IT Support Specialist II

Accelerate the possible by joining a winning Amcor team that's transforming the packaging industry and improving lives around the world.

At Amcor, we unpack possibility through our innovative and responsible packaging to provide solutions that benefit our customers, our people and our planet. More than 10,000 consumers worldwide encounter our products every second and rely on us for safe access to food, medicine and other goods. We value their trust by making safety our guiding principle. It's our core value and integral to how we do business.

Beyond this core principle, our shared values and behaviors unite us as we work together to elevate customers, shape lives and protect the future. We champion our customers and help them succeed. We play to win - adapting quickly in an everchanging world - and make smart choices to safeguard our business, our communities and the people we serve for generations to come. And we invest in our world-class team, empowering our colleagues to unpack their potential, because we believe when our people grow, so does our business.

To learn more about playing for Team Amcor, visit I LinkedIn I Glassdoor I Facebook I YouTube

Job Description

About the role

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.

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 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.

• 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

Our Expectations

We expect our people to be guided by The Amcor Way and demonstrate our Values every day to enable the business to win. We are winning when:

• Our people are engaged and developing as part of a high-performing Amcor team
• Our customers grow and prosper from Amcor's quality, service, and innovation
• Our investors benefit from Amcor's consistent growth and superior returns
• The environment is better off because of Amcor's leadership and products

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans/Sexual Orientation/Gender Identity

Amcor is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

If you would like more information about your EEO rights as an applicant under the law, please click on the "Know Your Rights: Workplace Discrimination is Illegal" Poster. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call View phone number on click.appcast.io and let us know the nature of your request and your contact information.

E-Verify

We verify the identity and employment authorization of individuals hired for employment in the United States.

Compensation
The starting salary for this position is expected to be between $64 700 to $80 900; however, base pay offered may vary within the full salary range $64 700 to $97 100 depending on job-related knowledge, skills, and experience. Base pay information is based on national averages and a geographic differential may be applied based on work location. Position may also be eligible for Amcor's Management Incentive Plan / Sales Incentive Plan, which is an annual bonus program based on business and individual performance, as well as medical coverage and other health and welfare benefits.The salary range provided reflects the anticipated base pay for this role at the time of this posting. This range is applicable to positions performed in jurisdictions with pay transparency requirements, including CA, CO, CT, HI, IL, MD, MA, MN, NV, NJ, NY, RI, VT, WA, Washington DC, as well as remote roles that may be performed in these locations. Compensation for roles performed outside of these jurisdictions may vary. The Company reserves the right to modify this range at any time.

Benefits

When you join Amcor, you will have access to a comprehensive benefits and compensation package that includes:

• 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)