Lead Service Desk Technician

Summary

Signode, the Transit Packaging division of Crown Holdings, Inc. (NYSE: CCK), has its global headquarters in Tampa, Florida. Signode is a global leader in transit packaging, with over 80 manufacturing facilities across six continents and more than 7,000 workers worldwide.

The Lead Service Desk Technician in Modern Workplace Services (MWS) is a critical cross-functional team member enabling IT services across the organization. As an enthusiast with a strong, agile, and open mindset, you will work with the team to deliver the best answers to our business user needs and take the global service desk responsibility for IT support of applications, desktop PC / Laptop device management, and connected services. You will use your deep technical skills to establish an optimal workplace environment. You will engage with the team to develop and administer a modern workplace environment and support different services/products based on Microsoft Cloud solutions and endpoint management tools.

Position Qualifications

Education:

• Bachelor’s Degree in Computer Science or a related field or equivalent experience
• Information Technology Infrastructure Library (ITIL) training and certification are a plus
• Technical certifications in the following areas are a plus: Microsoft O365, Navision, Exchange, SharePoint, Power Automate, PowerApps, D365 CE, D365 ERP, etc.

Experience:

• Minimum of 6-8 years of experience in the information technology field, with experience as a level two client/modern workspace engineer within a client service support environment
• Experience with acquiring, commissioning, managing, and decommissioning various client hardware and software technologies
• Experience with Microsoft Office 365 tool sets
• Experience using ticketing systems within ITSM/ITIL framework - knowledge, incident, change, service request, asset management, etc.
• Experience in a global multi-site manufacturing company is a plus
• Experience creating training material and training associates a plus
• Experience with low or no-code application building or Robotic Process Automation (RPA) with tools like PowerAutomate is a plus

Skills:

• General:
• Troubleshooting and configuration of associate issues in an MS O365 environment
• Ability to conduct root-cause analysis for service interruptions and establish preventive measures
• Adheres to standards, best practices, and Service Level Agreements (SLAs) between IT and the business
• Brings forth new ideas to simplify, standardize, and strategically align with the corporate goal of One Signode and better supportability
• Additional experience in HRIS and Navision ERP is a plus
• Language requirements of English and (French/ Spanish/ German)

Technical:

• O365/AD/Azure – Basic skills in adding/removing permissions for access and licensing. Add/remove associates and computers, and add/remove mailbox(s) or shared mailbox(s) permissions
• PC Desktop and Laptop – Basic knowledge of PC Desktop & Laptop diagnostics and testing skills. Perform rebuilds, installations & imaging of client computers
• Mobile Devices – Has a basic understanding of mobile diagnostics and management. Has performed rebuilds, installations & imaging of devices. iOS and Android skills are required. MDM (Mobile Device Management) and InTune skills are a plus
• Printers – Good knowledge and troubleshooting skills on printers and print server administration. PrinterLogic skills a plus
• Asset Management – Basic skills on how to manage hardware and software assets within tools like Freshservice and InTune
• Administrative & Compliance skills:
• Document processes using standard templates. Ensure the modern workspace documentation is up to mark. Create modern workspace knowledge articles.
• Ability to operate remotely, providing support using tools like ScreenConnect, LogMeIN, GotoMyPc, TeamViewer etc.
• Ensure weekly status reports are produced. Operate in an ITIL framework and adhere to SOX compliance needs
• Exhibit simplified Vendor administration & engagement. Streamline hardware and software procurement. Services

Administrative & Compliance skills:

• Document processes using standard templates. Ensure the modern workspace documentation is up to mark. Create modern workspace knowledge articles.
• Ability to operate remotely, providing support using tools like ScreenConnect, LogMeIN, GotoMyPc, TeamViewer etc.
• Ensure weekly status reports are produced. Operate in an ITIL framework and adhere to SOX compliance needs
• Exhibit simplified Vendor administration & engagement. Streamline hardware and software procurement. Services