IT Support Specialist Department Information… at Amcor · Location…

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/Requirements

• Technical education in computer science or equivalent experience/studies

• Any Windows/Cisco certifications are a plus

• ITIL Foundations desirable
• 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

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