IT Support Specialist

Role 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 field operations specialist is a key player in delivering innovative new ideas and support processes in landscape of sites.
• Responsible for delivering the IT services for a site or multiple sites to reach a ratio of 300 or more PCs, Servers, Printers, and Local Network equipment managed per FTE
• Manages all local IT field operations activities at the site(s) they are responsible for including maintaining all support processes, customer relations, and asset management (procurement, configuration, repair, projects, local budget consulting, license management, security systems, conference rooms)
• All support, project and change management for existing and new IT support processes, technical equipment and software
• White glove support for L1 L3, and EA s

Principal Accountabilities:

• Strong local involvement with delivery on improvements to support processes, asset management, and customer satisfaction.
• Responsibility for the implementation of Group IT service standards and support processes across all sites 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 IT issues 24X7 at the sites
• Short term holiday or sick time resourcing for other sites remotely or within reasonable travel distance
• Installing hardware / troubleshooting PC hardware
• Printer management
• Security (alignment with IT policies)
• Contracting / maintenance contracts
• Licensing responsibilities for recording and tracking site based software usage
• Remote hands for Server and Network maintenance.
• End user education
• Asset management
• Purchase / Order (computer consumables) on behalf of authorizing department head
• Mobile phone / telecom troubleshooting and support
• Software rollouts
• Disaster recovery / business continuity plan maintenance and local testing as per policy
• Backup and restore
• User management
• Documenting (knowledge, procedures, escalations, etc.)

Person Specification:

Formal Qualifications and Experience

• Bachelors in computer science or equivalent experience/studies
• Minimum of 1 year in service delivery in a multi-national environment for IT technical and help desk areas
• Ability to strongly contribute on a team with common goals and practices, build new skills and capabilities
• Excellent communicator
• Excellent customer service skills

Practical/Technical and Specialist Skills

• Expertise in Microsoft Access, Windows server management, Windows client management, Active Directory, SQL2000, SMS, Microsoft Exchange, Microsoft Office, Lotus Notes
• Operating systems: Windows, Linux
• Microsoft Certified Systems Engineer

Other Competencies required for role

• Cross Cultural Competence, language skills (min. fluent in English), team player etc