Ardagh Group - Burlington, WI
posted 5 months ago
The IT Regional Support Technician for Ardagh Group provides essential on-site service to both plant and corporate office personnel. This role is pivotal in coordinating all support needs for assigned locations, ensuring that both office staff and plant personnel receive the assistance they require to maintain operational efficiency. The technician will serve as a key escalation point for the Helpdesk, accurately recording all activities in the ticketing system to ensure a seamless support experience. In addition to providing end-user support, the technician will log equipment details and assignments in the asset management system, identifying frequent issues and following established escalation procedures for problems and major incidents. Building and maintaining strong relationships with facility management, including Plant Managers and Plant Controllers, is crucial for the success of this role. The technician will also undertake small projects based on business requirements as assigned by their manager, overseeing IT contractors for daily support and project activities, ensuring timely scheduling and task assignments, and reporting on the completion and quality of work. The technician will be responsible for identifying gaps or inefficiencies in existing operations and proposing solutions or improvements. Participation in idea generation for enhancements and executing agreed-upon solutions to completion is expected. Additionally, the technician will contribute to knowledgebase articles and documentation, submit purchase requisitions for approval by the manager, and ensure timely receipts of goods in the procurement system. The role also includes providing 24/7 on-call support during assigned weeks, acting as the primary point of contact for high-priority issues.