IS Professional, Support Services

Job Summary

The IS Support Services Specialist handles requests requires local IS support for site specific support on the location(s) under his  / her responsibility.  This person will also be responsible to raise and take ownership / follow up until resolution of any request affecting the sites, administrate the IS Services using the best practices and standard process, provide support for project implementation and work as a point of contact for communication between Organization and IS, escalating and providing bi-directional feedback. Team work, cooperation and global thinking are key elements to be successful in this position.  This position must contribute to the improvement and quality of the processes, services and products delivered.

Job Responsibilities

• Provide local IS support and onsite visits to our business partners for PC and related equipment & software (PC, Printers, Shop-floor terminals, Thin Clients, Phones…) installation, maintenance, configuration, and removal.

• Troubleshoot IS requests in cooperation with IS Support Center within the focus to improve customer experience
• Provide services to the customers that meet the service level agreements (SLA) by monitoring all support ticket queues for SLA’s “Time to Close” ,“Time to React” and “First Contact Resolution” on incidents and service requests
• Adhere to Aptar IS Standards procedures and documentation.
• Take Ownership of any open Incident, Service Request or Change on locations under your responsibility and follow up until resolution
• Coordinate and Provide communication to the Organization partners about their Incident, Service Requests or Changes according to standard procedures.
• Contribute support and knowledge on cross-functional technical projects as required.
• Document procedures and troubleshooting information in our Knowledge Base / Service Catalog.
• Work closely with other sites and teams to provide support, technical advice, and collaboration on issues and projects.
• Manage the IS Local services (E.g. Hardware inventory, purchasing, requests)
• On site coordination for local services with other teams (e.g. new Telco circuit)

• Contribute to Local IS Opex / Capex budget development
• Participate in improving the following processes, while respecting security rules and complying SOX and GMP rules.:

1. Operations Management
2. Service Requests Management
3. Incident Management
4. Problem Management
5. Continuity Management
• Improve efficiency of the organization by introducing continuous process improvement and optimizing activities with shift-left, zero-touch and zero-defect approaches.
• Provide solutions to improve customer satisfaction within the allocated budget.

Education

• BA degree in Computer Science / Software Engineering / or similar required
• ITIL Certification is a plus
• English (equivalent of Cambridge A2-B2);

Experience

• 2-3 years IS Support Experience minimum

• Knowledge and successful experience in two or more of following domains
1. Systems Administration and Engineering
2. Storage Administration and Engineering
3. Network Administration and Engineering
4. Desktop Administration and Engineering
5. Unified Communications Administration and Engineering
6. Site and HelpDesk Management
7. Knowledge and Understanding of CoBIT or ITIL Framework

Essential Skills

• Ability to provide proactively escalation accordingly the priority and support from customer needed.
• Ability to act as primary and face of IS Organization in front of Aptar Community.
• Ability to proactively escalate situations to IS Support Services Manager in case of critical issue

• Ability to work a fulltime / after hours, dependent on country regulations / policies and demand needed
• Customer Focused with empathy for our business partners and the ability to see through their eyes.
• Ability to execute complex tasks which involve technical assets as well as people