IT Support Specialist

Job description

About the role The IT Support Specialist is responsible for delivering and supporting standard IT solutions across one or more Amcor sites, ensuring reliable and efficient IT services for up to 300 managed devices per full-time employee, including PCs, servers, printers, and local network equipment. The role oversees all IT service delivery activities, including user support processes, customer relationship management, IT asset lifecycle management, procurement, configuration, repairs, project support, local budget consultation, license management, security systems, and telephony services. The specialist provides Level 1 and Level 2 support for Amcor’s standard workstation environment, as well as Level 3 support for server and virtualization platforms. In addition, the role is responsible for communicating upcoming IT changes and projects, promoting best practices across sites, delivering end-user training, and ensuring all operational activities comply 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 Bachelor’s degree in computer science is advantageous 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 French and 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 #LI-Onsite