IT Support Specialist [T500-23428]

Talent500 is hiring for one of its clients.

About Visy

Visy is dedicated to making serious progress in sustainable packaging, recycling, remanufacturing and logistics. They have more than 150 operations – predominantly in Australia and New Zealand – with a team of 7,000 people. Visy love solving the problems that make an impact and grow their business, such as taking recyclable material and re-making it into new products that you know and love.

Visy has partnered with ANSR to establish a global center of excellence for Visy in Philippines. You will be employed by ANSR as you begin your journey with us.

About Visy Philippines:

Visy, a global leader in sustainable packaging and the largest manufacturer of food and beverage packaging in Australia and New Zealand, is establishing its capability hub, in Manila. We have partnered with ANSR to establish a global center of excellence for Visy in Philippines. You will be employed by ANSR, who shall be your employer of record, and you shall be assigned to work exclusively for Visy.

Position Summary:

The IT Support Engineer is the first point of contact for IT support within the organisation, providing technical assistance and troubleshooting for employees. This role goes beyond issue resolution, encompassing application and hardware support, user account management, and IT onboarding/offboarding processes. The IT Support Engineer plays a key role in provisioning access, creating and managing accounts, assisting new employees with technology setup, and ensuring departing employees are properly deprovisioned. Additionally, they contribute to documentation, user guides, and knowledge base articles to enhance self-service support and improve the overall user experience.

What are the primary responsibilities of the Role?

The position involves but is not limited to:

• Provide technical support for hardware, software, applications, and network issues via telephone or online to end-users, logging calls made to IT Support team and keep track of response time and outcomes.
• Identifying, diagnosing, and resolving the level 1/2 issues in computer hardware and software in a mainframe system such as Laptops / Desktops / Tablets / Printers / Mobiles within given SLAs.
• When On-Call during after hours, act as the single point of contact for the high priority Incidents and if required escalate them to the respective team within given SLAs.
• Manage IT Support team’s tickets, planning and prioritizing systematically to minimize backlog and ensure operational efficiency and escalate when necessary.
• Undertaking Problem Management to investigate the root causes of incidents for the proactive prevention of problems.
• Assist with IT onboarding for new employees, including device setup, access provisioning, and orientation on IT systems.
• Handle offboarding processes, ensuring secure deactivation of accounts and retrieval of IT assets.
• Manage user accounts and permissions in Active Directory, Microsoft 365, and enterprise applications.
• Document solutions, create user guides, and contribute to the IT knowledge base.
• Educate users on IT policies, security best practices, and self-service resources.
• Participate in IT projects and assist with system rollouts and upgrades
• Manage group policies and access-related issues.

Experience & Qualifications:

Mandatory (critical for the role):

• Bachelor’s degree in computer science, Information Technology, or related field, or equivalent work experience.
• Proven at least 2 years of experience in providing technical support and troubleshooting for hardware, software, and network issues in a similar role.
• Knowledge and experienced with remote access methods and troubleshooting methodologies
• Excellent experience supporting and troubleshooting Windows 10, 11, M365 Applications including Outlook, Office, OneDrive and SharePoint, Enterprise Applications, and hardware within the Microsoft infrastructure.
• Proficiency in Active Directory for user management, password resets, and group membership administration.
• Experience in troubleshooting user account issues in Microsoft 365 Admin Center, Entra ID, and Microsoft Endpoint Manager.
• Knowledge of networking concepts, protocols, and troubleshooting methodologies including VPN, Wi-Fi, and DNS.
• Strong problem-solving skills and attention to details.

Key Technical Skills:

Skills (Technical, Business, Leadership):

• Strong hardware support knowledge (laptops, desktops, printers, routers, etc.).
• Exceptional customer service.
• Great communication, both oral and written.
• Excellent problem-solving skills and the ability to work independently or as part of a team.
• Attention to detail and ability to prioritize tasks in a fast-paced environment.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira, or similar).
• Ability to create clear technical documentation and user guides.