International Paper’s Global Business Services Center in Kraków (IPGBSC) is an established and expanding entity, delivering a variety of advanced, value-added services within the world’s most respected packaging and paper company. We co-operate with International Paper offices and manufacturing sites all over the world - North and Latin America, the EMEA region (Europe, Middle East, Africa and Russia) and Asia. International Paper GBSC is a great place to work and grow for employees educated and specialized in various fields. Discover our infinite possibilities! International Paper GBSC is currently seeking exceptional candidates to join the team as:
As a LAN Support Analyst you will manage all support activities for the corporate workstations, servers, RF equipment, printers and network infrastructure for all business groups within the EMEA Region. Set the direction, implement and enforce strategy and standards for all support activities in the field for the corporate Technical Services organization. Provide on-site support for the Information Technology (IT) desktop infrastructure.
This is a highly technical position that may give direction to a small group of LAN Specialist/Analysts in a facility or across a geographic area in the Regional Support Organization. This organization supports all International Paper employees and partners that use the IT Desktop infrastructure, which spans all business sectors and all facilities both domestic and international.
This role may be responsible for resource management, tactical planning, operations management and all phases of the Regional Support processes, incident management, and third level troubleshooting.
This role will assist facility management with IT planning, problem escalation, asset management, along with project coordination and implementation.
You will have an opportunity to develop technical skills and procedural knowledge of IT support processes within the International Paper Organization. You will join the highly motivated team that is always ready to serve the needs of International Paper employees by providing a stable, reliable IT infrastructure with outstanding customer service and support. You will have an opportunity to cooperate with facility management and IT groups responsible to deliver all IT services across EMEA Region.
- Be involved in Incident Management - Manage work tickets and requests coming from all businesses and staff groups, from all locations within the EMEA for their support area and team (both internal and external to IP) within their region. The RS-EMEA group is available 24X7X365 on-site during prime shifts and on-call after hours, weekends, and holidays.
- Be involved in Third Level Troubleshooting – This group provides on-site management for all desktop infrastructure incidents that are escalated from the first level helpdesk and the second level escalation center. The scope of the incidents includes:
- Workstation Support – computers, printers, handheld devices, and peripherals.
- Server Support – enterprise infrastructure and business specific application servers.
- Network Support – LAN equipment, Access Points, WiFi, RF, racks, wiring.
- Vendor Management – manage the vendors used in infrastructure support at the facilities (warranty, LAN enhancements/repair, printer support, etc).
- Build technical liaison relationship with site contact - Regional Support works with facility level management to communicate IT policy, standards, and procedures for following processes set by Technical Services management. Assistance may include, but is not limited to, development of long term infrastructure plan, assistance with IT related audits, development of IT related budget projections, implementation of IT projects and to escalate IT problems through the support model.
- Minimal Project Management work may be required with direct supervision. Regional Support resources may be requested as part of the project implementation at local facilities. Coordination and engagement of field Regional Support resources will be required during the consultation, planning, documentation, testing and implementation phases of each project.
- Be responsible for Resource Planning and Demand/Supply Balancing as it relates to their support area.
- Be accountable for the implementation of the tactical components of the strategic plan for their region.
- Develop the tactical plans and operational procedures and processes for their support area.
- Participate in coordination and implementation of process improvements with direct supervision.
- Be responsible for maintaining the detailed hardware inventories for the desktop infrastructure assets. Includes break-fix, moves, adds, and changes.
- Bachelor of Science Degree in Information Technology or equivalent.
- 8+ years of related Information Technology experience.
- Ability to handle complex operational problems and assignments under general supervision.
- Innovation skills in handling projects and assignment under direct supervision
- Skills to handle people development functions under direct supervision
- Good communication and customer service skills.
- Excellent people skills dealing with all levels of management and personnel. – a must
- Fluency in English - a must