IT Support Engineer

As an IT Support Engineer, you will work in the IT Operations team providing technical support, guidance, and assistance to our internal users. You ensure the smooth operation of IT systems and infrastructure. You contribute to a reliable, professional, and timely IT support delivered to our internal customers. You resolve incidents and requests which require a broad knowledge of the IT solutions provided and insight into the infrastructure. 

You need to have a customer-centric approach to resolve issues and provide services offered in the Group IT service catalog. You consult with users to analyze business needs and work with Solution Engineers helping to design appropriate technology solutions. 

As a member of the global IT Support team, you will contribute to keeping TOMRA employees productive with state-of-the-art IT equipment. You provide feedback to and work with the IT Solution Engineers to continuously improve the solutions provided.  

As a Support Engineer you build expert knowledge in some of the provided solutions and support the infrastructure team with local IT infrastructure maintenance. 

You may be asked to provide divisional systems support or provide expert knowledge for divisional IT topics as delivering offerings from the service catalog. 

User Support 

• Provide L1 and L2 Helpdesk support to end users, resolving hardware, software, and network issues in a timely and efficient manner. 

• Manage the onboarding/offboarding processes, including setting up special hardware and software requirements and account configuration. 

• Providing training to users as needed. 

IT Service Management 

• Handle incidents and service requests based on priority. Review, prioritize, and escalate as necessary. 

• Handle local tickets where hands-on involvement is required. Act as part of the global Support team on tickets which do not require local handling. 

• Troubleshoot and prepare difficult Support tickets for escalation to L3. Support L3 with information gathering and efficient user communication. 

Client Administration 

• Support and maintain a wide range of devices, including desktops, laptops, mobile device, meeting room systems, printers, and other peripherals. 

• Assist and collaborate with IT Solution Engineer in the configuration, deployment, and maintenance of IT devices using the Endpoint Management platform. 

• Assist in software and system design, releases, and rollouts according to change management best practices. 

• Participate in project work to deploy solutions. 

• Help with IT related administration and facility work. 

• Audit computers, report and follow up on compliance issues. 

Asset Management 

• Keep IT asset records always updated. Employ automation where possible. 

• Manage local IT asset reporting requirements as needed.  

Infrastructure Management 

• Check local IT infrastructure, ensuring that all systems are in accordance with the guidelines provided. 

• Support the global infrastructure team in improving systems documentation and checklists. 

• Support events like Town Hall meetings or customer conferences and ensure the systems are operational/checked prior to the event. Provide expert support during the event. 

Collaboration 

• Collaborate with other IT team members on projects and initiatives. 

• Work with established partners to resolve issues and procure necessary equipment. 

Training and Documentation 

• Guide and train junior Support staff. 

• Participate in and contribute to internal and external trainings. 

• Create documentation and solution articles for new procedures and keep existing documentation updated.