Onsite IT Support Specialist

Magnera's purpose is to better the world with new possibilities made real. For more than 160 years, the originating companies have delivered the material solutions their partners need to thrive. Through economic upheaval, global pandemics and changing end-user needs, they have consistently found ways to solve problems and exceed expectations. By bringing together these legacy companies, the distinct scale and comprehensive portfolio of products will bring customers more materials and choices. With a combined legacy of resilience, Magnera will build personal partnerships that withstand an ever-changing world.

Manages and supports the North American IT infrastructure. This Individual is directly responsible for handling the IT onsite support requests at the assigned location as well as the North America reqion. This includes handling requests provided by the global helpdesk teams or by different IT team members ensuring that internal customers are receiving the appropriate assistance locally or assisting the global IT teams in a remote capacity. This Individual is also responsible for keeping all procedures related to the identification, prioritization, and resolution of internal customer support requests, including the monitoring, tracking, and coordination of the assigned onsite services request.

• Provide technical support in North America for company supplied user devices in a timely manner.
• Configure and install PCs and other IT devices as needed.
• Work with the Magnera teams and other external sources for quotes to fulfill demands and requests.
• Provide support for mobile devices, IP phones and communication systems.
• Diagnose and repair computer and infrastructure related problems.
• Determine hardware, software or network related issues.
• Collaborate regularly with North America and global support teams to resolve problems timely and accurately.
• Participate in active North America support call queue and on-call rotation for off hour coverage.
• Update and complete service requests in ITSM for all queues assigned.
• Configure and support production line scanners, tablets, labe printers. Knowledge of Zebra technologies recommended.

Education – Associate or Technical degree in Computer Science or other relevant discipline preferred, or equivalent experience in IT required.

Required skills and experiences:

• 2-4 years of Information Technology coursework; networking, hardware, and software technology or equivalent experience and certifications
• 2-4 years or more related IT experience is preferred.
• Strong verbal and written communication skills
• Self-motivated, confident and comfortable working independently.
• Comfortable working with Business leaders

Explanation and demonstration of skills will be required during interview process per the required skills below:

• Experience with mobile devices, such as iPhones, iPads, Android OS, etc.
• Basic PC troubleshooting knowledge, familiarity with local networking
• Technical competency with printer, scanner, other hardware devices
• Experience working with Active Directory
• Knowledge of video conferencing concepts, MS Windows, PC Hardware, VOIP, and other technology
• Knowledge of basic backup / recovery concepts and monitoring
• Conceptual knowledge of SAP or similar ERP system