IT Support Technician

Summary

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

Requirements

• Bachelor’s degree in business or technology field preferred
• 3+ years related experience
• 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