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

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)