The Enviva team is driven by our shared vision for a renewable energy future. We are a fast-growing, purpose-driven, global energy company specializing in delivering sustainable wood bioenergy solutions. We are the world’s largest producer of sustainable wood pellets, which provide a low-carbon alternative to fossil fuels.
Job Purpose
Enviva is actively seeking a proficient Regional Support Specialist II. This role is pivotal in providing comprehensive technical assistance across Enviva’s plants, ports, and personnel. The responsibilities encompass, but are not limited to, diagnosing and rectifying issues within Windows 11 and Apple devices across a variety of hardware vendors.
The specialist will cater to the IT requirements of our internal customers through remote access and desk-side support. This includes the installation of hardware and software, along with addressing other IT-related concerns. The role also involves meticulous ticket documentation and conducting quality assurance checks on assigned tickets.
Additional duties include the maintenance of scale and kiosk systems, among other related tasks. The incumbent will collaborate as part of a team to ensure that tickets are resolved within our established Service Level Agreement (SLA) guidelines, while working independently to support the scale and kiosks systems. The Regional Support Specialist II will operate under the Director of IT Service Operations' supervision.
Responsibilities
- Apply the best ITIL methodologies to offer application assistance to our users. This includes troubleshooting problems within Microsoft Windows, Microsoft cloud admin systems, basic network & security issues, along with other operating systems and applications.
- Evaluator of potential systems application, hardware, and software integrations.
- Tasked with the technical responsibility of diagnosing and resolving issues related to Office 365 / Exchange ActiveSync on mobile platforms.
- Accountable for the technical enforcement and execution of IT policies, procedures and security protocols.
- Serves as escalation for Tech I and Tech II personnel
- Responsible for the upkeep and management of scale and kiosk systems. This includes both the hardware and software components, specifically tailored for use in our plants and ports.
- Accountable for the technical documentation of major plants and ports incidents, including detailed troubleshooting procedures and their subsequent resolutions, within our incident management platform.
- Responsible for the technical execution of hardware and software installations, upgrades and Configurations at plants and ports.
- Tasked with the technical delivery of both remote and on-site troubleshooting services to rectify hardware and software issues across a range of devices including laptops, desktops, multifunction printers and other pertinent devices, as necessary.
- Provide technical solutions and forecast of preventive measures to address various IT challenges.
- Setup and configuration of various mobile devices, including iPhones and iPads.
- Function as a technical escalation point of contact, collaborating with team members to expedite the resolution of issues.
- Assist with training end users and technicians on use of software, application, and cloud services.
- Provide comprehensive audio/visual meeting support, including on-demand technical troubleshooting as required.
- Establish communication with executive-level end users and deliver premium, high-quality service.
- Responsible for rotating after-hours support responsibilities.
- Accountable for the technical execution and management of assigned projects.
- Other duties as assigned.
Required Qualifications
- 5+ years of experience supporting end users.
- Must have extensive Microsoft Office troubleshooting experience, with emphasis on Excel and Outlook.
- SharePoint, OneDrive, and Office 365 admin support experience strongly preferred.
- Must have excellent verbal and written communication skills, with a demonstrated ability to work cooperatively with all levels of staff.
- Knowledge and experience with laptops, desktops, and networking hardware.
- Significant record of accomplishment of expeditious issue resolution.
- Strong analytical abilities, organized with high attention to detail.
- Able to quickly change priorities several times during the day, as needed.
- Motivated self-starter and outstanding work ethic.
- Experience supporting Apple products including iOS and OSX preferred.
Preferred Qualifications - What Will Set Them Apart
- IT-related certifications · Experience with manufacturing scale and kiosk systems
Working Conditions
- Must be able to work in outdoor environments and occasionally in temperatures above 100 degrees and below 32 degrees
- Willing and able to work in a hot, humid, cold, and noisy industrial environment
- Willing and able to maintain strict adherence to safety rules and regulations, including wearing safety equipment.
Physical Requirements
- While performing duties of this job, the employee is functioning remotely or onsite.
- Position requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other equipment.
- Requires normal range of hearing and eyesight to record, prepare, and communicate technical issues /resolutions.
- Must be able to get under desks frequently and lift computers and monitors (up to 50 lbs) frequently.
- Must be willing and able to perform tasks such as lifting, walking, climbing, stooping, standing, pushing and/or pulling.
- Must be willing and able to work around moving equipment and machinery
- Must be willing and able to pull and lift, up to 50 lbs.
Travel Requirements
- A minimal amount of travel to Enviva’s production facilities will be expected (up to 75% a year).
- Reasons for travel will consist of, but not limited to, routine maintenance, break/fix and project based for all plants and ports.
This position is not eligible for visa support.
EEO Statement
Enviva is dedicated to the principles of equal employment opportunity (EEO) in any term, condition or privilege of employment. Enviva does not discriminate against applicants or employees on the basis of race, color, creed, religion, sex, national origin, age, physical or mental disability, ancestry, marital status, sexual orientation, gender identity or expression, veteran status, uniform service member, genetic information or any other status protected by law. Enviva complies with applicable state and local laws governing nondiscrimination in employment in every location in which we operate.
Skills Required
- 5+ years of experience supporting end users
- Extensive Microsoft Office troubleshooting experience, especially Excel and Outlook
- SharePoint, OneDrive, and Office 365 administration support experience
- Excellent verbal and written communication skills
- Ability to work cooperatively with employees at all organizational levels
- Knowledge and experience with laptops, desktops, and networking hardware
- Demonstrated record of expeditious issue resolution
- Strong analytical abilities, organization, and attention to detail
- Ability to change priorities quickly throughout the day
- Motivated self-starter with an outstanding work ethic
- Experience supporting Apple products, including iOS and OS X
- IT-related certifications
- Experience with manufacturing scale and kiosk systems
- Ability to work outdoors and in hot, humid, cold, noisy industrial environments
- Ability to follow safety rules and wear required safety equipment
- Ability to lift and pull up to 50 pounds and perform physical tasks around machinery
- Willingness and ability to travel to production facilities, up to 75% annually
Enviva Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Enviva and has not been reviewed or approved by Enviva.
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Fair & Transparent Compensation — Pay is considered competitive for many roles and locations, with some describing total compensation as good. Feedback suggests base pay often compares well to local markets.
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Affordable Benefits — Healthcare options include free or low‑cost medical plans that are viewed as strong value. Feedback suggests premiums can be minimal for some groups.
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Retirement Support — A 401(k) with company match is part of the package and is seen as a meaningful component of total rewards. Feedback suggests retirement support is a steady element across roles.
Enviva Insights
What We Do
Enviva is a leading global energy company specializing in sustainable wood bioenergy. We are the world’s largest producer of sustainable wood pellets, a renewable alternative to coal and part of an all-in renewables strategy to reduce carbon emissions, limit dependence on fossil fuels, and mitigate climate change. Enviva supports more than 1,000 jobs across the globe, owns and operates nine wood pellet production plants that are strategically located across the southeastern region of the United States, and exports our wood pellets from five deep water export terminals to our customers all over the world. Our operations are strategically located in the regions with well-managed and increasing forest inventory, strong infrastructure, and talented local workforce. We have corporate offices in the U.S., UK, Germany, and Japan, with teams and associates dedicated to managing and growing our global enterprise. Enviva exists to displace coal, grow more trees, and fight climate change.
