Senior IT Support Engineer

3 weeks ago

Norcross, United States ePac Flexible Packaging Full time
Job DescriptionJob Description

So, who are we? Simply put, ePac provides digitally printed, flexible packaging. We offer our customers fast and easy access to custom flexible packaging, with a mission to help small brands obtain big brand presence. We are technology driven and solution centered, and we love what we do

Our Core Values:

  • Provide exceptional products and customer service 
  • Help our customers grow
  • Support the communities and local businesses we serve
  • Develop sustainable solutions 

BENEFITS 

This role offers a competitive salary based on experience, with a generous leave and benefits package. Benefits package includes:

  • 3 Medical Options
  • Dental
  • Vision
  • Employer paid Short and Long term disability
  • 401K with employer match
  • 120 hours Paid Time off
  • 10 paid holidays
  • and more

ePac Flexible Packaging is a rapidly growing company with locations across the United States, Canada, Europe, and Indonesia.  Built on break-through digital printing, ePac is at the crossroads of advanced technology and manufacturing. ePac’s mission is to provide locally-based consumer packaged goods companies the ability to compete with large brands with great packaging. Since opening our first manufacturing facility in 2016, our mission has been clear – to help small brands obtain big brand presence, give back to the communities we serve and contribute to the creation of a more sustainable, circular economy. 

SUMMARY OF POSITION

We are looking for a dynamic, customer-focused engineer to join our IT team. The ideal candidate will play a key role in shaping the future of our IT infrastructure as we continue to enhance our security and support platforms.

You should have extensive experience in both supporting end users and managing backend tasks in a senior role, whether working as part of a team or independently. Your primary responsibilities will include providing effective solutions to ensure the smooth operation of our IT systems and infrastructure, troubleshooting hardware and software issues, assisting users with their inquiries, and escalating problems when necessary.

As a senior team member, you will also contribute to reviewing our current infrastructure, evaluating potential replacement systems, and participating in the implementation and deployment of new security platforms and automated workflows.

The successful candidate will possess excellent communication skills, a strong technical aptitude, and a passion for delivering exceptional customer service as well as a desire to drive the business forward through technology.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES 

  • User Support
    • Provide first line technical support to end-users via our internal helpdesk.
    • Troubleshoot and resolve hardware, software and account issues promptly.
    • Assist HR with user onboarding/offboarding.
  • Technical Troubleshooting
    • Diagnose and resolve technical issues related to end user devices, software, and infrastructure.
    • Escalate complex issues to the appropriate IT support teams when necessary.
  • Documentation and Reporting
    • Document all support interactions and resolutions in a comprehensive manner, adding to our internal knowledge base for future reference.
    • Generate and maintain knowledge base articles for common issues.
    • Liaise with other IT support teams in the documentation of our change procedures.
    • Provide regular reports on support trends and recurring issues.
  • Internal Customer Service
    • Deliver outstanding customer service by maintaining a professional and courteous demeanor.
    • Educate end-users on IT best practices to minimize recurring issues and risk.
    • Manage customer expectations and communicate effectively on issue resolution timelines.
  • Hardware and Software Installations
    • Assist with the installation, configuration, and deployment of hardware and software.
    • Collaborate with other IT teams to ensure seamless integration of new technologies.
  • Network Support and Maintenance
    • Maintain plant and cloud infrastructure including onsite maintenance where needed
    • Liaise with vendors to fault find, upgrade and replace hardware through troubleshooting and life cycle management.
  • Remote Support
    • Provide remote assistance to users working in various locations.
    • Utilize remote desktop tools to troubleshoot and resolve issues.
  • Global Time Zone Liaison
    • Work with our External IT Support companies on joint IT issues and process development.
  • Projects
  • Help design and implement new initiatives to enhance the support of users and increase the security, efficiency, and availability of systems and infrastructure.
  • Advance the automation of IT tasks where possible.
  • Integration our software suite to increase communication


EXPERIENCE AND EDUCATION

  • Minimum of 5 years of experience in a similar IT support role at senior level..
  • Strong knowledge of Windows/Mac/Linux operating systems.
  • Hands on experience designing and implementing networks including Active Directory/Security Policies, DHCP, Reserved IP Pools.
  • Knowledge of security solutions including EDR/XDR/SIEM/SOAR
  • Excellent problem-solving and troubleshooting skills.
  • Outstanding customer service and communication skills.
  • Ability to work collaboratively in a team environment but also use initiative during urgent issue resolution.
  • Experience administering the following is essential:
    • Azure/Entra ID
    • Google Workspace
    • Palo Alto Firewalls/Panorama (central policy deployment)
    • VoIP phone systems (specifically 3CX)
    • NMS/SNMP trapping
  • Education in Information Technology, Computer Science, or related fields is preferred.


WORK ENVIRONMENT

  • This position is office based and may require some travel to sites.
  • Availability for after-hours support during emergency situations.

OTHER

This job description is not intended to be all inclusive, and employees will also perform other reasonable related business duties as assigned by management.

The company reserves the right to revise or change job duties as needed.  This job description does not constitute a written or implied contract of employment.

ePac is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. EEO Poster



 

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