IT Support Technician – Executive/Senior Executive

Job Description

An IT Support Technician 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

Qualifications

• 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

Additional Information

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.