Field Engineer II - IT

About RYAM

RYAM is a global leader of cellulose-based technologies, including high purity cellulose specialties, a natural polymer commonly found in filters, food, pharmaceuticals and other industrial applications. The Company also manufactures products for paper and packaging markets. With manufacturing operations in the U.S., Canada and France, RYAM employs approximately 2,500 people and generates approximately $1.4 billion of revenues. More information is available at ​https://ryamglobal.com

RYAM’s intellectual property and manufacturing processes have been developed over 90 years, resulting in unique properties and very high quality and consistency. RYAM is consistently ranked among the nation’s top 50 exporters and delivers products to 79 ports around the world, serving customers in 20 countries across five continents.

At RYAM, we’re shaping the future of talent.

RYAM has a specific purpose…to be the world’s leading manufacturer of renewable products, including paper, packaging, and high purity cellulose. We want smart, innovative people who can find new ways to solve challenging problems. We need talented professionals across multiple disciplines who want to contribute to the company’s mission and advance its vision, while also shaping its future.

How you’ll shape the future of the IT group:

• Top Configure, repair and maintain computer environment by analyzing requirements, resolving problems, and installing hardware and software solutions; (e.g. desktops, laptops, phones, projectors, cameras, printers, servers and other devices, etc.).
• Administer and support enterprise endpoint management solutions, including device provisioning, software deployment, patch management, compliance, and lifecycle management through platforms such as Microsoft Intune, Windows Autopilot, SCCM, and related technologies.
• Support mobile and desktop telephony environment.
• Support layer 2 and 3 systems assisting with the Networking team.
• Installs, configures, tests, monitors, maintains, and troubleshoots infrastructure systems assisting with the infrastructure team.
• Provide advanced support services in troubleshooting complex security/network/server issues identified through monitoring systems or through customer notification.
• Assist with new applications and enhancements to existing infrastructure systems based on best practices, assisting with the infrastructure team.
• Work with IT and business team members, stakeholders to define business requirements and systems requirements analysis.
• Support integration needs related to security, servers, databases, email, print and backup systems and their associated programs, assisting with the infrastructure team.
• Create and maintain documentation as it relates to systems configuration, processes and support needs. (Security, Network and Infrastructure)
• Provide technical support and assistance in all areas related to information technology.
• Troubleshoot and resolve problems by conferring with customers by phone, in person or remotely; both technical and non-technical.
• Preventative maintenance on hardware (e.g. computers, projectors, switches, etc.).
• Compose documents (e.g. SOP, practices and processes, instructional, etc.) for the purpose of documenting events, standardizing, providing and/or requesting information.
•  Contribute to team effort by accomplishing results and sharing related information with team members as needed.
• Ability to balance duties working in an office and manufacturing environment.
• Technical facility and infrastructure support; resolving issues with minimal guidance.
• Ability to support remote offices that may require travel on short notice.
• Ability to cover team members at other locations.
• Troubleshoot complex hardware/software issues in an office and manufacturing environment.
• Assist Infrastructure/Operations, Security and Networking Teams to resolve server and network related issues.
• Maintain inventory of equipment and supplies (e.g. computers, laptops, peripherals, phones, cords, cables, batteries, switches, etc.) and ensure availability of required items.
• Monitor the progress of assigned tasks for the purpose of ensuring timelines are met in a ticketing system.
• Ability to work a rotational on-call schedule as required.
• Mentoring and training junior team members.
• Research and recommendation of new technologies and solutions.
• Acquire new skills in cybersecurity, networking, cloud computing and virtualization.

You’ll be someone who can bring:

• 7+ years of progressively responsible experience in Field Services, Systems Analyst, Field Engineer or related IT roles preferred.
• Experience administering Microsoft endpoint management technologies such as Intune, Autopilot, SCCM, or equivalent enterprise management platforms.
• Knowledge of PC hardware, operating systems and associated peripheral and software components.
• Knowledge of Microsoft 365 technologies, Entra ID, networking fundamentals, voice and data communications, server infrastructure, cloud-based services, and cybersecurity principles.

EOE/Vet/Disability