An IT Support Technician(Internal job title : GTS Specialist) is the backbone of all computer-related technology within the business(es) and site(s) he or she supports. Your primary responsibility is to provide support of Avery Dennison’s endpoint computing and site infrastructure; be the Local ‘Smart hands’ (On-Call support) as well as providing continuous improvement to Avery Dennison’s technology and processes.
Primary Responsibilities:
Manage and support endpoint devices (Laptop, desktop, mobile devices, printers, thin clients) throughout their lifecycle. Including provisioning, refresh, asset management and decommission
Adhere and promote IT policies and standards
Provide ‘smart-hand’ support at the site including on-call (per rotation schedule)
Follow ITIL (Information Technology Infrastructure Library) processes such as change, incident and problem management
Comply to and execute SOX controls
Take ownership of reported issues and seeing issue tickets through to resolution
Research, diagnose, troubleshoot and identify solutions to resolve issues
Provide prompt and accurate feedback to customers
Be a technical advisor to management and end users to insure they have the proper IT equipment to be successful
Maintain accurate IT equipment, software and license inventory in Asset Management Tool
Install, upgrade and replace selected software and hardware products according to Avery Dennison standards
Work closely with service vendors, other Avery Dennison IT teams, and personnel to ensure continuity of service
Assist in implementing best practices and Avery Dennison IT standards that will more effectively utilize IT resources
Deliver training on Avery Dennison’s software and computer systems; this can include group presentations, one-on-one training, and onboarding
Perform other duties as assigned
High School diploma or equivalent required
Information Technology courses or certification(s) required
A Bachelor’s degree in business or technology field preferred
3+ years related experience
3-5 years performing routine software installations and program updates
3-5 years performing routine troubleshooting and problem resolution on computer, server, network and telecommunication systems
Understanding and experience with information systems environments and systems; understanding of applicable computer systems, such as Microsoft Office, Lotus Notes and function specific software
Basic understanding of ICT (information & communication technology) infrastructure
Good verbal, data entry and written skills; communicative, in speaking and writing, in local language and English
Flexible, initiative, self-motivated and creative in finding solutions
Team player combined with independent working
Ability to interface with cross-functional groups to define and execute overall requirements
Experience working effectively with others and providing superior customer service
Skilled at solving challenges in a directed, methodical manner and analyzes the current issue to envision creative solutions
Takes initiative to complete critical tasks, especially in team settings with dependencies on other people
Works effectively in the face of stress, ambiguity, difficult situations, and shifting priorities
Experience in a manufacturing environment highly valued
ITIL (Information Technology Infrastructure Library) foundation training is an asset
Ability to travel to support other sites when needed; estimated 20% travel
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.
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