Senior IT Support Engineer

6 days ago

Norcross, Georgia, United States ePac Flexible Packaging Full time
About ePac Flexible Packaging

ePac Flexible Packaging is a leading provider of digitally printed, flexible packaging solutions. Our mission is to empower small brands to compete with large brands through innovative packaging solutions.

Job Summary

We are seeking a highly skilled Senior IT Support Engineer to join our team. As a key member of our IT department, you will be responsible for providing exceptional technical support to our employees, ensuring the smooth operation of our IT systems and infrastructure.

Key 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 and 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.
    • Integrate our software suite to increase communication.
Requirements
  • 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 Azure/Entra ID, Google Workspace, Palo Alto Firewalls/Panorama, 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.

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