IT Support Officer

2 days ago

Daventry, United Kingdom Multi-Color Corporation Full time

**Position**:IT Support Officer

**Full-Time Permanent role **(37.5 hours, no overtime)

**IT Support Officer**

**Location: Daventry**

**Report to**:Manager Technology Services - EMEA **Status**:Non-Exempt

**Department**:Information Technology

**Position Description**

To co-ordinate and deliver end user and infrastructure support over EMEA region, with specific focus to UK and Ireland sites, and contribute to specific EMEA wide IT infrastructure projects. Ensure that a high level of customer service and support is provided to all internal and external customers. Deployment and enforcement of IT Policies, Governance and Strategy as directed and defined by Group and EMEA IT Organisation.

The successful applicant is acting in a similar role for 10 years minimum in structured, geographically distributed, industrial companies.

**Primary Responsibilities**

2. **Technology Support**: Responding to breakdowns. Installing and configuring computer hardware, software, systems, networks, printers and scanners. Investigating, diagnosing and solving technical hardware faults. Interfacing with vendor hardware support contacts where appropriate and ensuring that hardware is returned to serviceability with minimum possible impact on operations. Providing support for MAC and PC/Laptop/Tablet/Mobile Device. Act as an IT technical resource for technology project implementation. Recommend and implement appropriate hardware and software solutions under the direction of the Manager of Technology Services. Always conform to Multicolour change management processes and governance.

3. **Project Delivery**: Technical skills are required to operate, maintain, support, and contribute to the evolution of the existing infrastructure serving the main production system for the entire EMEA region. This includes back/front office, network, and peripherals components. The post holder must also be able to manage infrastructure project, maintaining timeline, budget and providing clear reporting to management.

4. **Operations**: Monitor systems resources including uptime, hardware, software and network. Manage and perform maintenance to hardware and software. Perform administrative support duties as required to meet specific operational objectives. Work extra hours to meet deadlines, as required and where reasonable e.g. global project work between multi-time-zone locations. Ensure network and business systems are secure and protected from virus infection at all times.

5. **Vendors**: Maintain appropriate vendor support relationships. Monitor and discuss vendor performance on a monthly basis and negotiate, agree and purchase support credits where appropriate. Ensure SLA’s are adhered to, escalate where necessary and provide a monthly performance report to the Manager of Technology Services. Develop a communications plan to provide enhanced vendor visibility and monitoring.

6. **Policy, Process and Procedure**: Provide education and mentoring to all users when implementing and enforcing IT policy process and procedures. Work with local Sarbanes Oxley representative when appropriate to ensure compliance of IT financial and security controls. Highlight breaches and risks to Manager of Technology Services where necessary.

7. **People**: Ensure all employees are treated with patience and consideration at all times. Own their problems, empathise with their predicament and communicate progress (or lack of) at regular intervals.

8. **Values**: Model the Corporate Values and Principles.

**Technical Skills**:

- **Mandatory**:_
- Advanced skill in deploying and supporting Microsoft enterprise technologies, like complex AD configurations, GPOs, Windows Servers modules, RDP terminal servers, scripting, etc.
- Skills in operating and maintaining Large and local scale network made of SDWAN, LAN, ISPs, VPNs, Switch, and router configuration, WIFI, etc
- Very good knowledge on how administering O365 in a multiple thousand licenses context
- Experience of virtual environments, preferably based on Hyper-V and/or VMWare
- Multi-Site Backups
- End Points security administration
- Sourcing, negotiating and procurement of IT components and services, maintaining relationships with 3rd party suppliers and partners
- Vendor management
- Maintain and troubleshoot hardware and printers
- Basic network troubleshooting and configuration
- **Desirable**:_
- Industrial IT experience: thin clients, industrial PC and devices, PLCs for shop floor data collection, barcode printers, barcode scanners, etc
- Database Administrator experience, especially on Microsoft SQL Server
- Mac Os X administration in a complex network environment
- IT Security expertise
- A second language than English
- Driving Licence

**Person Specification**:

- Ability to deal with all levels within the organisation, personable and approachable.
- Able to priorities tasks effectively and to converse in a non-technical manner.
- Able to work alone on-site but also contribute as an respected

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