IT Support Specialist

Description:

Client Job Description:

Job Overview

The pace of the Packaging world market changes are driving both bottom line cost pressures and requiring heightened agility to deliver innovation and operational excellence. The IT Support Specialist is a key player in delivering innovative new ideas and supporting processes at Amcor’s sites and is responsible for:

• Delivery of IT services for a site or multiple sites to reach a ratio of 200 or more PCs, Servers, Printers, and Local Network equipment managed per FTE.
• Management of all local IT Service Delivery activities at the site(s) including: maintaining all support processes, customer relations, and IT asset management (procurement, configuration, repair, projects, local budget consulting, license management, security systems, and phone systems).

Provision of all support, project and change management for existing and new IT support processes, technical equipment and software.

Job Dimensions

• Strong dimension in all local site budgets where GROUP IT recommendations align with equipment, services and software costs. Scope: desktops/laptops/printers and peripherals, iPads/tablets, local servers, LAN/WLAN, PABX, local telephony, mobile telephony (mobiles, smart phones, Blackberry, iPhones)
• No direct and indirect reports
• Indirect influence on P&L
• Empathy with a multi-national manufacturing business culture – strong customer focus, delivery of tangible products and benefits, relentless cost management, low bureaucracy, all in a broad range of country cultures consistent with a regional head office

Principal Accountabilities

• 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 all sites they work with
• Hands on support for MDF and IDF at the production and office locations
• 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 24X7 at the sites
• Installing hardware / repairing hardware
• Printer and multi-function device management
• Security (alignment with IT policies)
• Contracting / maintenance / leasing contracts
• Software Licensing
• Server maintenance
• Label Printers
• RF Devices
• End user education
• Asset management
• Purchase (computer consumables)
• Mobile phone / telecoms
• Network administration
• Software rollouts
• Data backup and restore
• Level 2 support for Amcor Infrastructure
• Testing
• User management
• Documenting (knowledge base, procedures, help guides, etc.)

Qualifications/Requirements

• Bachelors degree in computer science or equivalent experience/studies
• Minimum of 3 years in service delivery in a multi-national environment for IT technical and help desk areas
• Strong team contributor with common goals and practices, build new skills and capabilities
• ITIL certificate will be advantageous

Knowledge/Skills/Abilities/Behaviors

• Strong hardware and software skills
• Fluent in English, other languages advantageous
• Excellent communicator
• Excellent customer service skills
• The ability to multi task and handle high volumes in a fast-paced and demanding environment
• A positive and pro-active attitude
• Cross Cultural Competence
• Experience in the following list of applications and hardware are advantageous:

o Windows/VMWare Server management

o Windows client management

o Active Directory

o Microsoft Office 2010/2013

o Microsoft O365

o Lotus Notes

o Outlook

o Blackberry/iPhone/iPad/Tablets/Android

o Web and all related software/hardware

o Operating systems: Windows XP & Windows 7, Windows Server 2008, as minimum

o Printers / Multifunction devices

• Microsoft Certified Systems Administrator recommended
• Other (not critical)

o Symantec AV cloud

o SCCM (software deployment system)

o Backup software – Acronis

• Amcor Leadership Framework competencies:

o Functional/Technical Skills

o Priority Setting

o Driver for Results

o Influencing Others

o Customer Focus

o Interpersonal Savvy

o Dealing with Ambiguity

o Learning on the Fly

What We Offer You

• Exciting opportunity to work for a truly global company/team
• International and dynamic team/ working environment
• Exposure to senior stakeholders/ leaders
• Exciting opportunity to have impact on the business
• Exciting opportunity to make a difference through sustainability initiatives
• Coaching and development opportunities
• Long term career opportunities
• Cross functional collaboration

Skills:

Support, Troubleshooting, Network connectivity, hardware installation, Customer service, Active directory, SCCM, Symantec AV Cloud, Windows 10, Desktop, Windows, Technical support, Hardware

Additional Skills & Qualifications:

Experience in an enterprise environment with formal processes and procedures would be a huge plus

Non critical skills that would be nice to have are SCCM for software deployment, experience with Symantec AV cloud and experience with Acronis (backup software)

Zebra Printers - some belt changes, etc. in addition to onsite support, multifunction devices

Windows Server, VMware, Active Directory also a plus

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.