Engineer, IT Support (Account Management)

$3 billion in sales, 12 countries, 50,000 employees, 5 brands, 1 common goal: to make apparel better. Better for the people who make our clothes, better for our world, better for you.

The IT Support Sn Technician is responsible for providing advanced remote technical support to GILDAN users globally, focusing on complex and critical issues that require specialized knowledge and elevated access privileges. The Global position is responsible for the onboarding, testing, and deployment of new automation technologies across all regions, as well as the responsible of the administration of massive end-user accounts in different systems, and IT support tools that impacts users globally. With the Highest privileges on the systems will be responsible of the account administration.

Major Responsibilities

•  Oversee the management of software and tools required for the global administration of 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.

• 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.

• 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 improvement in IT support and system performance.

• Perform internal audits to Account management processes, deep technical expertise and forensic, with elevated access privileges. Guarantee the daily operation compliance and supervise any daily operations of account creation, audit creations, departures, and modifications, responsible for account management KPI compliance and participate and be responsible of any audit related to account management, assist in any continuous improvement for account management.

• 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.

• Bachelor of Science (BSc)

• At least 3 years
• The applicants should have experience in the following business area(s): Computer Hardware/Network Companies, Garments, Multinational Companies, Software Company, Technical Infrastructure, Textile

• Age 25 to 35 years

• IT end user support experience.

• Customer Service oriented.

• Effective communication with end users and colleagues in the IT area.

• Oriented to the fulfillment of policies, procedures as well as the follow-up of the assigned tasks.

• Experience as Service Desk, Helpdesk or Network Support.

• Experience in remote support of IT problems and escalation of incidents to other IT Areas.

• Experience in Service Desk Platforms (Service-Now or similar)

• Strong understanding of IT Networking services (Internet Services, DNS, TCP/IP, WAN LAN SERVICES).

Help Desk, IT Help Desk, IT Support Service, Key Account Management, Relationship Management/ Key Account Management, Service and Support, Technical Support Engineer

• Transport Facilities / Allowance: Depends on availability

• Weekend: 2 days continuous weekend per week;

• Office Hours: 4:00 PM to 12:00 AM

• Service Benefit;

• Earn Leave Encashment;

• Leave Facilities:

  • Casual Leave;

  • Medical Leave;

  • Earn Leave;

  • Compassionate Leave;

  • Paternity Leave;

  • Wedding Leave;

  • Maternity Leave for Female;

  • Pilgrimage Leave;

• Other facilities will be provided as per company policy etc.

• Employment status: Full Time
• Workplace: Work at office
• Vacancies: 2
• Salary: Negotiable
• Job location: Dhaka (Gulshan)