It Support Specialist I

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.

• This role primarily supports Amcor’s site where there resource is located. It is also expected that from time to time, ad-hoc support is provided to other sites.

• In this role you will work with various IT equipment and vendors including; HP, Orange, Cisco, Blackberry, Apple IOS (iPad/iPhone), Android (Samsung)

Principal Accountabilities

• Strong involvement with delivery on improvements to support processes, IT asset management, and customer satisfaction

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  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

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  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

• 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.)

Major challenges & complexities

• The ability to prioritise requests and manage time efficiently can be challenging. Multi tasking is an everyday occurrence and requires total commitment to the tasks at hand – Amcor’s regional head offices are staffed with senior executives who demand a high level of customer service and ‘ownership’ of their requests for IT support.

• Must be flexible and willing to take the extra step to ensure customer satisfaction and QoS.

• Customer service excellence is a key element of this position and so it is imperative that professionalism is maintained at all times and standards are not compromised.

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

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  Strong team contributor with common goals and practices, build new skills and capabilities

• Strong team contributor with common goals and practices, build new skills and capabilities

• ITIL certificate will be advantageous

• 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:

  • Windows/VMWare Server management

  • Windows client management

  • Active Directory

  • Microsoft Office 2010/2013

  • Microsoft O365

  • Lotus Note

  • Outlook

  • Blackberry/iPhone/iPad/Tablets/Android

  • Web and all related software/hardware

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

  • Printers / Multifunction devices

• Microsoft Certified Systems Administrator recommended

• Other (not critical):

  • Symantec AV (SEP12)

  • PCA (software deployment system)

  • Backup software – Acronis

• Amcor Leadership Framework competencies:

  • Functional/Technical Skills

  • Priority Setting

  • Driver for Results

  • Influencing Others

  • Customer Focus

  • Interpersonal Savvy

  • Dealing with Ambiguity

  • Learning on the Fly

Benefits Overview

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

• Medical, dental and vision plans
• Flexible time off, including 80 hours of paid time off each year
• 9 company-paid holidays per year
• ARP Wellbeing program & Employee Assistance Program
• Health Savings Account/Flexible Spending Account
• Employer paid Life, AD&D, short-term & long-term disability, and voluntary accident disability benefits
• Paid Maternity, Paternity and Adoption leaves
• 401 (k) & ROTH 401 (k) Savings & Investment Plan w/ company match
• Retirement Savings Plan
• Tuition Reimbursement (dependent upon approval)
• Fitness and Rewards & Recognition Programs
• Discretionary annual bonus program (initial eligibility dependent upon hire date)

Pay Transparancy Addendum

The pay range for the above-referenced position is determined by taking into account many factors such as experience, qualifications, certifications, skills, education, and other business-related factors. Salary decisions are based on each job. A reasonable estimate of the current range is $35.00 to $40.00 per hour.

You should be proficient in:

• IT Equipment (Servers, Networks, Telecom, Cloud)
• Excellent Communication Skills
• Customer Service