Multi-Site 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.

Provides support for the end-users and IT infrastructure throughout North Carolina. This Individual is directly responsible for handling the IT onsite support requests at the assigned location(s) 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 and assisting the global IT teams in a remote capacity.  This role 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.
• 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 with other IT support teams to resolve problems timely and accurately.
• Participate in active 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.
• Travel: approximately 5%
• Perform other duties as assigned.

EDUCATION & EXPERIENCE:

• Associate or Technical degree in Computer Science or other relevant discipline preferred, or equivalent experience in IT required.
• 2+ years experience supporting end-user IT hardware, desktop software and related peripherals.
• Experience supporting mobile devices, such as iPhones, iPads, Android OS, etc.
• PC troubleshooting knowledge, familiarity with local networking
• Technical competency with printer, scanner and other hardware devices
• Knowledge of Zebra technologies preferred.
• Experience working with Microsoft Active Directory
• Knowledge of video conferencing, MS Windows, PC Hardware, VOIP
• Knowledge of backup / recovery concepts and monitoring
• Experience in a manufacturing environment, preferred.

COMPETENCIES:

• Strong verbal and written communication skills.
• Self-motivated, confident and comfortable working independently.
• Comfortable working with technical and non-technical staff at all levels of the organization.