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Senior Information Technology

4 months ago

Buena Park, United States Orora Packaging Solutions Full time

Senior, IT Support Technician



Orora Packaging Solutions is seeking a Senior, IT Support Technician primarily responsible for analyzing, problem solving, testing, modifying, creating and developing enhancements to the enterprise OPS infrastructure. This specific role will specialize in supporting the Windows environment at Orora.


  • This position will report to the: IT Service and Experience Manager
  • Location: Onsite- Buena Park, CA (OPS HQ office)
  • Travel Requirement: Up to 20% Travel
  • FSLA: Non exempt



What You'll be Responsible For in this Role

In this role, you will be responsible for analyzing, problem solving, testing, modifying, creating and developing enhancements to the enterprise OPS infrastructure. This position must specialize in Windows and Macintosh support, online cloud service support, desktop imaging, mobile devices, and audiovisual technologies.


This position contributes to the continued operation and development of the OPS’s Information Technologies (IT) department including physical/virtual server, hardware deployment, software installation, architectural design, systems analysis, enhancement design, purchase recommendations and research, capacity planning, performance analysis, monitoring, documentation, and reporting.


This role focuses on providing support for the front-end delivery of technical solutions to our coworkers. In this role you are responsible for resolving end-user issues on their computing equipment and applications. Key responsibilities include installing hardware and software systems, maintaining or repairing equipment, troubleshooting a variety of computer issues, setting up computer security measures, configuring computer networks, offering technical support for on-site or via phone or email


This role requires high skill and proficiency in the theoretical and practical application of specific computer systems and analysis, including the deployment and enhancements to customized software engineering tools and scripts.

  • Performs all tasks with a customer-centric focus. Consults with users to determine hardware, software, or system functional specifications and improvements.
  • Engages in the design, development, documentation, analysis, creation, testing, or modification of computer systems or programs based on and related to, user or system design specifications.
  • Analyzes and weighs individual customer (internal and external) needs with the overall needs of the business 100% of the time.
  • Engages in work that requires significant discretion and independent judgment.
  • Partners with other team members in analyzing software and hardware requirements and developing action plans for accomplishing and implementing company goals through appropriate technical solutions at least 40% of the time.
  • Owns and develops the operational processes, policies, and infrastructure documentation to allow repeatability & awareness of the maintenance of infrastructure services & systems 5% of the time.
  • Monitors and maintains existing systems, performing performance analysis, upgrade, patches, and necessary operations at least 10% of the time.
  • Collaborates with users to identify, develop and enhance computer systems and specifications.
  • Partners with application developers to determine system compatibility and enhance usage.
  • Problem-solves with escalated tickets and issues from other teams at least 70% of the time.
  • Develops, designs, and implements division requests for new construction at division locations with the advisement of the business and other infrastructure team members at least 15% of the time.
  • Performs other duties and/ or responsibilities as assigned.


What We're Looking For

Minimum Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Education and Experience:

  • This position is seeking a skill set focused on System technologies. As such, the following experience is required:
  • 5+ Years of Experience in the following areas is necessary for this position:

Domain

-Symantec Ghost

-Windows 7

-Windows 10

-Macintosh Systems

-Active Directory

-Office 365

-365 Sharepoint

-Video Conferencing

-Mobile Device Setup

-Symantec Ghost

-Windows 7

  • Bachelor’s degree in computer science, Information Systems, or other related field, or equivalent work experience a plus.
  • Technical certifications in listed areas a plus such as:
  • A+ Certification
  • MCP
  • Any equivalent combination of related education and/or experience may be considered.


Additional Required Qualifications:

Knowledge, Skills & Abilities:

  • Excellent communication and negotiation skills; excellent attention to detail; able to prioritize tasks and meet deadlines; strong interpersonal skills
  • Demonstrated ability to use problem solving techniques such as root cause analysis to resolve issues
  • This position requires the ability to demonstrate the following competencies:
  • Problem solving and judgment
  • Leadership in your role
  • Manage execution of roles and responsibilities
  • Teamwork
  • Follow through & thoroughness
  • Time management

Capabilities and Availability:

  • Position may require travel between various OPS divisions.
  • Position may require participating in meetings outside of normal business hours including occasional evenings and/or weekends.
  • Position requires being available after hours.
  • Performs other duties and/ or responsibilities as assigned.
  • Position may require mentorship of other infrastructure personnel.
  • Senior level of position may have temporary supervision of employees.
  • Intellectual flexibility & technical acumen