IT Site Support Specialist

Job Description Description The main goal of this position is to be responsible for troubleshooting any needs of their sites and to be hands on for any project work that is coming. There is both a Service Desk and Remote Operations team that will get and try to resolved tickets first. In this position, it'll be important to have experience troubleshooting PC hardware. Examples include: troubleshooting any device that is not working properly, such as monitors, mice, keyboards, and RF guns. They also have mobile devices in their environment that they would be asked to troubleshoot when needed. These could include mobile phones or iPad devices, both IOS and Apple. Experience with installation of hardware/software is also required. You will not be expected to be an expert in network connectivity. However, Amcor would like to have an individual that understands how networks connect and could provide basic troubleshooting if there is an outage before escalating to another team. About the role The IT Support Specialist is a key player in delivering standard solutions that support processes at mulitple 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. Key Job Accountabilities Group IT Level 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 Qualifications and Requirements Technical education in computer science or equivalent experience/studies. Bachelor’s degree in computer science is advantageous Any Windows/Cisco certifications are a plus ITIL Foundations desirable 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); other languages will be considered an advantage Project experience is advantageous 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 About the role The IT Support Specialist is a key player in delivering standard solutions that support processes at mulitple 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 #J-18808-Ljbffr