IT Site Support Specialist
About The Position
The IT Support Specialist is a key player in delivering standard solutions that support processes at multiple sites and is responsible for: Delivery of IT services for a site or multiple sites within a ratio of up to 300 devices (PCs, Servers, Printers, Local Network equipment) managed per FTE. Management of IT Service Delivery activities at the site(s) including maintaining all user support processes, customer relations and IT asset management (procurement, configuration, repair, projects, local budget consulting, license management, security systems and phone systems). Ability to support (L1 and L2) for the Amcor standard workstation deployment and support. Ability to support (L3) for Server and Virtualization environment Communication & Education: Provide clear communication on upcoming changes and projects, implement best practices to sites and support end-user training. Ensure operational activities aligns with global IT standards and security policies.
Requirements
- Troubleshooting any device that is not working properly, such as monitors, mice, keyboards, and RF guns.
- Troubleshoot mobile devices (mobile phones or iPad devices, both IOS and Apple).
- Experience with installation of hardware/software.
- Understand how networks connect and could provide basic troubleshooting if there is an outage before escalating to another team.
- Technical education in computer science or equivalent experience/studies.
- Minimum of 3 years in service delivery, preferably in a multi-national environment for IT technical and help desk areas.
- Ability to multitask and handle high volumes in a fast-paced and demanding environment.
- Strong interpersonal and communication skills.
- Strong Troubleshooting skills.
- Fluency in English communication (spoken, written).
- Good knowledge in configuring, managing and troubleshooting Windows Server Operating Systems.
- Knowledge of server virtualization.
- Ability to define and to check a Disaster Recovery Plan (DRP) and a Business Continuity Plan (BPC).
- Good knowledge of TCP/IP and basic Networking.
Nice To Haves
- Bachelor’s degree in computer science is advantageous.
- Any Windows/Cisco certifications are a plus.
- ITIL Foundations desirable.
- Other languages will be considered an advantage.
- Project experience is advantageous.
Responsibilities
- Delivery of IT services for a site or multiple sites within a ratio of up to 300 devices (PCs, Servers, Printers, Local Network equipment) managed per FTE.
- Management of IT Service Delivery activities at the site(s) including maintaining all user support processes, customer relations and IT asset management (procurement, configuration, repair, projects, local budget consulting, license management, security systems and phone systems).
- Ability to support (L1 and L2) for the Amcor standard workstation deployment and support.
- Ability to support (L3) for Server and Virtualization environment
- Provide clear communication on upcoming changes and projects, implement best practices to sites and support end-user training.
- Ensure operational activities aligns with global IT standards and security policies.
- Strong involvement with delivery on improvements to support processes, IT asset management, and customer satisfaction.
- Responsibility for the implementation of Group IT shared service standards and support processes across the site(s) they work with
- Responsible for the quality of the IT services delivery at the sites
- Project leadership in their sites for all IT infrastructure and support process changes for IT shared services
- Coverage of critical issues at the sites
- Security (alignment with IT policies)
- Documenting (knowledge base, procedures, help guides, etc.)
- Asset Management
- Installing / repairing hardware
- Application/software troubleshooting
- Printer and multi-function device management
- Data backup and restore
- Infrastructure Testing
- Support for setup and configuration of LAN switches and Access Points (wired and wireless)
- Management of the network documentation
- Management of the monitoring tools used to monitor the network equipment and servers
- Maintaining and administering server related activities such as patching, updates etc.
- User management (onboarding/offboarding, updates)
- Major events support
- Site events support
- Support end user education
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Career Level
Mid Level
Education Level
Associate degree
