IT Support Administrator at Gildan in El Salvador

The Opportunity The IT Support Administrator is responsible for providing advanced technical administration and support for global enterprise platforms focused on user and endpoint management. This role ensures the stability, security, and optimal performance of IT services that directly impact business operations and end user experience. The position has a global scope and plays a key role in system standardization, process optimization, automation initiatives, and knowledge transfer within the global IT support organization. The IT Support Administrator acts as a senior technical escalation point and contributes to continuous service improvement aligned with global IT standards and security policies. The Role

Global End User Administration: Oversee the management of software and tools required for the global administration of desktops, laptops, mobile devices, accounts, and ticketing systems across all regions. Ensure that solutions are standardized and scalable to meet global needs. Create and update documentation for known issues and solutions with a global audience in mind and provide training to Level 1 and Level 2 support teams worldwide to ensure consistent support practices across all locations. Global Advanced Technical Support (Global LVL3): Handle escalated issues from Tier 2 across all global regions, requiring deep technical expertise, advanced troubleshooting, or elevated access privileges. Act as the final escalation point for unresolved issues worldwide, delivering solutions that require a comprehensive understanding of Gildan’s global IT infrastructure and environment, ensuring consistency and efficiency in issue resolution across all locations. Global IT Support Projects: Lead and participate in the planning, development, and execution of global IT support projects focused on enhancing IT services and infrastructure across all regions. Collaborate with cross-functional teams worldwide to implement new technologies, tools, and processes that boost the efficiency and capabilities of IT support on a global scale, ensuring consistency and alignment with Gildan’s global operations. Global Standardization and Automation of processes: Identify and standardize IT lifecycle processes across all regions to ensure global consistency. Develop and maintain documentation for known issues and solutions with a global scope. Identify advanced automation technologies that are compatible with Gildan’s global operations and integrate them seamlessly into existing systems worldwide to optimize efficiency and scalability. Global Analysis, Prevention and Prediction: Identify and address existing problems by analyzing patterns and behaviors in devices across all regions, conducting thorough root cause analysis of recurring issues to prevent future incidents and enhance system reliability on a global scale. Leverage the global ticketing database to predict upcoming issues and proactively reduce future problems worldwide, ensuring continuous impovement in IT support and system performance.

The Requirements

Education: Bachelor's degree in Computer Science, Information Technology, or a related field./ Similar experience managing global administration tools. Experience: 10 years of overall experience, Experience managing user environments multi-country, multi-sites. Complex Issue Resolution: Identifying and resolving intricate technical issues that require deep technical knowledge and analytical skills involving specialized experience in different IT Areas as Wintel, Telecom, CyberSecurity, DBA or others. System Interdependencies: Understanding and addressing problems involving multiple interconnected systems and applications that manage massive quantity of end user devices or accounts. Escalation Decisions: Determining when to escalate issues to higher-level IT support or other technical teams. Technical Recommendations: Making recommendations for system improvements or changes based on recurring issues and root cause analysis.