IT Support Specialist II

Amcor•Mundelein, IL

2d•$64,700 - $97,100

About The Position

The IT Support Specialist is a key player in delivering standard solutions that support processes at Amcor’s 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

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

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
Technical Support
Installing / repairing hardware
Application/software troubleshooting
Printer and multi-function device management
Data backup and restore
Infrastructure Testing
Network/Servers Support
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.
End User Support
User management (onboarding/offboarding, updates)
Major events support
Site events support
Support end user education

Benefits

Medical, dental and vision plans
Flexible time off, starting at 80 hours paid time per year for full-time salaried employees
Company-paid holidays starting at 8 days per year and may vary by location
Wellbeing program & Employee Assistance Program
Health Savings Account/Flexible Spending Account
Life insurance, AD&D, short-term & long-term disability, and voluntary benefits
Paid Parental Leave
Retirement Savings Plan with company match
Tuition Reimbursement (dependent upon approval)
Discretionary annual bonus program (initial eligibility dependent upon hire date)