Overview
Magnera''s purpose is to better the world with new possibilities made real. For more than 160 years, the originating companies have delivered the material solutions their partners need to thrive. Through economic upheaval, global pandemics and changing end-user needs, they have consistently found ways to solve problems and exceed expectations. By bringing together these legacy companies, the distinct scale and comprehensive portfolio of products will bring customers more materials and choices. With a combined legacy of resilience, Magnera will build personal partnerships that withstand an ever-changing world.
The individual provides first‑line on‑site IT support for assigned locations, acting as an initial point of contact for IT incidents and service requests. The role focuses on delivering timely, customer‑focused support by following established procedures and escalating issues appropriately.
This position supports global service desk teams and local IT colleagues, ensuring internal customers receive effective assistance while maintaining accurate records and adherence to defined service processes.
Responsibilities
- Provides first-line technical support via walk-ups, remote access tools, or telephone guidance.
- Logs, categorizes, prioritizes, and updates incidents and service requests accurately within the prescribed call-tracking system.
- Resolves common and routine IT issues using documented procedures, knowledge articles, and standard tools.
- Escalates incidents and requests that fall outside defined resolution criteria to Level 2 or appropriate resolver groups.
- Supports local on-site activities, including basic hardware setup, peripheral support, and user access requests.
- Ensure all assigned tickets are updated with clear and accurate information to support effective handover or escalation.
- Follows defined service, operating level agreements, and IT processes.
- Maintains awareness of on-site IT assets and supports asset management activities as directed.
- Assists with maintaining knowledge base documentation by identifying gaps or outdated information.
- Participate in daily operations meetings when required.
- Demonstrates a customer-focused approach and maintains positive relationships with on-site users.
Qualifications
- Bachelor's degree or equivalent education preferred; typically, one to three years of experience in an IT support or service desk environment, or equivalent training.
- Basic understanding of IT troubleshooting concepts, terminology, and customer support practices.
- Ability to follow technical documentation, procedures, and instructions accurately.
- Good written and verbal communication skills.
Travel
- A valid driver's license (pertinent to the country of site) may be required. Occasional travel between sites may be necessary.
Computer Skills
- Working knowledge of Windows Operating Systems.
- Working knowledge of Microsoft Office Suite.
- Basic familiarity with Active Directory and user account administration.
- Awareness of ITIL principles and IT service management concepts.
- Working knowledge of ITSM tools (e.g., SolarWinds Service Desk).
- Willingness to learn and develop technical skills.
- Multi‑language support is advantageous.