Job Title

SummarySignode, the Transit Packaging division of Crown Holdings, Inc. (NYSE: CCK), has its global headquarters in Tampa, Florida. Signode is a global leader in transit packaging, with over 80 manufacturing facilities across six continents and more than 7,000 workers worldwide.The Lead Service Desk Technician in Modern Workplace Services (MWS) is a critical cross-functional team member enabling IT services across the organization. As an enthusiast with a strong, agile, and open mindset, you will work with the team to deliver the best answers to our business user needs and take the global service desk responsibility for IT support of applications, desktop PC / Laptop device management, and connected services. You will use your deep technical skills to establish an optimal workplace environment. You will engage with the team to develop and administer a modern workplace environment and support different services/products based on Microsoft Cloud solutions and endpoint management tools.Position QualificationsEducation:Bachelor’s Degree in Computer Science or a related field or equivalent experienceInformation Technology Infrastructure Library (ITIL) training and certification are a plusTechnical certifications in the following areas are a plus: Microsoft O365, Navision, Exchange, SharePoint, Power Automate, PowerApps, D365 CE, D365 ERP, etc.Experience:Minimum of 6-8 years of experience in the information technology field, with experience as a level two client/modern workspace engineer within a client service support environmentExperience with acquiring, commissioning, managing, and decommissioning various client hardware and software technologiesExperience with Microsoft Office 365 tool setsExperience using ticketing systems within ITSM/ITIL framework - knowledge, incident, change, service request, asset management, etc.Experience in a global multi-site manufacturing company is a plusExperience creating training material and training associates a plusExperience with low or no-code application building or Robotic Process Automation (RPA) with tools like PowerAutomate is a plusSkills:General:Troubleshooting and configuration of associate issues in an MS O365 environmentAbility to conduct root-cause analysis for service interruptions and establish preventive measuresAdheres to standards, best practices, and Service Level Agreements (SLAs) between IT and the businessBrings forth new ideas to simplify, standardize, and strategically align with the corporate goal of One Signode and better supportabilityAdditional experience in HRIS and Navision ERP is a plusLanguage requirements of English and (French/ Spanish/ German)Technical:O365/AD/Azure – Basic skills in adding/removing permissions for access and licensing. Add/remove associates and computers, and add/remove mailbox(s) or shared mailbox(s) permissionsPC Desktop and Laptop – Basic knowledge of PC Desktop & Laptop diagnostics and testing skills. Perform rebuilds, installations & imaging of client computersMobile Devices – Has a basic understanding of mobile diagnostics and management. Has performed rebuilds, installations & imaging of devices. iOS and Android skills are required. MDM (Mobile Device Management) and InTune skills are a plusPrinters – Good knowledge and troubleshooting skills on printers and print server administration. PrinterLogic skills a plusAsset Management – Basic skills on how to manage hardware and software assets within tools like Freshservice and InTuneAdministrative & Compliance skills:Document processes using standard templates. Ensure the modern workspace documentation is up to mark. Create modern workspace knowledge articles.Ability to operate remotely, providing support using tools like ScreenConnect, LogMeIN, GotoMyPc, TeamViewer etc.Ensure weekly status reports are produced. Operate in an ITIL framework and adhere to SOX compliance needsExhibit simplified Vendor administration & engagement. Streamline hardware and software procurement. ServicesAdministrative & Compliance skills: Document processes using standard templates. Ensure the modern workspace documentation is up to mark. Create modern workspace knowledge articles.Ability to operate remotely, providing support using tools like ScreenConnect, LogMeIN, GotoMyPc, TeamViewer etc.Ensure weekly status reports are produced. Operate in an ITIL framework and adhere to SOX compliance needsExhibit simplified Vendor administration & engagement. Streamline hardware and software procurement. Services