On-Site IT Support Technician

Magnera Corporation•Nashville, TN

2d•Onsite

About The Position

Magnera is seeking an on-site IT Support Technician to provide first-line IT support at assigned locations. The technician serves as an initial point of contact for IT incidents and service requests, providing timely, customer-focused assistance by following established procedures and escalating issues appropriately. The role supports global service desk teams and local IT colleagues, helps internal customers receive effective assistance, and maintains accurate records in accordance with defined service processes. Support is provided through walk-ups, remote access tools, or telephone guidance. The technician handles common and routine IT issues, supports basic on-site hardware and user-access activities, and maintains ticket information to facilitate handovers and escalations. The position also contributes to asset management, knowledge-base upkeep, and daily operations meetings when required. A valid driver’s license may be required, and occasional travel between sites may be necessary.

Requirements

Bachelor’s degree or equivalent education preferred; typically one to three years of experience in an IT support or service desk environment, or equivalent training.
Basic understanding of IT troubleshooting concepts, terminology, and customer support practices.
Ability to follow technical documentation, procedures, and instructions accurately.
Good written and verbal communication skills.
Working knowledge of Windows operating systems.
Working knowledge of Microsoft Office Suite.
Basic familiarity with Active Directory and user account administration.
Awareness of ITIL principles and IT service management concepts.
Working knowledge of ITSM tools, such as SolarWinds Service Desk.
Willingness to learn and develop technical skills.
A valid driver’s license pertinent to the country of the site may be required.
Occasional travel between sites may be necessary.

Nice To Haves

Multi-language support is advantageous.

Responsibilities

Provide first-line technical support through walk-ups, remote access tools, or telephone guidance.
Log, categorize, prioritize, and accurately update incidents and service requests in the prescribed call-tracking system.
Resolve common and routine IT issues using documented procedures, knowledge articles, and standard tools.
Escalate incidents and requests outside defined resolution criteria to Level 2 or appropriate resolver groups.
Support local on-site activities, including basic hardware setup, peripheral support, and user access requests.
Keep assigned tickets updated with clear and accurate information to support effective handover or escalation.
Follow defined service processes and operating level agreements.
Maintain awareness of on-site IT assets and support asset management activities as directed.
Help maintain knowledge-base documentation by identifying gaps or outdated information.
Participate in daily operations meetings when required.
Maintain a customer-focused approach and positive relationships with on-site users.