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 our client’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 GBS 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, lackberry, 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
Qualifications/Requirements
Formal Qualifications and Experience
- 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/Behaviours
- 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
- Lotus Notes
- 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)
- HPCA (software deployment system)
- Backup software – Acronis
- Functional/Technical Skills
- Priority Setting
- Driver for Results
- Influencing Others
- Customer Focus
- Interpersonal Savvy
- Dealing with Ambiguity
- Learning on the Fly