Engineer, IT Support

Gildan is a leading manufacturer of everyday basic apparel, with a strong portfolio of brands, including Gildan®, Hanes®, Comfort Colors®, American Apparel®, ALLPRO™, GOLDTOE®, Peds®, Bali®, Playtex®, Maidenform®, Bonds®, as well as Champion® which is under an exclusive licensing agreement for the printwear channel in the U.S. and Canada.

Gildan owns and operates vertically integrated, large-scale manufacturing facilities which are primarily located in Central America, the Caribbean, North America, and Asia. Gildan operates with a strong commitment to industry-leading labour, environmental and governance practices throughout its supply chain in accordance with its comprehensive ESG program embedded in Gildan's long-term business strategy. Together with our global team of dedicated employees, Gildan is united in its vision of Making Apparel Better®. Discover the full scale of Gildan and prepare to be surprised at gildancorp.com.

The IT Support Engineer 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 technologies across all regions, as well as the responsible of the administration of massive end-user management systems, and IT support tools that impacts users globally. Must analyze trending and patterns on the ticketing to predict and prevent future problems as well oriented to the deployment of the automated solutions which simplify the IT Support and their interaction with IT. 

The Roles

• 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 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.
• 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. 

The Requirements

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field./ Similar experience managing global administration tools
• Bilingual 100% English- Spanish
• Experience: Approximately 5 years of experience required managing user environments multi-country, multi-site  
• 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. 

• Únete a un líder en la manufactura de prendas de vestir con sólidos estándares de seguridad y medio ambiente.
• Forma parte de un lugar de trabajo diverso con actividades divertidas.
• Aprovecha oportunidades continuas de formación.
• Disfruta de nuestros atractivos paquetes de beneficios.

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Gildan is a leading manufacturer of everyday basic apparel, with a strong portfolio of brands, including Gildan®, Hanes®, Comfort Colors®, American Apparel®, ALLPRO™, GOLDTOE®, Peds®, Bali®, Playtex®, Maidenform®, Bonds®, as well as Champion® which is under an exclusive licensing agreement for the printwear channel in the U.S. and Canada.

Gildan owns and operates vertically integrated, large-scale manufacturing facilities which are primarily located in Central America, the Caribbean, North America, and Asia. Gildan operates with a strong commitment to industry-leading labour, environmental and governance practices throughout its supply chain in accordance with its comprehensive ESG program embedded in Gildan's long-term business strategy. Together with our global team of dedicated employees, Gildan is united in its vision of Making Apparel Better®. Discover the full scale of Gildan and prepare to be surprised at gildancorp.com.