manner

Project Support
Participate as required for Tirlán Infrastructure support on Business Projects Participate in identification and understanding the business requirements and objectives for the relevant project’s Support IT steam utilising vendors to execute deliverables to ensure successful implementation Execute technical tasks when required Ensure relevant documentation is updated accordingly and stored centrally Ensure proposed solutions are approved by GBS aligning with the Group Infrastructure strategy where defined. Support all Tirlán Infrastructure solution proposals/submissions to the Glanbia ARB.

Knowledge Management, Problem Management, Capacity & Availability
Drive continuous improvement and encouraging innovation Support the hand Over of New Tirlán Infrastructure services to the infrastructure support team via Knowledge process Proactively identify and resolve recurring Incidents Contribute to Tirlán Infrastructure Capacity & Availability tasks / issues Support Tirlán Infrastructure alignment with GI Applications team

Additional information
Working hours may flex to meet the business requirements. Out of Hours Support is required and inclusion in the OOH team rosters. Out of hours work as required to complete assigned tasks. Deliver all work in compliance with agreed corporate and best practice documentation and methodology standards. These include financial procedures, project management methodology, quality assurance, health and safety regulations, Provide support to user community and to other department members to ensure the highest level of service Support the implementation and maintenance of industry standard development and IT service delivery methodologies across the Tirlan Infrastructure estate.

Key Requirements
A relevant third level IT qualification, with five years relevant experience Focused on and driven to provide the highest quality of professional customer service Highly developed verbal and written communication skills Ability to work both as part of a team and independently in completing tasks Proven planning, organising and prioritisation skills Ability to remain calm under pressure and instil confidence in end users Creative and effective problem-solving skills Eager to self-learn Experience working on infrastructure projects in a manufacturing environment. Experience working with VMware, Windows, Symantec, VEEAM, SQL Experience working with OT applications such as SCADA, PLCs, OPCs MCP/MCSE/CCNA / ITIL Foundation would be advantageous but not necessary. Enjoys working in a fast-paced, innovative environment where the focus is on continuous improvement and the challenge to make it better Adaptable and flexible in approach to work and working hours possessing the ability to manage one’s own time and work on own initiative Requirement to provide out of hours support A curious mindset to look beyond and takes the initiative to implement process improvements Demonstrates ownership and responsibility for own development Full clean drivers licence required as the successful candidate will be required to work from other sites on occasion, as is necessary

If you are interested in this position, please apply with an up-to-date resume.

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Commitment to Diversity & Inclusion
Tirlán embraces diversity, equal opportunity and inclusion. We are committed to building diverse teams where different perspectives drive innovation and growth. We strive to create an inclusive workplace where people can bring their true self to work and achieve their full potential.

At Tirlán, we celebrate diversity, because we know that our individual strengths make us stronger together. We welcome and encourage interest from a wide variety of candidates, and we will give your application consideration, without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, or disability status.

At Tirlán our culture will celebrate individuality, knowing that together we are more.

Tirlán owns leading consumer and agri brands such as Avonmore, Kilmeaden Cheese, Millac, Solmiko, Truly Grass Fed, Premier Milk, Wexford, and GAIN Animal Nutrition.

About us:

The farmer-owned co-operative has a first-class track record of success in the global market. Rooted in a rich heritage of family farming and embedded in its communities, Tirlán has evolved to bring the passion of its farmers and their high-quality milk and grains to the international marketplace. Using modern-day technology and applying the best processes to its milk pool of three billion litres and its premium grains portfolio, Tirlán now exports to more than 80 countries. Its award-winning brands are household names in Ireland, and include Ireland’s number one consumer dairy brand, Avonmore.

The organisation draws on a wealth of experience to deliver exceptional products and tailored nutritional solutions including Kilmeaden, Wexford, Truly Grass Fed, Solmiko, CheddMax and GAIN. Tirlán has a strong market presence in the UK, France, Germany, UAE, the US, North Africa, Japan and China.

Tirlán is a Values Based Organisation
Gorteens Belview Port County Kilkenny

Salary Criteria