IT Support Specialist II

Accelerate the possible by joining a winning Amcor team that’s transforming the packaging industry and improving lives around the world. At Amcor, we unpack possibility through our innovative and responsible packaging to provide solutions that benefit our customers, our people and our planet.  More than 10,000 consumers worldwide encounter our products every second and rely on us for safe access to food, medicine and other goods. We value their trust by making safety our guiding principle. It’s our core value and integral to how we do business. Beyond this core principle, our shared values and behaviors unite us as we work together to elevate customers, shape lives and protect the future. We champion our customers and help them succeed. We play to win – adapting quickly in an everchanging world – and make smart choices to safeguard our business, our communities and the people we serve for generations to come. And we invest in our world-class team, empowering our colleagues to unpack their potential, because we believe when our people grow, so does our business. To learn more about playing for Team Amcor, visit  www.amcor.com  I  LinkedIn  I  Glassdoor  I  Facebook   I  YouTube 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   Covera