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 Amcor’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.
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, tablets, 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
Work with various IT equipment and vendors including; HP, Orange, Cisco, Motorola, Apple IOS (iPad / iPhone), Android (Samsung)
This role primarily supports Amcor’s site where there resource is located. It is also expected that from time to time, ad-
hoc support is provided to other sites.
Strong involvement with delivery on improvements to support processes, IT asset management, and customer satisfaction
Responsibility for the implementation of GBS IT shared service standards and support processes across all sites 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 24X7 at the sites
Installing hardware / repairing hardware
Printer and multi-function device management
Security (alignment with IT policies)
Contracting / maintenance / leasing contracts
End user education
Purchase (computer consumables)
Mobile phone / telecoms
Data backup and restore
Documenting (knowledge base, procedures, help guides, etc.)
Major challenges & complexities
The ability to prioritise requests and manage time efficiently can be challenging. Multi tasking is an everyday occurrence and requires total commitment to the tasks at hand Amcor’s regional head offices are staffed with senior executives who demand a high level of customer service and ownership’ of their requests for IT support.
Must be flexible and willing to take the extra step to ensure customer satisfaction and QoS.
Customer service excellence is a key element of this position and so it is imperative that professionalism is maintained at all times and standards are not compromised.
Americas GBS IT Operations team covering the full scope of AFEA, ATP and ARP sites
Within the GBS IT team : The Central Infrastructure Team, Local GBS domain management staff (Network, Collaboration)
Business Stakeholders : The IT Managers and Directors in businesses units.
Vendors (hardware, software, services, and IT contractors for site support) including; HP (PCs & Servers), Cisco (Video Conferencing & IPTEL), Orange, Blackberry, Apple IOS (IPad / IPhone), Star Hub, SingTel
Qualifications / Requirements
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 Foundations desirable; ITIL certificate will be advantageous
English language fluency is a must
Knowledge / Skills / Abilities / Behaviours
Strong hardware and software skills
Fluent in English, other languages advantageous
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
Microsoft Office 2010 / 2013 / 2016
Office 365 & Sharepoint
iPhone / iPad / Tablets / Android
Web and all related software / hardware
Operating systems : Windows XP, Windows 7, Windows 10, Windows Server 2008 R2, as minimum
Printers / Multifunctional devices
Microsoft Certified Systems Administrator recommended
Other (not critical)
Antivirus (SEP12, SEP14), antimalware and antiransomware
Radia Client Automation (software deployment system)
Backup software Veeam
Amcor Leadership Framework competencies :
Functional / Technical Skills
Drive for Results
Dealing with Ambiguity
Learning on the Fly